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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.
Made a purchase with the wrong card and I went back to change it, no problem.
When I changed the card, I noticed that it was going to be shipped to my old work addy. So I changed that no problem.
Picked the free 5-7 business day shipping, and still got it in 2 days.
I think their automated system really does a good job in place of a personal touch.
Sorry to hear you had a bad experience with them. I still prefer them over a lot of other stores I shop at.
I think Amazon probably has the most efficient customer service set up on the Internet. I do as much of my regular shopping there as I can. I signed up for Amazon prime, which is a two day delivery service on all your orders, and half the time the orders actually arrive the next day.
[edited by: Jane_Doe at 8:23 pm (utc) on Mar. 17, 2008]
Any customer who needs to call or email outside of the rare instance is most likely what I have come to call a 'nag', and we all know that these are better off going elsewhere rather then bogging down the system.
In my experience, Amazon has some of the better customer service on the net. I'd rather email customer service and get a problem resolved that way than sit on hold for half an hour on the phone.