February 03, 2004
Best In It's Class.
It's very rare these days to have a good experience dealing with any given company's customer service. That's why I just had to take a few moments to mention the hassle-free and remarkably easy exchange we recently had with Amazon.ca.
We ordered seasons four and six of the television sit com Friends from Amazon and it arrived something like the day after the sixth season was due to be released. This alone was a pleasant surprise although not a completely unexpected one, as we had experienced Amazon's prompt and timely delivery on a previous occasion. However, after watching (and thoroughly enjoying, I might add) discs one through three of season four, when we tried to play disc four it didn't want to play on our DVD player. After examining the disc, I noticed quite a significant scratch, which seemed to be the problem. Well, I got online and went to the Amazon customer service section, which is completely automated, and filled out an order for a replacement. It instructed me to print out a mailing label (postage paid), and wrap up the offending product and to drop it off at a postal outlet to be returned. I did this the next day, which was last Sunday. To my utter shock, when we arrived home from work today (Tuesday) the replacement DVDs were waiting at our door!! That's less than two days!!
This can only mean one thing. They shipped the replacement DVDs before they received the damaged ones. That is not what amazed me, however. What amazed me is that they actually trusted me to send the damaged ones back to them. You don't get that very much these days. Trusting a customer has kind of become outmoded. The fact that they wanted us to have the product we ordered, in perfect condition, as soon as possible, can only be described as outstanding and I will not only be posting my praise here but Amazon.ca is going to get a lot of positive word-of-mouth as well.
It's nice to see a company getting it right, for a change.