I’ve just experienced what might be the best customer service in my life! It is definitely the best so far. The story goes like this. Eyeing an eReader for a long time, I had ordered a Kindle back in November. Since I one of my friends was travelling to India from the US, I got my Kindle delivered in the US. Once I laid my hands on it, it was definitely one of the most prized gadget I ever owned (yes, there are emotions involved).
The Kindle worked flawlessly for a couple of months and I kept reading on and on until that day! Yes, I was travelling to Riyadh and had put my Kindle inside my bag. When I took it out, I saw my screen frozen with some horizontal and vertical lines on it. That was it. My Kindle was broken. And my heart as well. I was in such a state of shock that I didn’t even bother to contact the customer care to get it repaired. Since the Kindle was damaged because of possible baggage mishandling, there was no way I could dream of a warranty claim.
After about a month, once I gathered myself, I simply called the Amazon customer care from India to check on the options of getting it repaired ( of course at my cost). It was like a routine call and little did I expect that it would turn out to be the best ever customer care experience I have witnessed to date (and possibly will ever witness). I explained my situation. And the executive on the other side listened to me patiently. Once I was done he said, let me see what I can do for you. And beyond that, it was like a charm. I can keep writing about it, but let me be precise for the readers:
- Amazon offered me to *replace* my Kindle free of cost under warranty.
- Amazon offered to ship my Kindle free (priority International shipping) to India (note that my Kindle was shipped to the US originally.)
- Amazon agreed to bear the custom clearance formalities, custom duties etc.
As if the above was not enough, Amazon agreed to pay for the shipping charges incurred to ship my defective Kindle back to the US.
I have no words to appreciate this gesture. Kindle is by the the best eReader out there. I might have purchased a new one even if Amazon did not offer a free replacement. But they did. And I am a customer for life!
I have my new Kindle already with me. Amazon has not just replaced a piece of hardware. It has given back a lot more which I can’t even explain.
Thank you Amazon!
Update: I have stopped tracking this post. But it seems that Amazon is still amazing people with its customer friendliness! Here’s a more recent experience from one of my colleagues:
- Sir Tim Berners-Lee Live!
- It isn’t over yet. Amazon just rocks!