<story><title>Amazon starts flagging frequently returned products that you maybe shouldn’t buy</title><url>https://www.theverge.com/2023/3/28/23659868/amazon-returns-warning-product-reviews-tag-feature</url></story><parent_chain><item><author>mabbo</author><text>There is a famous story about Customer Obsession and returns that I used to tell during training sessions for new Amazon employees- Customer Obsession 101, which I was a teacher for.&lt;p&gt;Jeff is in a call center for a day shadowing a customer support agent. A customer calls about a specific item and the CS agent is like &amp;quot;They&amp;#x27;re going to say it&amp;#x27;s broken in this particular manner&amp;quot; before the call even starts. Jeff later is like &amp;quot;How did you know?&amp;quot; and the agent says &amp;quot;Because this is like the tenth time I&amp;#x27;ve had calls about this&amp;quot;. There was some problem in the warehouse that kept breaking the item in the same way, but what can a CS agent do about that? File a ticket that no one reads?&lt;p&gt;So Amazon introduced an &amp;#x27;Andon button&amp;#x27; that let CS agents stop sales of a given product if they keep seeing the same problem. Customer Obsession! Crazy idea to empower entry-level people to have such impact! Only Amazon would do something like that!&lt;p&gt;Anyways, that Amazon is dead, &amp;quot;Day 1&amp;quot; is long gone, and unless the item is a standard product of low value I personally do not shop there anymore.</text></item></parent_chain><comment><author>brutusurp</author><text>Agree. &amp;quot;Day 1&amp;quot; is no more, as are those leadership principles.&lt;p&gt;My own divorce from Amazon retail was when 3rd party vendors had no control over Amazon binning fake goods alongside vendors&amp;#x27; non-fakes goods. This ensured that reputation of 3rd party vendors would suffer. Where did the fake goods come from? Were they supplied by Amazon? Perhaps yes, actually.&lt;p&gt;It makes consumer anti-trust lawsuits [1][2] even more necessary, to ensure protections against monopolies.&lt;p&gt;[1] &lt;a href=&quot;https:&amp;#x2F;&amp;#x2F;www.reuters.com&amp;#x2F;legal&amp;#x2F;amazon-loses-bid-toss-consumer-antitrust-lawsuit-2023-03-27&amp;#x2F;&quot; rel=&quot;nofollow&quot;&gt;https:&amp;#x2F;&amp;#x2F;www.reuters.com&amp;#x2F;legal&amp;#x2F;amazon-loses-bid-toss-consumer...&lt;/a&gt;&lt;p&gt;[2] &lt;a href=&quot;https:&amp;#x2F;&amp;#x2F;www.reddit.com&amp;#x2F;r&amp;#x2F;wallstreetbets&amp;#x2F;comments&amp;#x2F;11xyfem&amp;#x2F;washington_prepares_for_war_with_amazon_on&amp;#x2F;&quot; rel=&quot;nofollow&quot;&gt;https:&amp;#x2F;&amp;#x2F;www.reddit.com&amp;#x2F;r&amp;#x2F;wallstreetbets&amp;#x2F;comments&amp;#x2F;11xyfem&amp;#x2F;was...&lt;/a&gt;</text></comment>
<story><title>Amazon starts flagging frequently returned products that you maybe shouldn’t buy</title><url>https://www.theverge.com/2023/3/28/23659868/amazon-returns-warning-product-reviews-tag-feature</url></story><parent_chain><item><author>mabbo</author><text>There is a famous story about Customer Obsession and returns that I used to tell during training sessions for new Amazon employees- Customer Obsession 101, which I was a teacher for.&lt;p&gt;Jeff is in a call center for a day shadowing a customer support agent. A customer calls about a specific item and the CS agent is like &amp;quot;They&amp;#x27;re going to say it&amp;#x27;s broken in this particular manner&amp;quot; before the call even starts. Jeff later is like &amp;quot;How did you know?&amp;quot; and the agent says &amp;quot;Because this is like the tenth time I&amp;#x27;ve had calls about this&amp;quot;. There was some problem in the warehouse that kept breaking the item in the same way, but what can a CS agent do about that? File a ticket that no one reads?&lt;p&gt;So Amazon introduced an &amp;#x27;Andon button&amp;#x27; that let CS agents stop sales of a given product if they keep seeing the same problem. Customer Obsession! Crazy idea to empower entry-level people to have such impact! Only Amazon would do something like that!&lt;p&gt;Anyways, that Amazon is dead, &amp;quot;Day 1&amp;quot; is long gone, and unless the item is a standard product of low value I personally do not shop there anymore.</text></item></parent_chain><comment><author>tylerrobinson</author><text>&amp;gt; So Amazon introduced an &amp;#x27;Andon button&amp;#x27;&lt;p&gt;Maybe my brain is just having trouble parsing it, but what does “Andon” mean?</text></comment>