They Just Don't Make Them Like They Used To - Installment Two

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blog | Tue, 01/25/2011 - 22:59 | By Andrew Cauley

Offender #2: Amazon

I had once read some reviews of one of Amazon’s sister sites whose customer service was handled through Amazon’s normal customer service department. More than half of the people adamantly warned against ordering through the website, stating that the products that they received were defective and that the customer service representatives seemed outsourced (not that this is inherently a bad thing, or indicates substandard service) and truly unwilling to solve any problems.

I had to wonder: How can so many people have horrible experiences when ordering from such an enormous online powerhouse? I never really read bad reviews on Amazon’s site. It had to involve the products they chose to order more than with the company itself, right? After all, Amazon is mostly just a distribution company. It couldn’t be that Amazon’s customer service is bad.

Wrong.

This past Christmas, I received a Kindle, version 3. Overall, it seemed to be a great product. It was light, can hold more books than one would EVER possibly need to carry in a lifetime (probably), let alone for the weekend or for a trip. Something about the e-ink seemed to make it easier on the eyes than other color and black and white e-books out there. It’s called pearl, and is supposed to be higher resolution. It also felt very solid and well built, until…

Wait. What was that? Can you hear it? It’s something rolling around inside my brand-new Kindle. Is there supposed to be something rolling around inside there? Maybe it doubles as a maraca, or something. There’s no way it could be broken right out of the box.

By this point (these blogs are not chronologically ordered) I’ve had so many problems with defective items that I really just didn’t care and was ready to justify anything to myself, so long as it didn’t mean sending something else back. I was just going to keep it, since it didn’t seem to be doing much harm and actually gave the product a musicality that it wouldn’t have had otherwise, kind of like when you put a bell on a poodle’s collar.

Then, it started freezing up.

I tried several restarts, and followed the normal procedures listed in the small instruction booklet and large instruction e-book that comes programmed on the unit. Still, the problem persisted.

After looking online, I found that this was a problem with a whole run of the second generation Kindle before it, though at the time I mistakenly thought it was for the version that I owned. Apparently, some screw was coming loose inside, and eventually would caused some pretty severe repercussions, damaging the keyboard and sometimes the electronics inside.

I figured that since I had to call them and most likely order a new unit, that I would ask if I could upgrade from the WiFi version that I owned to the WiFi+3G model, since I am frequently too busy to do anything I enjoy online at home.

The lady who answered the phone was very nice, and surprisingly enough, sounded like she probably lived within the continental US. After having me fiddle around with the device for a bit, I told her that I found that some other people had the same issue, so she asked her supervisor about it.

“There definitely shouldn’t be something rolling around in it,” she said when she got back on the line. I thought I already said that, but whatever.

“We’re going to send you a replacement unit.” This is where I chimed in, and asked if I could pay the difference to upgrade to the 3G model. I was completely floored, because she said that I couldn’t. What company doesn’t want people to upgrade? Every other company in the world is trying to shove upgrades down the collective American throat all the time.

If I wanted to upgrade, what I had to do instead is wait for the new one, send the old one back, then call them again, send the new one back, and then wait for the order I placed for the 3G model to come in.

Maybe it’s just me, but how is that any different then just sending the old one back now and then getting a new upgraded unit ordered?

She didn’t seem to know, either, so to get the ball rolling, I just went ahead and let her do her thing.

The next day, I wised up and canceled the replacement, sent the other one back for a refund, and paid the difference to the person who gifted me to order the upgrade online. That’s all that had to be done in the first place, and maybe I should have been smart enough to figure it out, but the thing is: It’s not my job to figure these things out. That’s what the customer service representative is for.

By the way, when I did call back, I did get an outsourced call center, and the gentleman on the other end couldn’t understand me, nor I him. I actually had to call again to make sure things were taken care of properly (which they weren’t).

Amazon is a great shopping tool, and the representatives seem very nice, but keep an eye out; you might get a defective one that doesn’t quite work right. We all have our moments and at least they tried, which is more than I can say for a lot of people. I just don’t want someone having their moment with my money or belongings, that’s all.

About the Author

Andrew Cauley

Writer/Photographer

Andrew is a writing major at the University of Pittsburgh at Bradford. He also enjoys listening to, playing, writing, and recording music.

Andrew Cauley's blog
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