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Rich Tehrani writes about Amazon feedback.

I recently ordered a $15 Firewire A high-speed serial bus developed by Apple and Texas Instruments that allows for the connection of up to 63 devices. It is widely used for downloading video from digital camcorders to the computer. Also known as the IEEE 1394 standard, the i.  cable for a new video recorder See DVR, DVD-R and DVD drives. . As it turns out, I ordered the wrong cable. Interestingly, this order was placed by an affiliate of Amazon Amazon, in Greek mythology
Amazon (ăm`əzŏn), in Greek mythology, one of a tribe of warlike women who lived in Asia Minor.
, and when I tried to ask if I could exchange the cable, my e-mails went unanswered.

A few weeks later, Amazon sent me a survey asking me if I was satisfied with my order. I responded and told them about the cable mix-up and that the vendor had not responded to my two e-mails. I didn't realize that my response to Amazon would now be permanently posted online.

Guess who called me a few days later ... the vendor. They credited my card for the cable purchase and told me that failing to provide customer service to a $15 customer (granted, I spent a thousand plus dollars on the video camera the same day I ordered the cable--just not from them) can break a company. A single impression that a company has poor customer service is more damaging than I imagined.

I feel terrible that I cost this company business, but at the same time, I marvel at how powerful the Internet Internet

Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the
 can be. I wonder if there is a "pen is mightier than the sword" analogy analogy, in biology, the similarities in function, but differences in evolutionary origin, of body structures in different organisms. For example, the wing of a bird is analogous to the wing of an insect, since both are used for flight.  for the Internet. Is it "The Internet is more powerful than the lawsuit lawsuit: see procedure; tort. ?"

The whole incident has been an education, and it should teach us all that selling products in a world where there is an Internet--whether you sell online or not--is very dangerous. You cannot take for granted even your smallest customer, as sometimes these are the customers who can break your reputation.
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Publication:Customer Interaction Solutions
Article Type:Brief Article
Geographic Code:1USA
Date:May 1, 2005
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