“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” – Jeff Bezos
As said by Mr. CEO himself, customer satisfaction is one of the key ingredients in building a loyal customer base. We all have heard numerous instances about how Amazon has the best customer service and how their customer reps are awesome but today I will share my personal experience for the same.
So, I bought an Amazon’s Kindle 7th generation touch in Nov’14. I bought it from Croma store(Electronic mega-chain by Tata) instead of buying from Amazon directly. You can read the experience on the hyper-link above. After getting my Kindle and setting it up, on third day of ownership, I put my in my bag along with an iPad mini,Nexus 7 in front of Laptop sleeve. I geared up and started my commute by putting my bag into the boot and pressed my foot against the Accelerator pedal to race against the ever increasing traffic chaos to reach my office. When I opened my bag, to my worst horrors, my precious Kindle had some scruff marks and scratches on the black plastic bezel due to continuous assault by Aluminium body of iPad mini while in bag.
Immediately upon sawing them, my heart sank. Well, those who know me well, they know that I love my gadgets and treat them with my utmost care and here on the third day of purchase I had scratched my Kindle. Although it didn’t hamper the functionality as screen was perfectly intact as one good part about the physical build of kindle is that screen is a bit recessed by a cm or two below the bezels which is great imho. I came home and broke the news to my mom. She knows about my gadget-prem(love)! She tried to console me and asked me to find a nice cover to avoid further damage. I wasn’t satisfied, so being heard about praises of Customer support of Amazon, I tried to give it a shot.
I went to Amazon India’s Customer help portal and decided to launch a chat with customer service representative. I told him the whole fiasco expecting a straight face reply that it’s my fault and how I should have been more careful. But the CSR took his time to read what all I had to tell, understood the matter and replied “No problem sir. We at Amazon work hard for our Customer’s satisfaction. Please be assured that Kindle comes with a One-Year Limited Warranty, I’ve verified your account and confirmed that your Kindle is within warranty period, we’ll surely replace it for free of cost.” Yes! This is Amazon India! I had never expect them to be so cooperative with my fault. He told me to wait while he will put up a replacement order for the same.
“When you make a mistake, there are only three things you should ever do about it: admit it, learn from it, and don’t repeat it. “
Within 2 mins, I received a mail notifying my new Amazon Kindle package was en-route to my home with express 1 day delivery. Also, they send me the Return shipping labels to wrap on my “damaged” kindle and hand it to the courier guy. Here is the order screenshot for the same:
Yes, this order did reach me within 24hrs and I was able to lay my hands on a brand new Amazon Kindle 7th generation touch version. I am using it till date and you can read my Amazon Kindle 7th generation Touch Ownership review about how this product has shaped up my reading habits. As per my experience, really Amazon has the best customer service, period. I have not seen any company exchanging product for customer’s fault. This really does make Amazon a market leader in customer satisfaction.
Did you ever have any experience like this? Feel free to share below! 🙂