Amazon getting too big.
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We have had trouble getting Amazon order consistently for the last few months. Same with a few others in our area. I realized the issue wasn't Amazon at all for delivery issues. Fed Ex consistently has a package and is at least 3 days late.
Customer service has been not as good as it used to be but still not as bad as everyone else. Doesn't mean I am happy with them but still...
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@JasonNM said:
How is not getting the correct items and not meeting shipping guarantee's to do with customer service, that has to do with trying to handle more volume of orders than you can handle and get done correctly.
That's part of the definition of customer service - delivering you the service (in this case a part) you ordered.
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@JasonNM said:
However, I think this is illegal - when you choose shipping on amazon you don't select a particular shipping service. You chose a delivery speed with a guaranteed delivery day.
How is "guaranteed" defined? If they say that there are no refunds for missing the date ahead of time, it sounds like they are telling you the bounds of guaranteed.
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@JasonNM said:
How is not getting the correct items and not meeting shipping guarantee's to do with customer service, that has to do with trying to handle more volume of orders than you can handle and get done correctly.
You are making assumptions based on other assumptions. This IS customer service and nothing else. That size has or has not any relationship to the issue is purely in your imagination. It's a very viable theory, but size doesn't mean bad customer service. Being big doesn't make them miss dates or shift support to India. You are making a connection that could exist, but other than knowing that they have grown recently (have they?) and that customer service has taken a recent downturn (has it?) that the two are directly associated is not a logical conclusion. What aspect of growth would cause customer service to decline? The two just are not related in that way.
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I would guess that, more than likely, Amazon has decided that top notch customer service was a bit too expensive to deliver and that, as other companies have found, customers just don't care that much. They complain, sure, but they keep shopping. We talk about this all of the time with huge companies - it's not that they are large that makes them have customer service issues, it's often customer services issues that help them to get large by being more cost competitive.
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That's weird. I have had them ship a couple things on Saturday at no cost to make the two day for prime. I also just got a business account so I'm going to try that and see how it compares.
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@johnhooks said:
That's weird. I have had them ship a couple things on Saturday at no cost to make the two day for prime. I also just got a business account so I'm going to try that and see how it compares.
Haven't seen any customer services issues here either. We use them continuously and depend on the fast shipping all of the time because of our small shipping windows and have no issues at all.
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@scottalanmiller said:
@JasonNM said:
However, I think this is illegal - when you choose shipping on amazon you don't select a particular shipping service. You chose a delivery speed with a guaranteed delivery day.
How is "guaranteed" defined? If they say that there are no refunds for missing the date ahead of time, it sounds like they are telling you the bounds of guaranteed.
http://www.amazon.com/gp/help/customer/display.html?nodeId=3510241
But then they have this saying it doesn't mean you'll get it in 1 or 2 days: http://www.amazon.com/gp/help/customer/display.html?nodeId=201117730
also that says $5.00 for Saturday delivery but they charge me $8.99 every time even with my prime account.
That policy was apparently changed this is what it used to say: http://slickdeals.net/f/5830682-amazon-prime-delivery-late-get-a-shipping-refund-and-or-a-free-month-of-prime
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@scottalanmiller said:
This IS customer service and nothing else.You have an odd idea of what's included in customer service. That is business management not customer service. If you are going to count that as customer service then literally every aspect of any business would be customer service.
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@JasonNM said:
@scottalanmiller said:
This IS customer service and nothing else.You have an odd idea of what's included in customer service. That is business management not customer service. If you are going to count that as customer service then literally every aspect of any business would be customer service.
All of the aspects that are service to the customer, yes.
I don't see how that is odd. If good service for customers isn't part of customer service, what is?
