Our Amazon story for Mop...
Posted by
David (aka David)
Nov 7 '12, 08:51
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We have what has been confirmed to be the largest Amazon Video Library in their database. Our record size grew so large that their system for displaying our Video Library stopped working briefly in March and then once and for all in May.
During that time frame, the company has unveiled a new system with upgraded display capabilities. They debuted it on the new Roku and the PS3 then added it to the XBox 360 over the summer. So we have always had at least some access or our library. We were not able to display it via our preferred methods, though.
Our preferred methods are directly through our LG TV and our Panasonic Blu-Ray players. We don't have a Roku in our living room and the other TV in this room does not have the Amazon app. So we were blocked out from watching in our living room, which angered us.
Over a period of six months, I complained about a dozen times regarding this issue, spending over 20 hours over the phone with them in an attempt to troubleshoot the problem. I never went above the Amazon Video people because I like that group of CSRs overall. Eventually, one of them basically washed his hands of the situation and said, "There is nothing else I can do for you."
At this point, we went straight to the Jeff Bezos email address, their highest level of customer support. Within 72 hours of this happening, Amazon recognized that our situation had slipped through the cracks of their usual high level of customer service. An agent contacted me and offered a free $1,200 Samsung TV. This product features an Amazon app that they have tested and our confident will load our Video Library. It arrived this morning.
This matter is in stark contrast to our Best Buy situation. We bought an HDTV from them that tore up almost immediately. The local store manager gave his word that if the unit tore up again outside of warranty, he would take care of us as loyal customers. When the warranty ended, the TV lasted a whopping two months before the issues occurred once again. At this point, the guy obnoxiously refused to do anything and effectively called us liars. We wound up having to lodge a complaint to the Better Business Bureau regarding his duplicity.
I say all of this to exemplify the stark contrast in the customer service behavior of the two companies. We bought a thousand dollar TV from Best Buy. When it broke, they failed to repair it properly and refused to rectify the matter in spite of a previous assurance.
Contrast this with Amazon. When they recognized an issue with a loyal customer, the company offered me a $1,200 TV for free as an apology.
Please keep this information in mind as you spend your money this holiday season.
(I'm forwarding this post to The Consumerist.)
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Responses:
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wow -- nm
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znufrii
Nov 7, 09:12
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"and the other TV in this room does not have the Amazon app" -- nm
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zork
Nov 7, 09:08
5
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*THE* largest video library at Amazon? Holy!!! -- nm
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Mop on Mac Pro
Nov 7, 09:01
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that is freakin awesome -- nm
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Pippygalore
Nov 7, 09:00
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that is amazing. on many levels. -- nm
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Moneypandie
Nov 7, 08:59
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Are you going to forward our repsonses? If so, I wanna say, "Hi mom!" -- nm
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Spawnfall
Nov 7, 08:59
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wow. how many frickin' videos do you have with them ? -- nm
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decline
Nov 7, 08:55
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Just out of curiosity, how many Amazon titles do you have? -- nm
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Master Kilbo
Nov 7, 08:54
13
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I bet your picture is hanging in the IT center with votive candles under it. -- nm
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Reagen
Nov 7, 08:54
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Very interesting story and I hope you love your new TV! Congrats!
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Krusty
Nov 7, 08:54
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Sweet -- nm
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Truman
Nov 7, 08:53
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Congrats David, that's awesome. (Hope the new tv is a champ.) -- nm
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Don Homer
Nov 7, 08:52
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