Monday, October 25, 2010

good after-sales service

Amazon is often held out as the example of good practice - and it is a notion that is hard to argue with. Here is another example [see also why online retail works]. This time I made a purchase on Amazon Marketplace [where Amazon host other sellers' online offerings, reather like an offline consession] - and a couple of days after the purchase I got this email:
Excellent stuff - I can think of a lot of companies who would have put my money into their bank account straight away - refunding it if the order fell through for any reason. OK, so it's not that big a sum of money, but multiply it by thousands - or millions - or purchases and you have a significant amount of interest being gained over those few days.

Footnote: I used the Amazon email to reply to the seller and received an automated reply saying they would look into it when they were back at work [I sent it at the weekend]. On the Monday morning I got an email from Amazon and one from Millet Sports - both confirming the product had been despatched.

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