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Amazon-azing ... they do listen (via Twitter)!

Posted by Tony Morse on May 11, 2009 at May 11, 2009 2:05 PM

So ... I have a Kindle2 and love it. Only one (minor) glitch so far that required interaction with the support team at Amazon. The email team was no help ... so I clicked the link on the email when it didn't solve my problem. I was presented with the option of getting a call from them, which I took to see how it would work. I wanted the problem solved and I wanted to see how the service compared to the call back options from our client Virtual Hold.

I chose to get a call immediately. As soon as I clicked, my phone rang ... but they put me on HOLD!

As I went through a total of about 15 minutes between hold time and support help, I Tweeted the challenges and surprises ... again, in part to see what happened.

Problem solved (no surprise), but the real surprise came later ... when an Amazon contact chose to follow me on Twitter.

A small experiment, based on real-life activities. I guess you just never know who is listening....

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