Amazon’s outstanding customer service

For many months now, the portable music player that I’ve used while running (a SanDisk Sansa Clip+) has been cutting out. The screen gave out completely, and then last week it finally died. I decided to buy the updated SanDisk Sansa Clip Zip, and, of course, purchased it from Amazon.

Just like all of the other purchases that I make from Amazon, this one was slated to arrive in two days. Amazon typically ships via UPS, and this order was no different… except that I never received the item. UPS sent me an email update stating that the package had been left at my front door. Oddly, though, I didn’t hear the delivery person knock or anything. When I went to look for the package, it was nowhere to be found. My guess is that 1) the UPS agent delivered it to the wrong address, 2) the UPS agent marked it as “delivered,” but didn’t actually do so, or 3) the UPS agent did indeed deliver it, but one of my neighbours or someone else in the community stole it. In any case, it was not the fault of Amazon.

I called UPS, and the recommended that I contact Amazon, even though it wasn’t Amazon’s error. I contacted Amazon simply to see what my options were. Within moments, the Amazon customer service representative emailed me a confirmation of my new order, and said that he had put it in as an overnight shipment for the inconvenience. Really?! An inconvenience? It was no inconvenience at all, and I was just trying to see if there was anything that could be done. Not only did I get a replacement sent out at no charge, but they sent it via the fastest available shipping option so that I could have it more readily. Now that’s customer service!

Out of all the years that I’ve been shopping with Amazon, I have only had one other problem (which they remedied promptly as well). So, not only are problems infrequent, but when they do arise, Amazon’s outstanding customer service representatives readily rectify the situation. They consistently go above and beyond for their customers, and that is why I will continue to bring them my business whether or not they have the absolute lowest price available. Customer service greatly contributes to the overall shopping experience, and that is far more important than price alone.

Thank you, Amazon!

Cheers,
Zach