In my last post, I explained how an Amazon Basics shredder I’d purchased failed after just a few weeks of use and how impressed I was by my initial customer service experience with the company when reporting the problem. I promised to follow up after the transaction was complete.
I dropped off my broken shredder at a UPS store on Monday, Feb. 4. Return shipping was paid for by Amazon. Because I live so close to Amazon’s return processing facility, the company received received my shredder the day after I dropped it off. Today, two business days after the drop-off, I received a notification my return had been processed, followed by a notice of my refund.
Between the time I requested a return merchandise label and the date I shipped the item, I emailed a couple of questions to the Amazon customer service team. Each time, I received a prompt response.
After shipping my item, I could log into my Account, then select “Return or replace items” and “Manage my returns” to track my package. The only improvement I’d make to this section is adding the notification that the return was processed and the refund issued, but that is a very minor flaw.
Besides the fact my shredder was a poor quality product, I really have no complaints about my Amazon shopping experience. Within a week of requesting to return the item, I have my money back and can now purchase something else.
To protect my personal information, I make a habit of shredding documents that someone could use to steal my identity. After many years of faithful service, my trusty shredder showed signs of its impending doom in December. I read a lot of shredder reviews before picking a new one. The choice came down to a more-expensive model (which had the best reviews) or a budget model that seemed to work well for most folks.
I chose to take a chance on the AmazonBasics 12-Sheet Cross Cut Shredder. At a price of $60 with free shipping, it was one of the best values out there. Until it stopped working, that is — a mere six weeks after it arrived at my home. I shredded four sheets at once (one-third of its alleged capacity), and the shredder jammed. I tried reversing it and using other troubleshooting steps, but the paper in there won’t budge. Repeated attempts to dislodge it began to result in a burning smell from the unit.
I called the customer service number on the front of the product manual and was pleasantly surprised when an Amazon representative answered the phone immediately. I expected her to grill me about why the product didn’t work, but she simply asked if I would like her to send me a prepaid label to ship the product back. While we were on the phone, she encouraged me to check my email account to make sure I received the label she emailed, which I did.
Now, I need to package the shredder up and drop it off at a UPS store. Once Amazon receives and processes my return, it will refund the purchase price. This is expected to happen within two weeks of Amazon receiving the item. Plus, the customer service representative gave me a $5 account credit toward the purchase of another AmazonBasics item.
So far, Amazon has impressed me with its customer service. I’ll update you after it receives and process my return. What types of experiences have you had with this company when things go wrong?