Reddit teaches Amazon the power of over-the-top customer service

Amazon

Good deeds are supposed to be rewarded, but all too often they simply go unnoticed. When Reddit user zambuka42 had a good experience dealing with Amazon customer service, he decided to let his friends at the social news site know about it.

Now, half a million people have read what happened and the number continues to rise.

It all started with an order for some merchandise that was sent to his parents’ house. Amazon performed their part properly and the order was received. Getting the order to zambuka42 was a little more challenging as he is currently volunteering in Tanzania. When the USPS lost the items, zambuka42 reached out to Amazon to find out if there was an easy way to place the order again without doing it manually.

After hearing the story and taking a minute to check it out, the customer service agent on chat asked a question.

“In that case, can I proceed in creating a full refund for your order, Brian?” asked the service agent named Karthikeyan.

Brian was stunned. He reiterated that it was the USPS’ fault, not Amazon’s.

The service agent replied, “I understand. However we’ll take full responsibility for this issue, Brian.”

The entire conversation was captured in a screenshot and posted on Reddit. With over 1000 Reddit points and 1000 comments, the screenshot has half a million views.

The cost to Amazon of refunding the order even when it wasn’t their fault: $25.13

The value of good customer service “exposed” through social media: “Priceless” is so overused but it really does exemplify the value in this circumstance.

A representative at Amazon is looking into the story and trying to find the customer service representative. She was unable to leave a direct quote before the press office was notified, but said that if the story checks out, she’ll be using it as an example in training.

Here’s the screenshot. Click to enlarge.

Amazon Customer Service
Written by Scarlett Madison

+Scarlett Madison is a mom and a friend. She blogs for a living at Social News Watch but really prefers to read more than write. Find her on Twitter, Facebook, and Pinterest.
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13 Comments »

 
#1
Doug Bromley
October 24th, 2011 at 10:30 am

On the plus side it may make companies more inclined to help. On the negative it could see an increase in ‘markteers’ trying to game the system with fakes.

 
 
#2
Martin Raißle
October 24th, 2011 at 11:25 am

I don’t think Reddit teaches Amazon in this case. Amazon already knows this, that’s why they’re doing it in the first place. Could teach the rest of the world though :)

 
 
#3
Anonymous
October 24th, 2011 at 11:20 pm

do you want to make $85 hourly and $7000 per month like me just working on laptop for few houres!Would you like to be your own boss!Opportunities like this don’t come by often.Don’t let this one pass you by! http://qikr.co/w3gwa

 
 
#4
Anonymous
October 24th, 2011 at 11:27 am

That actually sounds like it might work dude.
anon-web.es.tc

 
 
#5
theComplex
October 24th, 2011 at 1:38 pm

More like Reddit teaches other companies. Amazon clearly figured it out already.

 
 
#6
Roger Williams
October 24th, 2011 at 2:06 pm

“TECHI READS REDDIT,

DOESNT GET IT ANYWAY” 

 
 
#7
Affan
October 24th, 2011 at 3:38 pm

hahahaha

 
 
#8
PopRox80
October 24th, 2011 at 2:13 pm

I have to say that the few times I’ve needed Amazon customer service, they’ve always been amazing. This doesn’t surprise me at all. They’re one of the few large companies that actually try to make their customers happy.

 
 
#9
Anonymous
October 24th, 2011 at 3:16 pm

Keep up the good work, Amazon, and Reddit!

 
 
#10
Christian Bernard
October 24th, 2011 at 4:20 pm

This is a very poorly titled article. Amazon has always provided unparalleled customer service. Reddit didn’t teach it anything.

 
 
#11
Derek Dickerson
October 24th, 2011 at 10:57 pm

Did you also read that the people that were upvoting on reddit were amazon? 

 
 
#12
Tristan
October 27th, 2011 at 1:14 am

I’ve never seen such customer service. But would the entire Amazon customer service team be like this?

 
 
#13
Spirituosen
November 5th, 2011 at 12:14 pm

Interessting Example. I thank it should be standart.

 

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