My son ordered a label maker from Amazon. Not terribly expensive and not an obscure product. He got it on time, but when he opened the crate, it turned out to be an empty case. No label maker in it.
He was going to return the empty box.
I said: “Don’t be silly. You don’t return empty boxes. That will confuse everyone. They will want to know what happened to the label maker. You get in touch with them. They will fix it.”
I said that with confidence because they always try very hard to fix problems at Amazon.
“You can’t get in touch with Amazon,” he said.
“Oh yes you can,” I said.
“Ask for the number or to chat live. They really will fix it.”
“How do you do that?”
The answer is not complicated.
Go into the customer service area. That is a bit circuitous, but if you use Amazon a lot, you figure it out. It needs to be about an order, so you should know exactly what your problem is and what you want them to do about it. That is pretty much true for all customer service.
After you are in the right area, type: “Need telephone number for Amazon customer service.”
They ask if you want them to call you (which they will do literally instantly) or would you prefer a chat? They prefer chats and so do I. It’s faster. Also, I can copy and paste information from the order into a chat file. That’s harder on a phone call. Not impossible, but harder.
I got the chat. Explained what happened. She said “Oops, sorry. Tell him he can keep the box and do whatever he wants with it. We’ll send him a new one.”
The would ship it as soon as possible. I called Owen back.
“But how did you know who to talk to?”
I explained I had talked to the guy at customer service and the new order was already in the order file, price $0.00. Shipment probably overnight.
Good customer service does make a big difference. Well-served customers keep coming back. Angry customers don’t. You hear that Dell? You hear that Apple? Got that Microsoft? Anyone listening at DirectTV, Charter, or AT&T?
Happy customers come back and sometimes bring their friends. And family. If you make us mad, we go elsewhere. Just saying.
The shipment arrived yesterday and guess what? It was another empty case. One empty case was not a big deal. Two? They have a shipping problem. Especially because this second box came with a big label on it that said: “CASE ONLY!” I have to assume the shipping picker either had no time to recognize that the label maker had to be taken from another shelf and put into the case, or couldn’t read English.
I gave up. Although they offered to ship it again, there was no guarantee that it wouldn’t show up empty again. They refunded the money. Sometimes, you have to know when you’re beaten.
Good customer service helps, but so does getting the order right.