Comments on: What to do when Amazon decides to jump into your business http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/ Wed, 22 May 2013 07:25:51 +0000 hourly 1 http://wordpress.com/ By: Adam http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/#comment-1319935 Thu, 14 Mar 2013 17:29:39 +0000 http://gigaom.com/?p=611171#comment-1319935 Wait… what?

http://www.forbes.com/sites/prospernow/2012/08/28/amazon-1-in-customer-service-but-will-this-lead-to-sustainable-loyalty/

http://toddbouldin.wordpress.com/2011/07/31/amazon-is-1-in-customer-service-five-reasons-why/

http://news.cnet.com/8301-1023_3-20050445-93.html

http://www.huffingtonpost.com/2013/03/10/best-reputation-companies_n_2831138.html#slide=2195467

http://www.dubaichronicle.com/2013/03/04/worlds-most-admired-companies/

http://www.theverge.com/2013/2/12/3983142/amazon-tops-2013-harris-interactive-reputational-quotient-survey

…and if you’re talking just about AWS, there’s plenty of options:
http://aws.amazon.com/premiumsupport/
http://aws.amazon.com/contact-us/

]]> By: Nandavarapu Kiran http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/#comment-1313581 Tue, 19 Feb 2013 17:47:07 +0000 http://gigaom.com/?p=611171#comment-1313581 great post Chris…

]]> By: Michael Lafferty http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/#comment-1313353 Tue, 19 Feb 2013 09:48:23 +0000 http://gigaom.com/?p=611171#comment-1313353 When something ‘goes wrong’ with anything Amazon—even something as simple as a time-sensitive product order—you are largely screwed! Resolution is driven from their end, on their timetable, and it can take days.

In my estimation, Amazon has support second only to the lowest threshold of service in the world: that of Google. At least the offer human contact for issue reporting, albeit in South Asia for consumers and in Canada for corporate accounts. But, that’s it. Submit a ticket with a customer support representative, and wait. And, wait.

Google requires electronic submission to almost in discoverable addresses, takes days to reply with a message which essentially blows you off, and does not begin to address the issue. Yet, within 24 hours, those weasels issue an automated query asking how they handled your issue.

The state of [clearly non-existent] customer service from the organizations is truly breathtaking.

]]> By: Chris Potter http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/#comment-1313205 Mon, 18 Feb 2013 21:40:19 +0000 http://gigaom.com/?p=611171#comment-1313205 Great point! I guess the good news is that this provides external validation that there is a large and growing problem. If you play your cards right you can draft on the awareness that Amazon helps generate. It can also help craft a David & Goliath narrative.

]]> By: Brandon West http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/#comment-1313031 Mon, 18 Feb 2013 16:29:51 +0000 http://gigaom.com/?p=611171#comment-1313031 It’s counter-intuitive but I think Amazon SES actually helped business at SendGrid by widely publicizing the problem being solved. A much larger audience knew that SMTP in the cloud was available once Amazon told their user base, and a lot of people are after the extra features that SES doesn’t offer.

]]> By: Chris Potter http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/#comment-1312774 Mon, 18 Feb 2013 00:25:12 +0000 http://gigaom.com/?p=611171#comment-1312774 Thanks for the feedback. Even in a small company providing a great user experience is tough. Much harder to do at Amazon scale. Guess that’s one of the many reasons they ended up buying zappos.

]]> By: Jeff Martens http://gigaom.com/2013/02/17/what-to-do-when-amazon-decides-to-jump-into-your-business/#comment-1312727 Sun, 17 Feb 2013 21:06:35 +0000 http://gigaom.com/?p=611171#comment-1312727 Great post. One area that AWS lacks in that others can do well at is user experience. Zencoder remains the market leader in part because people LOVE working with the company and service. Thats worth a lot.

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