PunkYou

I was very suprised with the customer service response from Amazon via email. I sent them an email at midnight eastern time and recieved a response from a real person at about 12:20, and I sent them another email at about 3:45 am (no, I don't sleep) and got a response back at 4:00 am. I didn't realize they make people stay up all night answering emails.

Mike Myers

They also have people guarding the phone 24/7, so I guess these have to answer emails too.

Generally speaking, I would prefer calling Amazon with more complicated issues. With email service it's a hit or miss - some CSR's provide excellent service while others don't even bother to read you message. You just receive a standard reply not addressing your problem.

I did make the weird experience that the CSR's who answer emails at night are more competent. However, maybe it's just the lower volume of inquiries at that time.

necromania

I had a great experience with Amazon customer service. I ordered a book from them awhile ago, but it never came. I e-mailed them about it, they said it shipped and should have reached me, but since it didn't they set another copy, which made it to me.

PunkYou

I was really happy with them, not only did they write back but they also helped me out. I was trying to use the
VSAREWARDDSS coupon, and the site was telling me I had already used it once (which I hadn't). They sent me a $10 promotional certificate instead, and I got my order placed.

D.Pham5GLTE (>60GB)

Amazon does have good CS. They answer their e-mails in a timely manner and they also answer phone calls w/o much wait (if any)

Sparrow

Amazon is by far my favorite online store. I almost shop there exclusively, unless another etailer has a great deal.

I don't always get the best price, but their hassle-free shopping keeps me as a loyal customer.

benihana

I've found Amazon customer service to be quite good, but I have a major problem with them and other people should too. They state as their policy that they may sell or share any personal information about you (including what you buy) with anyone that they wish. I'm going to have them cancel my account when this one item that I have on backorder arrives. I've talked with a friend that says that they sell information to groups not just interested in marketing purposes for public and private investigatory agencies. If you shop at Amazon.com, prepare to get more spam, more solicitation, and be aware that any information related to you is for sale.

If they still had great prices, this behavior might be a forgivable offense.

PunkYou

I don't really care what info they want to track about me, because I never give online retailers, or CC companies my phone number. I also move a lot (4 times in the last 4 years) so the junk mail doesn't pile up too bad. What really bothers me is just phone calls, junk mail is easy to throw out. I also use a seperate email address for online purchases, so I don't really have to deal with the spam there.

D.Pham5GLTE (>60GB)

That was true, until they sent me the wrong item

Sparrow

Good to hear this about Amazon: a very good store deserves to stay in business.... Per this article they are now turning a profit.

http://news.bbc.co.uk/hi/english/bus...00/1775294.stm

Mazinger

I've also had good experience with Amazon.

Sent them about a rebate question and it was replied the following day.

I had one dvd that never came. I guess it got lost. Amazon sent one out the day after I e-mailed them.

TK-421

Sorry to be the voice of negativity, but once again they screwed me on a STL/Promo GC order.. I was barely able to get my STL back, but I wasn't even motivated to deal with the order specialist for half an hour or an hour to get the promo GC back.. I even knew this was going to happen so I printed my receipt and recorded a conversation with a CSR while she read back the totals to me..

Suffice to say, the *only* reason I shop there is because of my amazon CC... They've screwed up my last 5 orders now, and it's very disappointing they don't admit it and always fight me when I notice a problem..

tthorn

I'm also finding the quality going downhill at Amazon. While their email response time is getting better, they're also more apt to not help you with your problem.

In November, I paid for a pre-order with a GC, and they never sent it out. It took four phone calls and almost three weeks before it shipped (mind you, they were DISNEY titles! So it wasn't an availability problem.)

In addition, as many have stated, anytime you call them to expedite an order, the STL and promos fall off the order, which leads to another round of phone calls.

They're also deducting outbound and return shipping on holiday returns - my folks sent us a kitchen item for Xmas, and AMZN deducted $12 for USPS (4th class) return shipping!

I grow more and more frustrated with them by the month. But the NextCard keeps me there for now.