This. This is what customer service is about -- taking care of the customer when things go badly. In the span of five weeks, Amazon had A) "lost" two packages (in reality, they were shipped to the wrong distribution center and weren't rerouted), B) were two days later on one, C) four days late on another, and D) EIGHT days late on the fifth.
For every single one, I contacted customer support and complained. As performance got worse, I actually got on the phone.
* The first time I was comped a month of prime. $8.
* The second time I was comped $20 in Amazon credit, and they reshipped the package ($55 in goods). I was told if the other one showed up, to keep both. The other one showed up the next week.
* Third time I was comped a month of prime ($8) and package was reshipped. This was $160 in electronics. I was told if the other showed up, to keep both. The second one showed up 2 weeks later.
* The fourth time I called I asked why I was paying for prime. After 10 minutes, the rep agreed. They refunded my entire year of prime ($100).
* Fifth time they didn't care. They admitted their performance was awful, and were confused how their logistics operation was doing so poorly, but if I didn't like the service I should go elsewhere.
To their credit, I was compensated $351 for five failures in five weeks, all of which were not in peak season (this was 60 days in advance of Holiday shopping season).
For every single one, I contacted customer support and complained. As performance got worse, I actually got on the phone.
* The first time I was comped a month of prime. $8.
* The second time I was comped $20 in Amazon credit, and they reshipped the package ($55 in goods). I was told if the other one showed up, to keep both. The other one showed up the next week.
* Third time I was comped a month of prime ($8) and package was reshipped. This was $160 in electronics. I was told if the other showed up, to keep both. The second one showed up 2 weeks later.
* The fourth time I called I asked why I was paying for prime. After 10 minutes, the rep agreed. They refunded my entire year of prime ($100).
* Fifth time they didn't care. They admitted their performance was awful, and were confused how their logistics operation was doing so poorly, but if I didn't like the service I should go elsewhere.
To their credit, I was compensated $351 for five failures in five weeks, all of which were not in peak season (this was 60 days in advance of Holiday shopping season).