I'm sitting in a conference session about the multiple ways customers these days can contact to complain or ask questions. One of the examples given is how you can contact Amazon by live text, phone call, booking a call back to you etc. Well if I've noticed one thing about this trend is providing more channels doesn't necessarily provide better service, just more channels to not get an answer. For sure it means you get to choose a channel suitable to you and text chat is often an easier way to talk to people if you live at the bottom of the customer universe in New Zealand.
What I've noticed though is whatever channel you use they have answers to the type of questions they get all day every day. But ask something they don't have a quick answer for and it doesn't seem to matter what channel you use, none is any more effective than the other. In this case I'd changed the e mail I used for Amazon and could recover the password to the old e mail address as it no longer existed. User error admittedly, but you'd think there would be a way to recover passwords other than by email (e.g prove your identity to Amazon and have a new e mail substituted).
So eventually an e mail, a text session, a phone call and a letter later, I managed to retrieve my password using the psychic remote viewing option. I understand they are working on a method where they can get aliens to telepathically change your password before your even forget it, this promises to have some teething problems I imagine and the calls to the alien planet are reported to be as steep as 99 cents per minute. But of course they'd know you were ringing before you thought about it, so ethically you'd hope they'd answer before you rang.
