I’ve been an Amazon customer for years and have spent thousands of dollars on your website. Until this past week, I’ve been completely satisfied; that is, until I encountered one of your customer service drones who could nothing more than strictly adhere to her script. Her lack of common sense cost Amazon about a $1000.
Here’s the story, and I encourage you to incorporate it into your staff training program.
I ordered a MacBook at a price of $994. The day it shipped I saw on your website that the price had dropped to $979. Since I could find nothing on your website about a price guarantee policy, I Googled “Amazon price guarantee” and learned that, even though it’s one of your dirty little secrets, it does exist and it extends for 30 days from the date of purchase.
I called the appropriate number and requested that the $15 be credited to my account. The drone told me that couldn’t be done, as the item had already shipped. I asked her why the policy is called a “30-day price guarantee.” This is what’s referred to as “talking to a wall.”
So here’s the bottom line. I returned the item to Amazon and ordered it from Apple for $999—a slightly higher price but a much better feeling.
I’m sure you know the expression that begins, “For want of a nail . . .” Well, one of your customer service reps just lost you the battle.
