I’ve got two data points from the past couple of weeks that prove that Amazon has kick ass customer service.
First, I ordered a DVD and had it delivered to work. I obsessively check tracking information and, on the day that it was supposedly delivered, I found nothing. I waited a day, checked with all the co-workers. Nothing. So, I e-mailed Amazon. They immediately sent out a new one, no questions asked, and I had it two days later. The first one never turned up.
The second bit of evidence is their response to the now infamous Sony rootkit debacle (Mom, if you bought the new Neil Diamond, it’s affected by this. Don’t put it in the computer). They e-mailed all of their customers who purchased one of the CDs unsolicited and offered to refund the purchase if the CD is returned, opened or not. You do have to pay to ship it back to them, which kind of sucks, but at least they’re cool with refunding the purchase.