Amazon.com Customer Service Success

I have recently had a customer service problem with Amazon.com. I had ordered an SD memory card on Dec 29th but as of yesterday, it still had not shipped. I kept getting emails from Amazon telling me that the shipment had been delayed, yet the item continued to show “in stock.” One of estimates for the arrival of my item was on the day that I happen to be moving, almost a month after the initial order. I obviously wasn’t really happy about any of this, so I called Amazon customer service. Armed with lessons I learned from reading The Consumerist I was able to get my way.

I remained calm, courteous, and I started by telling the customer service rep what I wanted, I told her why next. I stated that I wanted to find a solution that did not involve me canceling the order, and that I would either accept different item that could be shipped sooner, or for Amazon.com to comp me next day shipping. After I got to the point, it was then that I stated that I was moving and that I wasn’t happy with the delay. She asked me to wait while she investigated the problem and looked for a solution. Ultimately she agreed to send it overnight, and I received an email from Amazon stating that my item had been shipped.

I think the best advice I gleaned from The Consumerist is to kindly and calmly get directly to the point. Because I gave her several possible solutions, was willing to be flexible, and was nice, the Amazon.com rep gave me what I really wanted.


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