Read below Joe Nocera’s dilemma that was excellently resolved by Amazon:
It was early in the morning, and I had awoken with the sudden, sinking realization that a present I had bought for one of my sons hadn’t yet arrived. It wasn’t just any present either; it was a PlayStation 3, a $500 item, and a gift, I happened to know from my sources, that he was hoping for.
Like most things I buy online, the PlayStation had come from Amazon.com. So I went to the site and tracked the package — something, thankfully, that is a snap to do on Amazon. What I saw made my heart sink: the package had not only been shipped, it had been delivered to my apartment building days earlier and signed for by one of my neighbours. I knocked on my neighbour’s door, and asked if she still had the PlayStation.
No, she said; after signing for it, she had put it downstairs in the hallway.
Now I was nearly distraught. In all likelihood, the reason I hadn’t seen the package earlier in the week is because it had been stolen, probably by someone delivering something else to the building. Even if that wasn’t the case, the one thing I knew for sure was that it was gone — for which I could hardly blame Amazon.
Nonetheless, I got on the phone with an Amazon customer service representative, and explained what had happened: The PlayStation had been shipped, delivered and signed for. It just didn’t wind up in my hands. Would Amazon send me a replacement? In my heart of hearts, I knew I didn’t have a leg to stand on. I was pleading for mercy.
I shudder to think how this entreaty would have gone over at, say, Apple, where customer service is an oxymoron. But the Amazon customer service guy didn’t blink. After assuring himself that I had never actually touched or seen the PlayStation, he had a replacement on the way before the day was out. It arrived on Christmas Eve. Amazon didn’t even charge me for the shipping. My son was very happy. So, of course, was I.
I guess that the saying “that if you did something good for one customer, they would tell 100 customers,”
Is exactly what I did.
Article Source: www.nytimes.com