Na semana passada, trouxémos um relato positivo sobre a cadeia de restaurantes McDonald’s. Hoje, trazemos mais um testemunho positivo de outra grande empresa norte-americana, desta feita a Amazon.

O Kindle é um dos seus mais importantes produtos: um leitor de e-books, que se liga directamente à Amazon permitindo aos utilizadores que comprem e leiam os livros no pequeno gadget. Recentemente, concorrência tem surgido (como por exemplo o Nook, da rival Barnes&Noble) mas com um serviço ao cliente como referimos em baixo, será complicado bater o gigante norte-americano.

Basicamente, um cliente pisou o Kindle e este deixou de funcionar. Ao enviar e-mail para a Amazon, rapidamente recebeu um atendimento de cliente com diversas opções que desconhecia para da melhor forma reparar o problema. Aqui fica todo o testemunho:

I’ve seen reports about the new Nook E-Reader, and while it has some nice features, I’ll be sticking with the Kindle after yesterday’s experience with Amazon’s customer service.

In a moment of inattention, I stepped on my Kindle (first generation). At first, it seemed fine, but when I tried to go to the home screen, part of the screen stayed on the “sleep” image. Nothing I tried made a difference. I checked some Kindle forums and found there is a guy who will repair broken screens for about $180. I also saw that Amazon sometimes replaces broken Kindles for varying prices (from free to $199). Since I know a refurbished Kindle 1 is $149, I figured that was the worst case, and I contacted Amazon.

I received an e-mail reply within a few hours (I sent my message late on a Saturday night), and they asked me to call to discuss the problem. I used the call button on Amazon’s site, and they called me immediately. The representative was VERY nice – she was sympathetic to my sadness at breaking my Kindle, and she spent quite a while with me, looking at various options. If my Kindle had been under warranty (it wasn’t), they would have replaced it free of charge, even though I freely admitted I’d broken it. Since it was out of warranty, they offered $100 off a new one (she said it was new, although I didn’t know they still had new first-gen Kindles). For a Kindle 1, that was $99. Sold. They also shipped it to me overnight at no charge.

She offered me a refurbished Kindle 2 for $219 (their regular price), and she tried to get $100 off that (now THAT would have been a deal I couldn’t pass up!), but after asking, she came back and said they could only do that if I’d broken a Kindle 2.

So I continue to be a Kindle fan. I’m glad the e-book reader market is exploding because competition forces all the companies to improve their devices, but I’ll be sticking with Amazon for the foreseeable future.

Fonte: http://www.mobiletechreview.com/ubbthreads/showflat.php?Number=34986