Don’t waste your time searching Amazon.co.uk for their well-hidden customer service phone number
You’ll struggle to find it – I did. And so, it seems, do thousands of other people. Well, look no further. Here it is:
0800 496 1081
You can also try this number 0207 084 7911 (listed as for ‘International Customers’) The 0800 number is working as of January 10th 2010. Where did I get it? www.saynoto0870.com. Why did I have to go there? Because it’s deliberately buried on the Amazon website so you can’t find it.
Alternatively, why not try Amazon’s best-kept customer service secret: their ‘call back’ service?
To get to this service, you have to log in, specify the order you’re concerned with and then supply a phone number for them to call you back. Great! Well – it would be except that it seems to be designed without any understanding of basic human psychology.
Why? Because there’s nothing about this wonderful, potentially stress-reducing, service on the front of Amazon’s site – you know, the place where an angry customer washes up full of, well, you know – frustration and anger? Amazon’s process then expects that angry, frustrated customer into a process of filling out more information when, in fact, all that customer is looking for is a phone number they can call to speak to a real person. The fact that Amazon is leading them down this winding, un-signposted path to take them to an even better solution is, well, beside the point because the customer doesn’t know this. All they know is that they don’t seem to be getting any closer to what they think is their desired outcome.
I’m sure that many of the people who end up here do so because Amazon has failed to anticipate these peoples’ concerns and failed to let them know on the front page (hey, why not??) that a good solution is a couple of clicks away. Might seem like a small detail to Amazon but the grateful people here demonstrate it’s a big one to them.
NOTE: PLEASE DO NOT CALL ME ABOUT YOUR AMAZON ORDERS – I AM NOT AMAZON AND HAVE NO CONNECTION TO AMAZON.
Update: 31.10.11 - It’s not only buried, it’s now non-existent. I searched for it tonight and I got this:
That’s the bad news.
The good news is that I called about my mate’s Harmon Kardon soundsticks that were broken when he got them about 2 months ago.
“Sorry but it’s outside of 30 days” said the friendly operator.
“Well it’s taken me 20 minutes to find your phone number – and only then from ‘saynoto0870.com'” says I by way of return. “Show me where it is on your website”.
Five minutes later, we finally got there – buried so deep that it’s no wonder my mate gave up long before he ever found it.
“Do you think that’s really fair?” I asked, reasonably “What would be great is if you replaced them for him”
“Hold on one minute Sir…. [pause, music]… yes, Sir, we can do that for you”
Well done Amazon.co.uk. Bad, bad, bad for hiding your phone number. Good, good, good for replacing my mate’s faulty soundsticks before incurring a social media slating.