Hiding behind the web
Nov 24, 2003 | Q

I guess I’m not the only one that noticed that a customer service phone number no longer appears anywhere obvious on Amazon’s website. (A few months ago, I bought a wireless keyboard from them, and when it was broken on arrival, went hunting for the proper way to deal with the problem. Alas, my biggest question — whether Amazon would pay for the return shipping on the broken keyboard — was left ambiguously unanswered by the help section of their website. Looking to get an answer, I then noticed that a phone number was nowhere to be found, replaced by forms that allowed me to submit my issue. Then I remembered that, way back in Amazon’s first days, I had put the phone number into my Palm… and sure enough, there it was, and it was still connected to the customer service department. By speaking with someone, I was able to handle the new order and return shipment in under three minutes. Of course, this was probably because nobody else knows how to call the company…)

Comments and TrackBacks

so, whats the number?!?!?

• Posted by: john jones on Nov 24, 2003, 11:47 PM

I was reading Jason’s blog today and he was talking about Amazon’s lack of a customer service phone number on their website. By the way, it’s 1.800.201.7575 When I get good customer service, I recognize it. When I don’t, I

• Pinged by hellojed on Nov 25, 2003, 12:32 AM

1.800.201.7575

• Posted by: Scott on Nov 25, 2003, 12:40 AM

Via Q Daily News, here’s the (hard to find) Amazon customer service number [Slate]: 1-800-201-7575….

• Pinged by Now This log on Nov 26, 2003, 11:05 AM

I have heard that Amazon really doesn’t want anyont to use a phone to call them, hence the hiding. I think it’s ridiculous, though.

• Posted by: Jennifer on Nov 26, 2003, 3:53 PM

Interesting. A few years ago it was next to impossible to find the Amazon.com number easily. But there are typically two sure ways of getting a phone number of a large company:

Online or offline yellow pages
and
Sites like Morningstar

• Posted by: Andrew on Nov 30, 2003, 10:43 PM

I find dealing with Amazon’s email system more of a hassle than going to the dentist. I tried the email system and as they send me replies to my inquiries (mind you I always pasted the entire prior communication into the box).. they would change the screen information to reflect what the new claim was. It was very frustrating. At one point my order disappeared entirely… and I send them an email to ask that on earth was going on… (I never got a reply to that one)

Thanks to this web information I was able to call someone.. the representative was not very helpful and I don’t know if all will be resolved… because now I am getting an email once I get my credit back… but at least I have a number to call back.

My lesson is that I will never order anything from them unless I absolutely have to and know I will not return the item. (It is not apparent that you are being charged for the shipping fee to return your item) And by all means do not order magazines from them. I made that mistake and when I did not get a subscription after 3 months and started another email war… I found out 2 months later that the magazine was no longer in business… 6 months after the original order was place I received my money back.


Bottom line is that all my time and hassle was in no way worth it.

• Posted by: Beatrix on Jan 28, 2004, 3:26 PM
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