<story><title>Jeff Bezos’ Annual Letter</title><url>https://www.sec.gov/Archives/edgar/data/1018724/000119312517120198/d373368dex991.htm</url></story><parent_chain><item><author>plandis</author><text>You&amp;#x27;re 1.) implying that Amazon isn&amp;#x27;t actively trying to fix it (otherwise they would be &amp;quot;walking the walk&amp;quot;) and 2.) that it&amp;#x27;s a widespread issue (all I&amp;#x27;ve heard about counterfeit products are from a few HNers)</text></item><item><author>x2f10</author><text>I might be shunned for beating the dead horse, but while he talks about &amp;#x27;True Customer Obsession&amp;#x27;, he allows counterfeit goods erode his customer&amp;#x27;s trust in Amazon. I&amp;#x27;d argue Amazon&amp;#x27;s &amp;#x27;process as proxy&amp;#x27; in dealing with counterfeits is the careless return process. &amp;#x27;Oh, it&amp;#x27;s counterfeit? We&amp;#x27;re sorry! Here&amp;#x27;s your money back!&amp;#x27; does not solve the issue. Sure, thanks for the $10 back, but now I must think twice (or thrice!) before ordering from Amazon. Once my Prime membership lapses, I will not renew.&lt;p&gt;The &amp;#x27;process&amp;#x27; for dealing with counterfeits is broken. When the customer has to think about &amp;quot;the chances of counterfeit&amp;quot; or dealing with the return of counterfeit products, it&amp;#x27;s NOT customer obsession.&lt;p&gt;I respect Jeff, TONS, but come on. You&amp;#x27;re talking the talk, but you&amp;#x27;re not walking the walk.</text></item></parent_chain><comment><author>ctdonath</author><text>Oh, it&amp;#x27;s an issue. You just may not have gone after high-value easy-to-copy products as others have.&lt;p&gt;I haven&amp;#x27;t had a problem with top products being counterfeit, but maybe because I tend to buy them directly from the manufacturer (Apple) or from brick-and-mortar stores where I have the goods in-hand &lt;i&gt;before&lt;/i&gt; purchase (Nikon); I&amp;#x27;m willing to pay a more those ways for the assurance that I&amp;#x27;m getting what I think I&amp;#x27;m getting.&lt;p&gt;The bigger problem I&amp;#x27;ve found is counterfeit &amp;amp; knock-off accessories. Once I&amp;#x27;ve paid US$X,000 for a products, I can&amp;#x27;t trust Amazon to show me suitable batteries, chargers, lenses, etc - there&amp;#x27;s so much money in selling those things, and it&amp;#x27;s so easy to make crap that ...works... but which is problematic somehow (dangerous knock-off chargers, batteries that swell or die, etc).&lt;p&gt;Amazon is great for stuff that nobody would seriously try to copy &amp;amp; undercut in a deceitful manner. Yes, you can get great deals on stuff people &lt;i&gt;would&lt;/i&gt; seriously try to deceitfully copy &amp;amp; undercut, but with enough money riding on it working right, I&amp;#x27;ll spend a few bucks more elsewhere to be sure I&amp;#x27;m getting the real thing.</text></comment>
<story><title>Jeff Bezos’ Annual Letter</title><url>https://www.sec.gov/Archives/edgar/data/1018724/000119312517120198/d373368dex991.htm</url></story><parent_chain><item><author>plandis</author><text>You&amp;#x27;re 1.) implying that Amazon isn&amp;#x27;t actively trying to fix it (otherwise they would be &amp;quot;walking the walk&amp;quot;) and 2.) that it&amp;#x27;s a widespread issue (all I&amp;#x27;ve heard about counterfeit products are from a few HNers)</text></item><item><author>x2f10</author><text>I might be shunned for beating the dead horse, but while he talks about &amp;#x27;True Customer Obsession&amp;#x27;, he allows counterfeit goods erode his customer&amp;#x27;s trust in Amazon. I&amp;#x27;d argue Amazon&amp;#x27;s &amp;#x27;process as proxy&amp;#x27; in dealing with counterfeits is the careless return process. &amp;#x27;Oh, it&amp;#x27;s counterfeit? We&amp;#x27;re sorry! Here&amp;#x27;s your money back!&amp;#x27; does not solve the issue. Sure, thanks for the $10 back, but now I must think twice (or thrice!) before ordering from Amazon. Once my Prime membership lapses, I will not renew.&lt;p&gt;The &amp;#x27;process&amp;#x27; for dealing with counterfeits is broken. When the customer has to think about &amp;quot;the chances of counterfeit&amp;quot; or dealing with the return of counterfeit products, it&amp;#x27;s NOT customer obsession.&lt;p&gt;I respect Jeff, TONS, but come on. You&amp;#x27;re talking the talk, but you&amp;#x27;re not walking the walk.</text></item></parent_chain><comment><author>FreakyT</author><text>Same here -- I&amp;#x27;ve seen a lot of comment sections upset about it, but I haven&amp;#x27;t encountered the issue myself yet.&lt;p&gt;I&amp;#x27;m sure it&amp;#x27;s a problem, and I certainly hope Amazon is trying to fix it, but I don&amp;#x27;t think it&amp;#x27;s the massive company-destroying thing that people are making it out to be.</text></comment>