Customer Service as a Nice Surprise

Sometimes companies can surprise you. I bought a handheld GPS from
Amazon.com on October 12th. I needed it for an Enduro Race in Arizona
on the 24th. I decided to go with the free shipping option because the
delivery date was estimated to be October 20th. The 20th came with no
package on my doorstep, so I decided to track it down...

Amazon's website gave a tracking number with the United States Postal
Service, and kept the estimated delivery date at October 20th. I went
to USPS.com, but they had no record of the package. Hmmph. UPS.com was
next, but they didn't have it either. Finally, I found that FedEx had
it and had sent it from Ohio to Pennsylvania, and weren't planning to
deliver it until the 24th (when I'd be in Arizona).

I filled out a customer service complaint, not with the expectation for
action on Amazon's part, but more as a form of therapy for myself. I
wanted to inform them that if it didn't arrive by the 23rd, I'd be
buying it locally and returning their shipment. I added to boot that I
would not be using Amazon in the future.

So last night I received this email. I was completely surprised, and
completely happy. In true "Dumb and Dumber" fashion, I thought "then
you go and TOTALLY redeem yourself!"

-----Original Message-----
From: "Amazon.com Customer Service" <cust.service03@amazon.com>
Sent: Tue, 20 Oct 2009 17:49:57 Pacific Daylight Time
To: Me
Subject: Your Amazon.com Order #XXX-XX-XXXXX-XX

Hello,

I'm extremely sorry to hear that this package hasn't yet arrived to you.

Your package was shipped on Oct 14, 2009 by a service called FedEx
SmartPost. FedEx takes these shipments from our fulfillment centers and
delivers them to the U.S. Post Office closest to the destination. The
U.S. Postal Service will make the final delivery.
I understand that you need this shipment by Oct 24, 2009 and the
tracking information on carriers website states that it will be arrived
on Oct 24, 2009.
To ensure that you receive your items as soon as possible for you needs,
I've placed a new order that's listed below. We'll ship it to the same
address as soon as possible. I've also upgraded the shipping method to
One-Day Shipping at no additional charge.

Estimated Delivery Date: Oct 22, 2009
There's no charge for this replacement order.

If the original order does show up, please use our Online Returns Center
to return the extra order or refuse the package :
http://www.amazon.com/returns

We look forward to your next visit.

Best regards,

Balaji K.
Amazon.com
We're Building Earth's Most Customer-Centric Company
http://www.amazon.com/your-account