Categories
Photography

Amazon Customer Service Has Spoiled Me

I recently ordered a backpack from Wandrd, an independent company that makes bags for travel and photography. Wandrd does not offer free shipping. I ended up paying $10 for shipping. The backpack arrived in about a week. Although it was a nice backpack, when I saw it in person I realized it wasn’t for me.

I checked the Wandrd return policy page, where I was prompted to fill out a form. Wandrd responded the next day asking me to fill out another form with substantially the same information I had already supplied. They said they would respond within 48 hours. The next day they sent me a shipping address in Utah and asked me to me email them the tracking information.

I put the backpack back in the box with the return authorization email and took it to the Post Office. The postage cost $43.30. I debated just keeping the backpack because of the high shipping cost but I decided to send it back because I didn’t like it. When I got home I emailed Wandrd the tracking information. This is a lot of steps and friction for a simple return.

© David H. Enzel, 2019

Had I purchased a backpack from Amazon, as a Prime member the backpack would probably have reached me in one or two days. To return the backpack, I could have immediately printed out a return label and taken the box to a UPS store or an Amazon locker at Whole Foods. I probably would not have paid return shipping and if I did have to pay return shipping it would not have cost more than $40.

Amazon’s obsession with customer service is hard to compete with. I think I had started taking Amazon’s customer service for granted.

No more.

Categories
Podcasts Technology

‘The Kindle Chronicles’

I enjoy keeping track of developments at Amazon.com. My primary source of information is The Kindle Chronicles podcast.

Len Edgerly is the creator and host of the podcast. Len is a bright fellow with a background in journalism. He graduated from Harvard College in 1972 and the Harvard Business School in 1977.

Before retiring he was a business journalist at The Providence (R.I.) Journal-Bulletin, an editor of an energy magazine in Casper, Wyoming, and an executive at a natural gas company based in Denver.

Len has been podcasting since 2006, when he launched the Audio Pod Chronicles and Video Pod Chronicles. He began the weekly Kindle Chronicles podcast in 2008. New podcasts generally appear each Friday and last about 40 minutes. The podcast is a labor of love and is blissfully free of advertising. Each podcast consists of four parts:

  • Amazon related news
  • Kindle Tech Tips
  • An interview
  • Book recommendations

Len loves to read and I have come to value the book recommendations he includes in his podcast. I also have learned a lot about the fast changing publishing business by listening to The Kindle Chronicles.

But what I enjoy most is Len’s intellect and curiosity. I look forward to each new episode.