While writing my longish mail on
Amazon's 'Subscribe and Save' category and tweeting it to Amazon, Amazon India
and Jeff Bezos Twitter handles, I had not expected a prompt reply.
It was based
on my previous experiences. I have done this exercise with many companies - on
this or that issue related to them.
So far, my best experience has been with Dell India
- its customer services team and its social media extensions.
And about my worst -well, there
are many and picking a particular one is difficult. But if I am asked to pick
one -I would say Eureka Forbes.
After consistently following multiple
times, through phone and Facebook extensions, I was forced to hang up but the
Eureka Forbes folks refused to buzz from their eternal slumber. Apart from many
product and service related issues, I was not sent even my receipt that I was
promised after making online purchase for an Aquaguard Enhance water
purifier (along with a freebie, that, too, never came).
Though a response from Amazon
India over phone line has been efficient so far, its Facebook version was dull,
and on the line seen so far, with so many companies.
I posted my write-up on the issue
I am facing on Amazon India's Facebook page. Obviously, it was the headline
followed by the link of the write-up. Soon, a message popped up, a reply from some
guy entrusted to monitor Amazon India's Facebook page. On expected, and worn-out
line, the person told me that 'I needed to be specific' in what I wanted to
Well, what can I say on this!
We folks spend a great deal of time writing about issues we face and we expect that the concerned organization would
at least take the pain to read them.
I don't know if that
Because there was no further
reply from any Amazon staff after I wrote back requesting that the person
should open the link attached - where I had written 'very specifically' about the
problem I was facing.
And it was when it was not an
outright criticism - but a suggestion conveying a potential problem
that may see more of it in the days ahead.
And on Twitter?
Here again, I tagged
Twitter IDs of Jeff Bezos, Amazon, Amazon India and Amazon Help along with my
But no response has come so
far and its almost 24 hours now.
Yes it was a weekend and there
might be slippages but it looks quite awkward given the fact that there would
be dedicated social media teams, even for Jeff Bezos' personal Twitter handle.
I hope there is still time given Amazon India's track record and given the fact that E-commerce or online
retail cannot dominate a business scene if it is not customer friendly.
I do this exercises randomly to get some handy information
about how companies are treating their customers - about their marketing
communication and public interface practices in the B2C environment of E-commerce
that is slated to grow manifold.
Most of the companies and their honchos fail
here, some miserably.