How Amazon delighted 5 year old Lucas with an Amazon Prime Truck last Christmas

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At this time of year, most of the customer service calls and twitter tweets that go into Amazon are complaints – people only tend to contact Amazon when things go wrong. But last year, there was one tweet that stood out and grabbed the attention of Amazon customer service rep Austen Bandy. Virginia DeCarlo’s son Lucas only wanted one thing for Christmas and that was an Amazon Prime truck as he’s crazy about them.

The problem is that Amazon don’t actually sell toy Amazon Prime trucks but that didn’t deter Austen. She decided to grab a blank truck from Amazon, design the graphics and then take them home and cut them with her vinyl cutter. Packing the toy truck, resplendent in Amazon Prime livery, it was shipped off to Virgina in time for Christmas.

When that package showed up, Virginia filmed Lucas opening his gift from Amazon on Christmas day and seeing his obvious delight at his dream present from Santa, Austen and the rest of the Amazon team decided they could go even further and on a cold January day a real life Amazon Prime truck rolled up outside the DeCarlo’s Connecticut home and Lucas got to explore the truck, sit in the cab, and honk the horn in this once in a lifetime experience.

Naturally Austen who had cut the vinyl to make the one-off Amazon Prime truck toy was there when the full size truck arrived to see an massively excited Lucas run out of the house in amazement.

The customer service agent who literally made the toy that fulfilled a little boy’s dreams was able to be with the family in Connecticut when the truck arrived.

“It’s been wonderful to get to see the real people behind the computer. It’s definitely something I’ll never forget.”
– Austen Bandy, Customer Service, Amazon

3 Responses

  1. That is so lovely. Does anyone do anything special with their orders at christmas to delight their customers? We don’t but maybe we should.

  2. we specially ask and beg santas elves to stay off the fermented reindeer dung
    until after christmas
    so our packages are actually delivered


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