I’ve been having a
lot of trouble with Amazon lately. They had the wrong description up for both
Hard Facts and The No Asshole Rule, and both my publishers –- Harvard Business
School Press and Warner -- have found that getting these things repaired can
take weeks with Amazon. It was taking
forever for Amazon to put up the correct description of The No Asshole Rule. So
I finally got fed-up and wrote a note of complaint directly to jeff@amazon.com, which is allegedly the
CEO’s email. I got what seemed like a
personal response in a few minutes: “I couldn't agree with you more. The goal
is to treat authors and publishers like customers. Something we've clearly
failed at in this case. Let me poke into this one, and thanks for taking the
time and making the effort to complain.” Whether it was really Jeff Bezos, or just
a stand in, I was impressed with both the speed and the tone. Now let’s see how long it takes them to fix
it!
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I agree that it's pretty cool you were able to get a response like that so quickly. I don't know if it was really Jeff, though. It could go either way. For example, Mark Cuban (owner of the NBA's Dallas Mavericks), is known to personally answer all the emails he gets. But other execs definitely have secretaries and assistants answering emails for them. Tough call.
Posted by: TheBizofKnowledge | July 25, 2006 at 03:14 PM