Too often do we read about customer service nightmares, and too rarely do we read about the pleasures of dealing with certain companies. I’ve always thought this was a bit backwards.

Well, I just had a great customer service experience and I want to give credit where credit is due. Last week I ordered a book from Amazon.com called Getting Things Done by David Allen. The book arrived, I went home, cracked open a beer, sat on my brand new lazy boy, and slowly opened the book — savoring that new book smell. Oddly enough, the book jumped right into the thick of things. No table of contents, no preface, nuttin. I was three pages into it when it dawned on me that I might be missing some pages. Sure enough, pages one through fourteen were no where to be seen. I was a little bummed, but I know that these things can happen from time to time. The first thing I did was to see if anyone had had similar problems with this particular title, and they had.

So I did the next obvious thing, I contacted Amazon. Or more precisely, they contacted me. While I was on their site searching for contact information, I came across a “Call Me” button. Being the spontaneous adventurer that I am, I clicked it. It then prompted me for my phone number and options for when I would like them to call me back; right now, 5 minutes, 10 minutes, or 15 minutes. I really wasn’t doing anything at the time, due to lack of reading material, so I clicked right now. Almost the same instant I clicked the button, my phone started to ring. “No Way!” was all that came to mind. So I answered it. It was a recording telling me they were connecting me to Amazon. A few seconds later I was talking to an Amazon customer support representative. Since I was logged into my account when I clicked the “Call Me” button, he had all of my information already up on his screen. He politely asked me a security question to verify that I was who I said I was, and then went on to ask me how he could help me this evening. I went on to tell him my sad story. He apologized to me and assured me that he would send out a replacement immediately. All I had to do was print up the prepaid mailing label that he emailed to me and send my defective copy back to them free of charge.

It couldn’t have gone any better. The whole experience took less time than it did to write this blog entry. Anyways, that’s my story. I’ve always loved doing business with Amazon, and this is just one of the many reasons why.