Good Customer Service

[jnesbitt82]

I recently ordered a new magnifying lamp and a copy of the Cherrypickers Guide Volume 1 from Amazon. Since it was Friday, (and the last day of my Prime Membership), I decided to pay the $8.99 fee and have my items shipped over night and delivered Saturday. My lamp was shipped UPS and arrived this morning. My Cherrypickers Guide was shipped FedEx and they decided to modify my delivery date from today to next Tuesday. I emailed Amazon about my issue and this is how they fixed it:
Email from Amazon
Hello,

I'm sorry to hear that you won't receive your package on the expected date.

To make this right, I've requested a refund of $39.82 to your credit card.

You'll see the refund on your Visa statement in the next 2-3 business days.

Once processed, you'll also be able to see the refund request here:

https: link removed for privacy

I hope this solution works for you, We look forward to seeing you again soon.

Best regards,
Mary V.

After double checking, I can confirm that they are going to allow me to keep the CherryPickers Guide when it arrives next week as well as refunding me the $8.99 shipping fee and the $30.83 cost of the book. I just thought I would share this story because I never hear of things like this happening. Oh, and just in case you guys need an extra copy

http://www.amazon.com/gp/product/0794822851/ref=oh_details_o01_s00_i00?ie=UTF8&psc=1

[mustbebob]

Thanks for that story. I had an issue last year with Amazon when I requested next day service (as it was a part for my truck), and the shipping was delayed. I also received a full refund of the shipping charge and a credit towards future purchases which exceeded the cost of the part in the first place.
I have never had any other problems with Amazon, and use them often. Their customer service does seem to be top notch.

[Antiquity]

Yep, amazon has been a long time great when it comes to customer service, anytime I have had a problem they fix it fast and friendly. Just make sure what you purchase is sold (or fulfilled) by amazon, if I have to deal with 3rd party sellers I stick to Ebay.

[admrose]

Amazon is amazing: If you're a buyer.

Not so great if you're a seller. High commissions and fixed shipping credits don't exactly fill me with the warm and fuzzies.

[GrumpyEd]

Amazon is amazing: If you're a buyer.

Not so great if you're a seller. High commissions and fixed shipping credits don't exactly fill me with the warm and fuzzies.

That was what I wondered. If they refund that easily there must be some way they get it out of the sellers.
As far as customer service it sounds great

[mustbebob]

QUOTE]f they refund that easily there must be some way they get it out of the sellers.[/QUOTE]

We were talking about the buyer...not the seller.
Some of you are saying that there always has to be an ulterior motive to great customer service. If you don't like their fees, you do not have to use them, but to assume that they overcharge just to maintain a good customer service record is disheartening at best. Good customer service leads to more repeat business. Seems like a successful business plan to me.
Please don't assume anything without considering what you are saying. I am sure we wouldn't like it if it were said that if we sell things, the only reason why we are successful is because we overcharge fees/commissions etc. I think your personal view is not fair to the subject at hand. As I said, if you don't like them, why use them?

[admrose]

There is no ulterior motive for good customer service and I never implied they get it out of the seller. Amazon has refunded my buyer's money before without taking it out of my account when the buyer claimed they never received the item and I provided tracking information stating that they had. In that regard, they are good both ways.

My problem is their fee system. When I sell a $12.99 item I lose $3.49 in fees. That's almost 27%. However, for bulk items it's easier to sell on Amazon than eBay; so it's a tradeoff. I get more exposure for my items but I pay for it in the end.

My other issue is with their fixed shipping credit system. I got $5.49 shipping credit for the aforementioned $12.99 item. I use Priority Mail Regional Rate box A for shipping; great if it's only $5.15 to ship, not so great if they're across the country and it costs $9.00+. I have absolutely no control over that rate and my items won't fit in a flat rate box, and any other weight based shipping is too expensive. Honestly this is my biggest issue with them, I'd gladly take the 27% fee if they used calculated shipping like eBay or at least gave me the option to do so.

As for why I use them, well, in the end it boils down to Amazon and eBay if I actually want to sell volume. Like the old phrase goes; if you want to dance you have to pay the piper.

[liveandievarieties]

As for why I use them, well, in the end it boils down to Amazon and eBay if I actually want to sell volume. Like the old phrase goes; if you want to dance you have to pay the piper.

Without meaning to offend, that is what is generally called the "cost of doing business".

In addition to fees from the market I choose to sell in, I also pay a fee to receive money, the cost of shipping supplies, postage, gas to pick up and ship packages, sometimes have to overpay to keep items in my inventory in stock, PLUS, the US and Washington State Government take money from me regularly, just take it to keep for them selves, calling it taxes.

But I'm lucky- I don't have to pay for the cost of a retail store, or many thousands a month for a commercial security system, expensive business insurance, or have to worry about selling options on my bullion to make sure I don't put myself out of business, or keep a gun pointed at customers just beneath the counter to make sure I get home alive every night.

In all, I average about 25-40% of my revenue being "the cost of doing business", and that isn't counting the cost of the coins themselves, most of which I don't cherrypick, but buy outright.

Paying my eBay fees actually makes me happy, it means that the more I pay, the more money I've made.

[willbrooks]

Without meaning to offend, that is what is generally called the "cost of doing business".

In addition to fees from the market I choose to sell in, I also pay a fee to receive money, the cost of shipping supplies, postage, gas to pick up and ship packages, sometimes have to overpay to keep items in my inventory in stock, PLUS, the US and Washington State Government take money from me regularly, just take it to keep for them selves, calling it taxes.

But I'm lucky- I don't have to pay for the cost of a retail store, or many thousands a month for a commercial security system, expensive business insurance, or have to worry about selling options on my bullion to make sure I don't put myself out of business, or keep a gun pointed at customers just beneath the counter to make sure I get home alive every night.

In all, I average about 25-40% of my revenue being "the cost of doing business", and that isn't counting the cost of the coins themselves, most of which I don't cherrypick, but buy outright.

Paying my eBay fees actually makes me happy, it means that the more I pay, the more money I've made.

Agreed. Your goal should be to pay a million dollars a year in taxes. If it isn't, well then you are missing the point.

[mustbebob]

There is no ulterior motive for good customer service and I never implied they get it out of the seller.

I do not believe I said you did admrose. If you read above, you can see that GrumpyEd did, and that is who I replied to. I am sure he can speak for himself.
HOWEVER...you certainly had your say about it, and I can respect that. How is it that we talk about customer service and all of a sudden there is a discussion about fees, and shipping. jnesbitt82 just had some nice words to say about Amazon Customer service. I think we should leave it at that...don't you?

[GrumpyEd]

I said I wonder if they refund that easily there must be some way they get it out of the sellers.
I didn't say they overcharged, if their bus model works that way they would need to charge for it somehow.

And I said their service sounds great.

[admrose]

If the seller can prove they shipped it and that the buyer received it, Amazon eats the refund. Without that proof they charge the seller for it.