Dear TrustWilliam, how does your packaging system make sense in your head? Seriously, I got this in the mail yesterday and I could easily fit a bulky academic book in that box that is in addition filled with heaps of styrofoam. Honestly, you can’t find a better way to pack a bottle the size of a thumb? Please back off with your goodness statements till you figure this one out.
Just as this happens and I spill my guts here, I read Amazon‘s latest Wrap Rage statement and feel even fuzzier at heart about their brand as a result.
All those moments of rage when you try to use anything from your teeth to scissors to a screwdriver to get through a piece of plastic to be gone forever and less crap to dispose of? Oh, how I wish.
I’ve always had good experiences with Amazon. Things are usually delivered on time, sold at rates cheaper than in brick and mortar spots, not to mention the fact that you can read customer reviews and compare your purchases to recommended alternative options .
Amazon is also the only brand I know that also doesn’t make you wait in a queue to answer your call. What’s even neater, once you did chat to them they send you an email with a summary of the problem discussed, a suggested solution and a link to online help resources. Yesterday I called them a couple of times to try to change the speed of my delivery, but it was too late in the process. Irritating, but fair enough. Still, just this morning I got an email from them saying that after all they managed to change the delivery speed, that they’re sorry for not being able to do so yesterday and that they won’t charge me a penny extra for it.
As such, I’m now officially waiting for my Canon G11. I’ve been camera-less for a while and I’m very excited to be going back into the world of photography this autumn.
I know I’ve been writing about customer service and bureaucracy for two posts straight, but I can’t help myself from telling you how the Amazon story ended. After another call and another 24 hours they sent an email saying this:
‘Thank you for writing to us at Amazon.com.
I have reviewed this order and the item you returned and found that you are indeed due a refund in the form of a gift certificate for $89.99.
I apologize for the delay in processing this for you. You should
receive a gift certificate at your e-mail address in the next 3-5
business days. Please note that because this was due to our error,
we will not cancel the refund that was already requested to the
purchaser’s account.We appreciate your patience and understanding in this matter, and look forward to seeing you again at Amazon.com.’
So not only are have they issued a gift credit to me, and not withdraw the refund they’ve given to my friend, but also, acknowledged that the coffee machine gift has been returned to them. Well, the box with the coffee machine is still sitting in our kitchen. So, not only do I get a coffee machine, a 90 dollar gift credit at Amazon, but my friend also gets a 90 dollar refund for the gift! It must be Christmas.
Happy New Year!
Of course Amazon never called back within the next hour (as they said) or day for the matter. I’ll just have to re-tell my story to yet another person on the phone tomorrow. Can’t wait!
As yet another thing to boggle my mind, I finally got my new credit card for which I registered last week. My trip to the bank was short, but not because things were straightforward. The lady at the desk saw my passport and said she wasn’t familiar with my passport and so asked if I had a Texas ID (which I don’t have since I’m not an American citizen…). To continue the registration she took my name reading it out from my passport and somehow came up with Pamela Melinda for Paulina Marta. Once I corrected that and she printed the final documents my name was still Paulina Maria, so I retured the documents and pointed it out. Well, I got the letter with the card today and Paulina Maria it is!
You know, not many things in this world upset me to the point of wanting to jump out the window, but when I get on the phone with a person working for customer service, yet not knowing anything about it and speaking in an unfamiliar accent – well, that just about does it for me. And I sit there on the phone wondering – is what I’m saying unclear, is it my English, or is it just the people on the other end of the line not having a clue about what they’re doing?
Two weeks ago, when flying from NY to DC, my grandfather-in-law calls Delta to find out what’s happening to my flight – ‘the plane arrived on time, sir’. This man is 81, waiting at an airport, and they’re holding me on tarmac for 4.5 hours to get me into DC 8 hours late. No information anywhere – the flight ran smoothly according to all systems except that one thing was missing – the plane itself. In fact, not a single airplane had landed in DC or any other airport in that state that morning – the fog just wouldn’t go away.
Today I attempted to return a Christmas gift, which was purchased through Amazon. I tape up the box, put the relevant stickers on, read the online returns policy and get ready to go. Before dropping it off I call the returns centre to make clear where the refund should go and that the person who purchased the gift should not be informed. Half an hour later I get an email from the friend who got the gift with an Amazon email to her ‘your account has been credited with the return refund’. And so it goes, I’m still waiting for them to call me back – they’re ‘investigating’…