Wow, Amazon. I’m impressed.
I woke up this morning to an email from Amazon in my inbox detailing a refund I received for the “JOBS” movie I rented a few days ago. Sweet! Except – I don’t remember requesting a refund. I do remember the video being a little choppy at times, but we’ve come to expect the occasional hiccup ever since we “cut the cord” 3 years ago.
Well, just as I was scratching my head trying to remember if I “sleep-emailed Amazon customer service”, I received the email below. Well done, Amazon! I wrote about Amazon anticipating customer purchases before, but Amazon anticipating customer dissatisfaction and proactively addressing it is an example of how to turn your detractors into fans, and your fans into rabid fans.
We noticed that you experienced poor video playback while watching the following rental(s) on Amazon Instant Video:
We’re sorry for the inconvenience and have issued you a refund for the following amount(s):
While Amazon Video On Demand transactions are typically not refundable, we are happy to make an exception in this case. This refund should be processed within the next 2 to 3 business days and will appear on your next billing statement for the same credit card used to purchase this item.
Please visit our troubleshooting page for tips on ways you can potentially improve your viewing experience: http://www.amazon.com/gp/help/customer/display.html?nodeId=200256920
We hope to see you again soon,
Amazon Instant Video Team