There are many popular stories about Amazon CEO Jeff Bezos and his focus on solving problems for consumers. This goes on the same list. Recently, when a customer from Mumbai wrote to Bezos about a missing package, within days Amazon executives contacted him and solved his problem. That doesn’t mean Bezos can finish reading all the emails Amazon customers might send him, but it does show that he reads some even though he may not respond.
This story is about Omkar Hanmante, a Mumbai resident, and his attempt to buy a phone for his grandmother from the Amazon India website. Omkar ordered a basic Nokia phone for his grandmother. But he never received it, even though his order status page showed that the phone had been delivered.
A little baffled and annoyed, Omkar wrote the following email to Bezos:
I hope you are fine
I am very disappointed with the customer service and delivery protocols
The phone I had ordered from Amazon was not delivered to me, but it was put at the company’s gate and a thief stole it. I never got any calls even for delivery.
Also, your customer support team just tells me that the investigation is ongoing and gives a standard response as if you were talking to a bot. I have the CCTV footage of the entire ordeal on the link below.
The full episode is very frustrating and I’ll think twice before buying from the website again. “
Amazon CEO Jeff Bezos is known for reading customer emails. Even if he doesn’t respond directly to a customer, he forwards those emails to the managers in charge. Bezos said in interviews that he still personally reads customer emails that were sent to him.
Shortly after writing the email, Omkar received a response from one of the executives of Amazon’s customer relations team. The executive wrote an elaborate email suggesting a way forward: “Jeff Bezos received your email and I reply on his behalf,” this email said.
Amazon executives soon took a fresh look at the evidence of the theft that Omkar had previously provided. The phone was delivered to the right address, it just didn’t go into the hands of its rightful owner as the courier decided to leave the package at the entrance gate. When the CCTV footage was viewed, a man was seen stealing the phone and taking it away.
What followed was a resolution that took some time but Omkar got his money back.
Speaking about the episode, Omkar says: “Amazon is a completely elaborate company. If a customer’s case is genuine, they will refund or return the product. I am very happy with the customer service and Amazon has successfully kept me as a customer. “
What do you do if your Amazon package is stolen? Well, you can write to CEO Jeff Bezos how this Mumbai man did and he will fix the problem.
- A Mumbai customer ordered a phone for his grandmother.
- He wrote to Amazon CEO Jeff Bezos after he didn’t receive the package.
- Bezos read the mail and ordered the Amazon team to fix the problem urgently.