Amazon continues to impress. I was using the Amazon Downloader with an album I purchased this evening when it aborted after the second song. “Do you wish to send an error report to Microsoft…?”
There was a link to contact Customer Service by email or phone in the MP3 Downloads area, so I sent off a quick email asking for access to download the album. Thirty minutes later I received a reply stating that I was given access to my Amazon Media Library area to download the complete album. Two minutes later the album was sitting on my hard drive.
Something else impressed me about the support experience, the “Did this fix the problem” YES/NO links at the end of the email. So simple, yet such an efficient method to process the incident as closed or still open.
The other recent support incident had to do with a Linksys router I bought for my Mom as a Christmas present (who said I wasn’t a good son???), which was defective and for which Amazon sent me a replacement. I sent the bad one back, received an email confirmation from Amazon, and all was well…until I received an email from Amazon 3 weeks later telling me they were going to bill my credit card for the router if it was not returned in 10 days.
Another quick email sent on a Saturday was replied to on a Sunday by an Amazon service agent who couldn’t apologize enough for the email that claimed they had not received the router, as they confirmed the router was indeed returned. Besides apologizing several times, the agent went to great lengths to tell me what a valuable customer I was to Amazon with a long and valued relationship. I do spend a lot of money at Amazon (like most of us), but still…