Fun With Amazon’s Customer Support

Tom the cat chases Jerry the cartoon mouse

I laughed so hard on Saturday night. And I’ve got a great little story about Amazon’s customer support. I don’t usually share personal stories, but this one feels like it’s worth an exception. It all started because it had been a long weekend, and I’d just wanted to curl up and watch a video on my Kindle Fire…

Unfortunately, the Kindle’s video store ended up warning me that the video I’d ordered was taking longer than expected to download – and then never delivering it! It wouldn’t let me place the order again, but the video still wasn’t showing up. I’d tried Amazon’s web site, but got the exact same error message. So I clicked on the “help” link — and that’s when the fun began…

Now let me explain something. It was raining, and after running around town doing holiday errands, I’d just wanted to relax. And I’d rememered that Amazon gave me a $3.00 credit for videos for my Kindle Fire, but I only had one more day to use it. I’d spent $2.00 to watch an episode of South Park, but there was still $1.00 left. And I’d wanted to watch something comforting, maybe an old favorite from my childhood…

It turns out that one of Amazon’s options for customer support was to have an online chat in real-time. And yes, I wanted my video and I wanted it now, so it seemed like the best solution. Besides, I could test Amazon’s customer support, to see just how good they are at troubleshooting. And I was impressed that someone turned up right away — though since it was 7 p.m. on a Saturday, I suspected he might be in India…

“You are now connected to Saransh from Amazon.com,” explained the text that Amazon displayed in a chat window on the screen. And I was a little embarrassed about having to admit what I’d been trying to watch to a live person. “I ordered a Tom & Jerry cartoon on my Kindle Fire,” I explained sheepishly, “but it keeps giving me an error about how it’s taking longer to arrive than expected…”

“A member of our Amazon Instant Video team will need to help you with this,” Saransh typed, adding “Please hold while I transfer you. One of our Amazon Instant Video Specialists will assist you shortly.”

All this fuss over a cat-and-mouse cartoon from the 1940s, I thought to myself. But I was really impressed at the instant customer support Amazon was providing. And I didn’t have to wait too much longer before another support association started typing in the window. His name was Sneha, and he typed hello, then added, “I will look into this straight away for you. May I place you on hold for two minutes, while I look into this?”

“Hi Sneha,” I typed, not sure how friendly I was supposed to be. “Sure. Go ahead.” And he began researching the problem.

His first search seemed to come up empty-handed. “I do not see the order on your account pertaining to Tom and Jerry,” Sneha typed. “Were you able to place to place the order or you were in the process of doing that?” But then he typed, “Okay. I see the order now. Sorry…” Unfortunately, by then I was already typing away.

“I placed the order on my Kindle Fire, and also tried again on video.amazon.com.” I realized that I hadn’t given him the exact title, so I also typed in. “It’s called ‘Puss Gets the Boot.’ Tom & Jerry are just the name of the characters…” But then I realized he didn’t need anything that I’d typed. Look at me, I thought, jabbering away with all this extraneous info…

“Yes, I got it ,” Sneha typed. “Thank you :)” So then, just for laughs, I typed…

“Tom is the cat, and Jerry is the mouse.”

I described the whole surreal moment to my girlfriend, and then joked about even more extraneous things I could’ve typed into the chat window, if I’d wanted to seem like even more of a clueless user. “They chase each other around. The cat is grey. See if you can find a cartoon like that. Because it’s probably them…”

And we laughed and laughed…

But I really have to hand it to Sneha, because he did solve my problem almost instantly. He told me to log out of the Instant Video page on Amazon, and to basically try turning my Kindle Fire off and on. My girlfriend joked that it was like the catch-all advice that was always offered by the geeks in a British sitcom called The IT Crowd — but in this case, it really worked. The video page on my Kindle Fire now showed one more video in my library: the Tom and Jerry cartoon Puss Gets the Boot.

And not only did Amazon solve my problem immediately, but Sneha also endeared himself to me with the way he responded after I’d explained that Tom was the cat, and Jerry was the mouse. He typed back into Amazon’s support window…

“Its my favorite cartoon show…”

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