While sweeping some of the detritus off my desktop today, I discovered a free MP3 download code I'd sliced off a disposable cup from a sandwich shop. Seemed like a good excuse to try out Amazon's MP3 store.
So I entered Amazon's MP3 Downloads area, input the first disposable song title that popped into my head, and clicked.
Amazon prompted me to download and install a helper application, which I did. But a few clicks later, I got a screen notifying me I'd been charged 99 cents for the song. I never had a chance to enter the discount code!
The experience reminded me of taking a friend to the Hollywood Guitar Center to help him buy a synthesizer. The salesman asked for my friend's credit card to check something, then returned a few moments later and smirked, "Congratulations! You bought it." We stormed out, but didn't do anything; the price was reasonable and my friend had wanted the instrument. But I've always regretted that.
This time, I immediately wrote to Amazon to complain and ask if I could input the code retroactively. Within minutes, a rep e-mailed back, saying he'd credited my account and understood how Amazon's One-Click Ordering system could lead to accidental purchases. He then asked me to send the code so he could straighten things out.
That's right: Refund first, ask questions later. Color me impressed.
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@John:
Shows the value of positive word of mouth.
Absolutely. It's been shown that angry customers are much more likely to post comments than happy ones, so I wanted to make sure credit got out.
Shows the value of positive word of mouth. I clicked on the Amazon link above just to see what the company offers. Too bad the MP3 service is available only to U.S. customers, but perhaps that will spread soon to Canada and beyond
I had a problem with the amazon downloader, where it only downloaded 1/2 the tracks. A quick email to amazon resolved the issue quickly. Generally pleased with the service, it does the import to itunes well.
I've also been very impressed. I buy lots of music at Amazon. Once I got a track that had just awful sound quality (cracks and pops, like an old LP). Contacted them (at something like 2:30 in the morning). About 15 minutes later, I got an e-mail from somebody who had already listened to the track in question, agreed that it was bad, and credited my card for the (89¢) purchase price.