When people have a bad experience with a company, they’re all more than happy to complain about it to everyone they know both in real life and on their social media profiles.
But few people take the time to congratulate the companies who get customer service right, so I’m going to take this opportunity to give one of my favorite companies some props for a job well done.
I’m a loyal Amazon customer who has spent thousands of dollars at the site over the last decade or so and I’ve only experienced one customer service snafu…which was immediately rectified when I made my voice heard.
Well this time they truly impressed me by addressing an issue even though I didn’t complain at all.
Here’s the sitch: last week my wife and I decided to treat the kids to a bit of 80’s nostalgia by renting Ferris Buehler’s Day Off through Amazon Instant Videos.
The kids loved the movie, especially the part where Jennifer Grey’s character kicks Principal Rooney in the face and runs off.
Unfortunately, the overall movie experience was less than stellar as the streaming video kept freezing up for anywhere between 5 and 30 seconds. At one point I had to kill it altogether and then resume playback to get it working.
Now I’m an Amazon Prime member and I take full advantage of the thousands of videos they have available for free viewing and this kind of issue almost never happens. Ninety-nine percent of the time the video stream is flawless.
And to be honest it wasn’t even so bad that I’d bother complaining about it, so imagine my surprise when I received an email a few days later informing me that Amazon had processed a refund for the full cost of the movie ($3.20 including tax).
I knew I hadn’t requested a refund but I thought maybe my wife had done so, so I hopped over to Amazon and opened up a customer service chat window to do some investigating. A very helpful rep named Nancy quickly told me that the refund was automatically processed because Amazon’s systems can detect when video quality doesn’t meet standards. Here’s the actual response…
Thank you for waiting. I have checked and found that the refund was auto initiated. We use a variety of measurements for video quality and overall experience for Amazon Instant Video. When quality standards are not met we will automatically refund your purchase. Currently only rentals of movies will be automatically refunded for quality issues. So this is the reason you got refunded for the video.
I gotta say I was extremely pleased to get an unexpected refund and I’m really impressed at the level of customer service Amazon provides to their customers.
Do you have an Amazon customer service experience you’d like to share, either good or bad?