Thursday, February 28, 2013

How It Ended

The final score remains the same, a bankrupt (aren't they?) company, Barnes and Noble, beats Amazon 18-0.

So here's how it went, and how it ended:

My email to Mr. Jeff Bezos, CEO of Amazon:


Dear Mr. Bezos,  I want to make you aware of an experience I had with your company yesterday.  I posted my perspective on my blog this evening. 

I needed 18 copies of a book delivered in 10 days and your people couldn't get it done.  These were for a consulting / Training engagement.  


Barnes and Noble got it done for me.  
 I'm wondering what you think, as the leader of Amazon, if I was treated like you would want me to be treated?  

Sincerely, 

_____________________________________

Mr. Bezos put a crack senior customer service executive to respond for him today:

Dear Doug,

I'm Jonathan Norberg of Amazon.com's Executive Customer Relations. Jeff Bezos received your email and asked me to respond on his behalf.

I'm sorry your recent order resulted in a negative experience for you. I understand you needed multiple copies of your book for a specific event, and it's disappointing when we're not able to fulfill an order in the needed time. If we have limited inventory of a product, we don't have a special channel to request additional inventory in an expedited manner. Of course, we'll always do our best to exceed the estimates we provide to our customers. 

I'm glad to know your order was able to be fulfilled by another company, and I hope your meeting is a successful one.

Please let me know if I can be of further assistance.


Regards,

Jonathan Norberg
Executive Customer Relations
Amazon.com


__________________________________________________

I just couldn't leave it alone so I wrote Mr. Norberg back:

Dear Mr. Norberg,

 I appreciate very much your getting back in touch with me on behalf of Jeff Bezos.  Perhaps my experience in this instance was a rare case.  The books were not best sellers.  I can completely understand an inventory shortage.  But again, I am surprised to hear from the top level of such a successful company desiring to be the most customer-centric company in the world, that "we don't have a special channel to request additional inventory in an expedited manner."  

Well then Mr. Norberg perhaps you should.  Maybe a special channel is not required.  Perhaps a regular channel would suffice.  

It's extremely frustrating for a customer to hear "can't do it,"  "not possible,"  "unfortunately," "still can't do it," and lastly "we don't have..." from every level in your company.  To get 18 books to where they need to be in 10 days!  

I'm not a crank Mr. Norberg,  who can't take no for an answer, but I am incredulous with amazon in this instance.  

Before my blog post the other day I have mentioned amazon.com in at least 37 posts on my silly blog. (See here:  http://www.eclectipundit.com/search?q=amazon.  Every time referring people to products I have purchased or reviews I have shared, or positive reactions to how Amazon Prime has been a wonderful thing for me.   You might say that I was a raving fan.  Stupid me.  I have returned to earth with this experience.  

Again, Mr. Norbert, thank you for getting back in touch with me at the request of Mr. Bezos.  

Sincerely,  
__________________________________________

And here is how it ends:

Dear Doug,

I'm sorry you weren't able to get the response you hoped for. We appreciate you taking the time to send your feedback, and we'll continue looking for ways to improve the experience for our customers.

Thanks again for writing.

Thank you for your inquiry. Did I solve your problem? 

If yes, please click here: 
http://www.amazon.com/gp/help/survey?p=A2PDJP6ZZBMOL5&k=hy 

If no, please click here: 
http://www.amazon.com/gp/help/survey?p=A2PDJP6ZZBMOL5&k=hn

Regards,

Jonathan M. Norberg
Executive Customer Relations
Amazon.com
http://www.amazon.com



___________________________________________

There will be no more clicking.   Would any of my gentle non-readers care to take a guess about the response I hoped for?  I would appreciate any comments. 

Fini

2 comments:

Kurt Harden said...

So what book was it?

Eclecticity said...

"20 Retirement Decisions You Need To Make Right Now" by Ray E. Levitre

For some retirement training sessions I'm doing. E.

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