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Brilliant Amazon customer service - again!


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Showing 1-18 of 18 posts in this discussion
Initial post: 13 Jan 2014 19:48:11 GMT
Smudgeroonie says:
Since I got my first Kindle I've been very impressed by Amazon's customer service, (a couple of accidental purchases returned etc) but I think this takes the cake.
On a bored New Year's Day I ordered a James Bond DVD which arrived a few days later. A few days after that, I discovered my husband had already bought a copy. Doh! Well, I decided that as it was only 5 it was my own stupid fault.
Today, whilst browsing various orders I'd made, I realised there was a "return or replace" button beside the order and that I had until 1 Feb to return it. Went through the procedure when, near the end, a pop-up informed me that I could "have it on us, your account has been credited". So I get to keep the dvd and get my money back.
I know that most shops would do this too, and it's such a small amount it's probably not worth Zon's costs to have it returned, but the fact that they did it at all and I could do it all online just made me give three cheers for Amazon's customer service! Yet again, I'm a happy customer!

In reply to an earlier post on 13 Jan 2014 21:12:05 GMT
eric rambler says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on 14 Jan 2014 01:10:52 GMT
Last edited by the author on 14 Jan 2014 01:13:40 GMT
Yes, Amazon did this for me too, last year, when I bought a Titanium bracelet. It was supposed to be brand new and highly resistant to scratches yet it arrived with a few tiny but significant scuff marks on it. As it was quite expensive and also a very special first gift for my partner, I decided to return it for a replacement but as I went through the Returns procedure, I too got the same message. As I said it was expensive and so I just couldn't believe that Amazon were actually prepared to just let me have it!

I re-ordered and the second one arrived in immaculate condition. My partner was delighted with both of them as he wears the scuffed one on casual days out and the perfect one on special days - fantastic! ;o>

Posted on 14 Jan 2014 08:44:35 GMT
ccaajjaa says:
I too am a mega fan of amazon customer service, my issues have all been kindle related & they have been amazing.

Posted on 14 Jan 2014 09:33:38 GMT
janner37 says:
I agree the customer service is tremendous. This was my first contact with customer service and I was amazed by the quality of the service. From start to finish I do not think it could be improved. They call you! I explained the breakage of my kindle was my fault but they explained the extended warranty covered this and it would be replaced. The replacement arrived on Monday after reporting the problem on Friday. They supplied a return label for the broken kindle. Wonderful service which other retailers perhaps should try to emulate.

Posted on 14 Jan 2014 10:22:37 GMT
[Deleted by the author on 14 Jan 2014 17:43:37 GMT]

Posted on 14 Jan 2014 12:32:32 GMT
Last edited by the author on 14 Jan 2014 12:33:27 GMT
Clagg says:
So . . .you didn't realize that the order would follow the old instructions so you blame Amazon? It's hardly Amazon's fault that you changed bank accounts and forgot you had an order outstanding. 100% absolutely, most definitely, without a shadow of doubt, your fault.

It is your own organizational skills you should be wary of.

Posted on 14 Jan 2014 14:38:52 GMT
Elaine4Wales says:
I went to place an order recently and got all the way to the checkout and a message came up to say that my card had actually expired and to add a new card.

Did you inform Amazon about the deactivation of the card and remove it from your payment options before you made your purchase? If you purchased the game using your old card, then I don't really see what Amazon could have done to stop the payment, I think that the bank should have been responsible for that. I don't really know how the system works, but I think that I would have removed the card from Amazon, to ensure that no purchases were charged to it by mistake. I think we all have a default card which purchases are charged to, and it's up to us to change the method of payment and enter new card details.

In reply to an earlier post on 14 Jan 2014 15:42:57 GMT
[Deleted by the author on 14 Jan 2014 17:44:08 GMT]

In reply to an earlier post on 14 Jan 2014 17:12:28 GMT
Damaskcat says:
But any orders placed before you deleted your old card would still be charged to that card so really what you need to do is to go through all outstanding pre-orders when you change a card. In any case - if the account was closed the bank should not have accepted any further charges on the card which would have meant that Amazon contacted you and asked you which card you wanted the payment to come off.

I recall that the last time I changed my card on Amazon there was a message came up which told me to check my orders to make sure the old card wasn't associated with any of the outstanding orders.

Posted on 14 Jan 2014 17:13:23 GMT
Clagg says:
Not being funny but the order still remained. You should have cancelled the order and reordered.

Posted on 14 Jan 2014 17:40:34 GMT
Last edited by the author on 14 Jan 2014 17:45:47 GMT
essercizi says:
"amazon shouldn't have saved the old bank details"
I wouldn't be quite as harsh as some on here, and yes you might think that the details wouldn't be saved, but when you went to change your Amazon account card details, you would have seen the following BOLD message which is clearly displayed above your existing card:

"Changes made to your payment methods will not affect orders you have already placed.
If you want to edit the method of payment for an order that has already been placed, click here. "

So they DO make it clear that any orders already placed will NOT be switched to a new card, and even give you a helpful link to any such orders to let you change them. It was an unfortunate mistake, but I have to agree with others that it was your responsibility to change the order, or to ensure that you didn't leave the old account open with no funds and no overdraft facility, resulting in the charges. As it was, Amazon were actually doing you a favour in refunding you.

edited: for clarity

Posted on 14 Jan 2014 17:46:03 GMT
Jo S says:
Ok thanks for your input guys, iv deleted my comments so I don't continue to take over this thread. This isn't my thread on my experience, I just wanted to share my experience.

Posted on 14 Jan 2014 20:04:33 GMT
Clagg says:
Sorry Jo, you didn't just want to "share your experience" you squarely blamed amazon for something that wasn't their fault.

In reply to an earlier post on 14 Jan 2014 20:17:40 GMT
Last edited by the author on 14 Jan 2014 20:23:23 GMT
eric rambler says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

Posted on 15 Jan 2014 07:44:00 GMT
K. A. Newton says:
Actually my card is coming up for replacement in a couple of months. This thread has forewarned me to make sure I have no goods outstanding or on pre-order when card replacement takes place.

It has also prompted me to write a list of all the websites I will need to make alterations on.

So thanks Jo S and everyone else.

In reply to an earlier post on 15 Jan 2014 09:58:59 GMT
Last edited by the author on 15 Jan 2014 09:59:29 GMT
eric rambler says:
You're welcome :-)

Posted on 20 Jan 2014 08:23:41 GMT
Last edited by the author on 20 Jan 2014 08:25:29 GMT
Sharon4 says:
I had a pre-order on my old card last year and when the day came, it didn't download. . .totally my fault of course, Amazon can't be expected to know all my personal financial details and I wouldn't be happy if they did. In our particular case, we knew the debit card was due to be replaced in October, but changed from one sort of current account to another in May, so our arrangements were several months ahead of themselves. It didn't occur to us that there was a problem till the stalled download happened, but once the card details were amended, it went through straight away. IME, their CS is excellent and much kinder to inept customers than much of the competition.

As for physical stock, they are very prompt and often well before the estimated delivery date. We ordered our favourite brand of pesto last Wednesday via super saver delivery and expected to wait till some time this week. It was with us on Friday:-))
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This discussion

Discussion in:  kindle discussion forum
Participants:  12
Total posts:  18
Initial post:  13 Jan 2014
Latest post:  20 Jan 2014

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