Friday, June 20, 2008

Amazon.Com's melting down

1. On around 10 a.m. on June 18, 2008, I placed an order (#104-7260042-2096242) with Amazon for a Motorola MOTOROKR 505 Bluetooth hands-free device to use with my mobile phone. This was a one-click order for two-day delivery on my Amazon Prime account.

2. At 11:27 a.m. on June 18, 2008, Amazon sent me an email confirming my purchase.

3. At 4:49 p.m. on on June 19, 2008 -- almost a day and a half after confirmation -- Amazon sent an email stating that my item was "displayed at an incorrect price" and that they had unliterally CANCELLED my order.

4. Ironically, I had ordered this same product (104-2001654-4645020) on June 4, tested it, found it suitable and thus bought another one. Or so I thought. The device is needed because a new California law which takes place June 1 requires that all phone usage while driving be hands free.

5. All of the responses from the online customer service are 'bot form messages. The phone numbers are as useless as Amazon's customer "service"!

After 45+ minutes on the phone with three different very nice but totally clueless and powerless customer "service" reps, they tell me that they can't or won't do anything at all.

These same reps tell me that there was nothing wrong with the price. It's that the product is out of stock?

WTF? Amazon can tell me when there is one or two copies of a book left and they take my order and a day and a half later cancel it?

So which story do I believe?

6. Offering a product and failing to follow through is a breach of contract and a violation of federal and state consumer laws.

7. I am one of Amazon's first Prime customers and spend upwards of $10,000 per year with them. THAT's going to change today.

8. This mess-up is legally a violation. In the middle of a recession, it's a slap in the face to a good consumer. Morally and ethically, it is simply wrong.

9. All this is a sign that Amazon is melting down. Their servers are crashing and their database can't track inventory. Plus, in the middle of a recession, they choose to screw one of their best customers? That's bad business. It costs Amazon FAR more money to acquire a new customer with my spending habits than it would have simply to do the right thing.

This company is headed downhill. I sold my Amazon stock this morning.

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