Here's an interesting story about taking care of your customers. I recently had a birthday, and my wife decided to buy me the new Kindle, Amazon's wireless reader. For someone who travels and reads as much as I do, it seemed like the perfect gift.
But the Kindle has been so popular that it takes 6-8 weeks for them to ship your order. It is amazing that popular gadgets like the Wii and Kindle simply aren't "in stock" - especially in this economy - but that's not the way it works. So, she ordered me the Kindle and I started my wait for it to show up.
But then I read that the Kindle 2 is about to come out, and I'm a little pissed off. I'm thinking that I'm going to be stuck with the v1.0 product. Now I'm sure I would have loved an original Kindle, but when there's an upgrade, you want the newest model, right?
So, I started thinking about contacting Amazon to see if I could somehow circumvent the order, and swap out my original order for the new Kindle 2. But of course that's not usually an easy process, and I was in the middle of a road trip. So I did nothing and prepared to be a little disappointed.
Then on the day the new version came out, I received the email below. And of course, I was amazed that Amazon anticipated this issue, and took care of it so seamlessly and nicely. If they keep up that kind of service, I may just tell a few people about it.
It is impressive how some companies simply "get" customer service, and how they always seem to be a step or two ahead. While everyone else is cutting back on service people, Amazon continues to shine.
Dear Kindle Customer,
Today, we introduced Kindle 2, the next generation of our wireless reading device.
Because you already ordered the original Kindle and are awaiting its arrival, we're pleased to inform you that we are upgrading your order so that you will receive the new Kindle 2. You will be in the first group to receive Kindle 2, and you will receive yours as soon as Kindle 2 becomes available later this month. You need not do anything.
With a new sleek design, Kindle 2 has seven times more storage and carries over 1,500 titles. An advanced display provides even crisper images and clear text for an improved book-like reading experience. Page turning is faster, the battery life is 25% longer, and our new 'Text-to-Speech' feature means Kindle can even read to you.
Read more about Kindle 2 at http://www.amazon.com/kindle2
Should you wish to view or change your order you may do so any time prior to shipment by visiting: http://www.amazon.com/wheres-my-stuff
We hope you enjoy Kindle 2.