Amazon.co.uk – 5 estrelas

Venho aqui relatar-vos uma coisa que me aconteceu com uma das encomendas que fiz da Amazon.co.uk. Tratava-se de uma encomenda de um conjunto de dvd’s e de um livro do Stephen King. Comecei a achar estranho a encomenda nunca mais chegar, mas após o Natal, tinha-a em cima da minha secretária embrulhada num plástico dos CTT. Uma vez que as outras não vieram assim, fiquei de pé atrás e quando finalmente cheguei a casa descobri que tinha razão, pois a encomenda tinha sido violada. Dvd’s nem vê-los, mas o livro estava lá,apesar de estar mal tratado. (Neste país, quem é que rouba livros?)

Nessa noite, enviei um mail para a Amazon a contar o sucedido e a perguntar o que podia ser feito. 45mins depois, respondem-me a pedir imensa desculpa pelo sucedido, de que eles são responsáveis para que a encomenda chegue em condições e questionavam-me sobre o que eu queria que eles fizessem, se queria que eles me devolvessem o dinheiro ou se preferia que eles voltassem a enviar a encomenda sem qualquer encargo.

Optei pela segunda hipótese e escrevi um mail a dar-lhes os parabéns pelo excelente serviço ao consumidor.

No passado dia 15 de Janeiro, recebo uma carta dos CTT – Monitorização de tráfego internacional, a pedir para entrar em contacto com eles, a respeito duma encomenda vinda da Grã-Bretanha. Fiquei logo a pensar que o pessoal da Amazon.co.uk tinham-lhes pedido satisfações e agora vinham eles falar comigo, mas… afinal não era nada disso. Era apenas para dizer que tinham encontrado os dvd’s que faziam parte da minha encomenda e que me iam enviar para casa.

Bonito… senti-me mal, porque a Amazon.co.uk havia sido impecável e acabei por lhes enviar este e-mail:

Hello, good evening.
In the 29th of December, I’ve sent you a complaint about an order where an item was missing ("Rocky: The Complete Saga (6 Disc Box Set) [1976]") and another one ("Just After Sunset by Stephen King") was pretty damaged. You have answered my e-mail telling me that you could send me the items once again, at no cost. I've received everything in perfect conditions, and I would like to thank you for that.
The reason that plunges me to write you this e-mail is this: I have received a letter from Portugal's Post Office (CTT - Correios de Portugal) asking me to get in contact with them, with the subject that it had something to do about an order from Great Britain.
I've talked with them and it seems that they had found an invoice that was glued with some dvd's, and they had my name and address.
They didn't give any more details, only that they were going to deliver that item to my address, today. I have received it, and although the box has some minor scratches, I would like to know if you want me to send it to you. I don't know the reason of this sudden appearance, after all it has passed more than two weeks since my complain. I don't know if you had some conversation with CTT post office that could result in this thing to happen.
Thank you very much for all your work, I apologize for any harm that I had done but I never had any bad intention towards you. Still, all that I said was true, the package did arrive at my address and it was ripped open, the book was damaged and the other item was missing, so I could never let this event pass.
I feel awful for what happened I would like to know how can i redeem this event.
Kind regards,
XXXXXXXXXX

E o que é que eles respondem a isto? Bom… isto:

Dear Customer
Thank you for contacting Amazon.co.uk and for bringing this to our attention.
Firstly, please allow me to apologise for the inconvenience you have experienced with this order #xxx-xxxxxxx-xxxxxxx.
In addition to a wide selection of items, one of our aims at Amazon.co.uk is to provide a convenient and efficient service; in this case, we have not met that standard. Please accept our sincere apologies.
I request you to keep the items with our compliments, as the cost of return of the package is prohibitively expensive in this case. Perhaps you would like to donate it to a charity in your area if you feel it would be appropriate to do so.
We apologise for any inconvenience this has caused you. Thank you for shopping at Amazon.co.uk.

E eu ainda fico mais parvo com o tipo de serviço que esta loja oferece aos seus clientes. Agora ando à procura de quem queira ficar com Rocky: The Complete Saga e com o livro Just After Sunset do Stephen King, que até tem trailer.

- BL