Amazon MP3 on the Android
Amazon claims “We’re Building Earth’s Most Customer-Centric Company” and they deliver. Every time I have had a problem, they jump through hoops to resolve it immediately.
Unfortunately, I am unable to make myself understood by the Amazon tech support team, which leads to lots of problems.
This weekend I purchased about $6 worth of music downloads from my phone. (3 tracks, and a CD) One of the tracks didn’t download correctly, and Amazon incorrectly charged my credit card and not my gift certificate balance. I sent this message:
I just ordered a CD and 3 tracks through my T-Mobile Android G1 phone. The third song, “Crazy Love” did not download. (The CD was purchased while not on a wi-fi network, so I’m not sure if it worked yet.)
My second problem is a billing issue. My account has a gift card balance of $29.01, but my credit card was charged. Please refund my card and remove the balance from my gift certificate. I would like future purchases to come out of that balance as well.
So what did they do? They refunded me the full $6 and told me to re-download. Nice, but not quite right…
It’s probably just the CSR’s canned response to dealing with complicated billing issues. With digital goods, the cost of issuing a refund is close to zero.
Thus it’s more expensive to take up additional time from the CSR than to simply give you a refund and new credit.
My guess is a fast response to avoid a possible chargeback.
For once, not being able to properly read is to *their* detriment instead of the customer. That’s amusing. 😛
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