Re: MR. BEZOS AND YOUR EXECUTIVE OFFICE DOESN'T CARE WHAT I'VE BEEN GOING THROUGH
by Just Jeffrey - Posted Fri December 11, 2009 @ 12:17 PM
(1) Very few CEOs actually respond to customers. Particularly for what are all routine customer service issues. That doesn't minimize the important to the customer, but for a CEO to be effective they cannot possibly deal with every customer that had a problem with shipping, gift notes, out of stock issues, or pricing issues. As important as these are to you, I assume that you never actually believed that this would be handled by Jeff Bezos himself, nor would be even read a copy of your complaint.
(2) , I presume, is employed there specifically to deal with customer service issues. Again, the CEO's job cannot be to deal with every customer. If he did, he'd never be able to get anything else done. It's not "dirty work" to have someone assigned to customer service (or several, since it does take more than one person to handle such a job).
(3) Many large companies, certainly of the size of amazon, have toll-free (at least within the US, if not North America) numbers to reach customer service staff. Not just the standard customer service number, but to reach specialists like . However, not all do. I don't think that this was a trick, however, to make you go away. I think it's just that someone made the (perhaps wrong) call not to provide with a toll free number. That said, one thing you can do is call her, say "I don't want to pay for this call, please call me back." Given that she's already reached out to you, I'd expect that she's agree to call you back such that you don't have to pay more than a minute or so of the call.
(4) As for the delivery tracking issue, I agree that amazon.ca (as far as I can tell) doesn't tell you the name of the delivery company. That would lead me to assume it was Canada Post. Was it? I am totally ignorant of postal laws in Canada, but I wonder if there might be some reason why amazon.ca would be required to use Canada Post or a specific private delivery company to be in compliance with the law?
(5) It is lousy to be told that your package was delivered when it was not. Have you discovered why this happened? As a practical matter, asking the delivery company will likely be the best way of getting an answer. No sense in having righteous indignation against amazon when, what you really want is to find out why the delivery company told amazon that the package was delivered when this was not the case. There could, you know, be a totally logical explanation.
(6) Possible regulations aside, it's important to let a company know that their delivery company has failed, such that the company can made a decision about whether to switch delivery companies. However, just because one customer had something go wrong does not immediate say that the delivery company is unacceptable and that amazon.ca bears the responsibility. Remember, they were the ones that were lied to. They simply passed along the information they were provided.
(7) As for the gift notes, let me ask: what did you really expect? No where does it ask you questions like "what color card would you like?" or "pick a font for the writing" or anything of the sort. Which means, it's "you get what you get." While someone that's never ordered a gift from amazon before might not have any idea what would happen (and amazon could do better about saying), clearly you formed a picture in your head about what a "gift message" is. That image was something YOU created, not amazon. They failed in that they left it up to your imagination. However, in the end, they did deliver what they promised, which was a "message."
If having a particular card is important to you, best to arrange for it yourself. Why leave it up to a store to select a card for you?
Anyway, as someone who has sent and received amazon gifts, I'm used to these gift messages. When I send something directly to someone, they can see on the packing slip (on which I can request no prices) my message. For people that I care more about than letting them receive my message on a packing slip, I call them. I send them a card. I have the item shipped to me, I wrap it and enclose my own card or handwritten note, and then mail it to the recipient.
(8) On your #3, I miss how the dispute made something go out of stock. Both of your other complaints are about something you actually received. Did you have another issue where you failed to order something because of a dispute?
In any case, when something is out of stock, amazon can do little for you, other than to get it in stock. Sometimes, a business will agree to extend the discount, especially if you ask up-front. But not always. High volume businesses like amazon often won't do this, but it's worth calling and asking... while the item is still on sale (not after). You may have done this and maybe their refusal to ship the CD immediately or give you the discount whenever it arrives was the dispute?
Anyway, while there may be some things that didn't go as you wanted, I see nothing that seems like amazon did anything wrong. Further, the fact that they had someone () contact you directly shows that they are clearly trying to understand your issues and perhaps help resolve them. But, in reading your letter, it seems like you don't need any resolution because there is nothing to resolve. The thing you're asking is for them to pay you the difference between what they sell the CD for and what you paid (which you did, I'm assuming, on your own accord). Do you know any business that will, when you say you purchased elsewhere for more money, pay you? Who does this?