Readers React: In defense of Amazon’s customer service

To the editor: I was surprised to read David Lazarus’ column on the difficulty of reaching a live customer-service worker at a company like Amazon after having just exclaimed to my husband how amazed I was at an interaction I had with it. (“Firms’ don’t-call-us policies speak volumes,” Dec. 15)

An item I ordered was never delivered. After some punching around on Amazon.com, I found a button to push saying “call now.” Within a few seconds, my phone rang. I spoke with a live person who credited my account immediately and sent me emails to that effect.

I was telling my husband how “amazing this world is” after that interaction. And then I read Lazarus’ article.

Karen Harelson, Huntington Beach

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