Had a very good customer service experience:
I’m replacing my copy of The Confusion, because it came with a broken spine (a case of insufficient glue). The first two times I tried to process the return request, the e-mail I got from Amazon didn’t contain the necessary link to the printable return label. I used their “Contact Us” page and got no less than 3 replies from customer service, including one from Uppiliyappan Varadarajan, all in less than 30 minutes.
My problem has been resolved two ways, and the shipment of a replacement has been confirmed. While it’s too bad that their return processing software didn’t work properly in the first place, their response was damn impressive.