After having battled it out with customer service operations of Indian companies such as Airtel (dismal) and MTNL (slightly less dismal), dealing with Amazon this morning was nothing but revolutionary.
First up, the problem: My Kindle’s screen displayed a strange pattern and was stuck in a “Critical battery” screen. It’s a few years old, so the ordinary 1 year warranty wouldn’t apply.
Since this however, seemed like some internal software or hardware error I decided to contact Amazon. Conveniently, you can easily do so via online chat on their website. I entered the chat and described my problem. The original chat representative connected me to a “Kindle specialist”. After he started with the regular customer service routine (plugin, reset etc.) I realized that it would go faster if I uploaded a picture of the Kindle to my Dropbox and sent it to him.
As he received the picture he quickly realized that a replacement order was necessary. He went off for a minute to file it (I guess) and returned to chat saying I would be contacted by replacements department in 48 hours. Within 20 minutes I received an order confirmation that they had created a replacement order with express shipment which would arrive in the next few days…
Now this is how you create loyal customers (& ambassadors for their products…)