Claudia McCue

I love the concept of Kindle — and it’s not limited to the Kindle device. I can read a bit on my Kindle, then pick up my iPad and, with the Kindle app, continue a book. I can even crank up the Kindle app on my Android phone and continue to read. Let’s hear it for the Kloud!

A couple of months ago, Amazon notified me that my account had been compromised, and thus had to be shut down: I would have to create a new account and start over. The result was that all the Kindle purchases under the old account would be wiped out. While there are a number of books I wouldn’t want to buy or read again (that’s another post), some of them are important keepers. I had to deregister my Kindle, iPad, and smartphone, losing all the archived titles in the process.

How would I remember all the books that were held in archive in the Kindle Kloud? Well, Amazon was kind enough to send me a list of every book I’d purchased in the last two years. I blanched when I looked at the list — holy cow, I’ve been spending a lot on books! Of course, that’s the beauty (and danger) of the Kindle: It’s so painless to buy a book with a simple click.

I’d just resigned myself to the expensive prospect of repurchasing the books I wanted to preserve, or having to request that Amazon reinstate my purchases to the new account, when I received another email from Amazon customer service, informing me that they’d given me a gift card in the amount of all my Kindle purchases since the beginning! And it was not limited to the books I’d purchased: it’s just a blanket credit to my Amazon account.

Now that’s customer service with a smile! And a hug. I was stunned.

I would’ve just repurchased my favorite books anyway; it never occurred to me to ask for reimbursement. Now, with thoughtful customer service, Amazon turned bad news into a gift, and created a lifelong customer in the process.