An Experment in OMG
Last week I had a problem with an Amazon order, and today I wanted to resolve it. So I went to the Help section of the website, and on the right-hand side of the page, I noticed that I could contact Amazon not only by email, but also by phone. “Provide your phone number and customer service will call you right away,” it said. So I clicked through and entered my phone number, expecting a callback sometime later in the afternoon, but…well, try it.
Ultimately, it’s no different than dialing a customer service center [in Bangladesh] yourself. Yeah, technically they’re calling you, but you still get put on hold ’till a rep becomes available–same experience in the end. Still, by framing it as a “call back” and by making that “call back” happen immediately, they make it seem like Amazon is really on top of its game. Pretty sneaky, sis….
sturtle [dot] com 