The Kindle! (Image courtesy- Amazon)
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!
Comments
Now, that really amazed me!!!!!!!!!
Congratulations!!!!!!!!!
@Harsha: Thanks!
Good..nice to know.
BTW between ipad vs kindle, wht u suggest?
I know the big difference in price..but do extra features worth the diff. or Kindle is gud enuf?
Hey Arpit,
Well Kindle is purely meant for reading books. Nothing more. And it is the best at it.
iPad offers much more and is definitely worth the price.
Impressed. Now that u have got ur kindle collect lots of books and share
@Shruti: Absolutely
I wonder when will the Reliance’s and Tata’s of this part of the world will delight us with this sort of customer service!
@Karan: Yeah that’s true. But I am noticing slow and gradual changes with a few of them. Let’s hope it changes for the better in our lifetimes
Hi Amit………..
I am experiencing the same problem with my kindle. My didi got it for me from US. It just keeps on showing vertical and horizontal lines.What should i do? Are there any service centre in India? Please help
@Sumit: Callup @ 1-877-453-4512 or 1-206-922-0844. There should be a quick resolution to your problem.
Thanx amit……….. i have contacted them and they are sending me a new one at my address without any shipment charges. Amazon, indeed provides best customer care service in the world.
kindle is purely guess what
WASTE OF MONEY
Hi amit,
could i get in touch with you personally as i seem to be facing the same problem. Which customer care did you contact, and what all queries were asked regarding the same. Hoping eagerly for a reply.
@Sanjay: Call-up @ 1-877-453-4512 or 1-206-922-0844. I’ve also dropped you a note.
Hey amit that’s great.I think free internet around the world ddoes count for a lot ya.slow as it might be..wonder why apple did not add whispernet
What if my kindle is out of warranty. Any idea about how much they will charge.
Manvendra, call them up. To your amazement, they might replace it even beyond warranty. Just try!