jwurunner - 6:21 pm on Mar 17, 2008 (gmt 0)

I believe it would be hard to grow to the same size as Amazon, without good customer service, in this day and age. When Amazon got started they received a few hundred million in seed money for infrastructure and marketing.

They have created a great website with a strong following. Remember, for all the people that have a bad experience many more have a great one. With there marketing budget, they are able to replace customers for less marketing costs than the cost of customer service.