Customer Service Department is completely dysfunctional.
Full review
Over the years I have often gauged a company’s performance not on what happens when things go well, but instead on how well they respond when things don’t go well. On this respect Amazon.com’s performance can only be rated as VERY POOR. I ordered and received a very expensive Cannon SLR lens. The unit I received would not Auto Focus, not Amazon’s fault but my on recourse through Cannon was to Send it in and get a reman unit in exchange. I was unwilling to pay new price for a reman unit so I requested a replacement unit from Amazon using their web based process. Shortly after word I received an E-mail from them stating that I would receive information on a replacement unit “within hours”. Never happened. Later that afternoon I dug through web site and found their Instant call back function and actually talked to someone. They apologized and said someone would call me back with further information that evening. Never happened. The next day I again sent them an E-mail through their Customer service department trying to get a status and to request a Saturday delivery because I was going to a resort on the coast that weekend and really wanted the lens before hand. No response what so ever. Later that afternoon I again called using their instant call back feature and was put on hold for 32 minutes only to have the line go dead! Again I called the install call back feature, which by the clearly states on the web site is much better than just calling in because you “won’t have to you won't have to answer a series of questions to verify your identity”. That statement is just plain a lie. Any way after another 20 minutes on the phone they said they had just now processed the new order. When I asked about a Saturday delivery again the lady said “we can’t because no one delivers on Saturday” I am quite sure that everyone else in the world is aware that all of the major shippers will deliver on Saturdays. To some up, if everything goes well you will be fine, if it doesn’t BEWARE, you are in for one giant goat rope!!!!!!!!!!!!
