Amazon's Customer Service ROCKS!

[Danariel]

I have had my Kindle 2 just over a year (purchased it on March 31th, 2009, received it April 2nd, 2009), so the warranty is expired. I took it to the pool with me Saturday morning, and to my horror, experienced the sun-fade issue. I could have sworn that when I first received it last year, I took it to the pool and had no issues...though I did have it in a waterproof bag.

Not expecting much, but hoping, I called Amazon Kindle Support. The rep I spoke with (Dave O.) was knowledgeable, and most importantly, accommodating! My experience with Amazon was everything I had hoped (and nothing that I feared.)

My new (probably refurbed) Kindle 2 will be here June 3rd, and this just reinforces my satisfaction with my beloved Kindle, and my decision to purchase one for my Mom for Mother's day. Amazon's willingness to go above and beyond the legal requirements to keep a customer happy, with no squeaky wheel action on my part, certainly lends itself well to making them the "Earth's Most Customer-Centric Company."

[jlinden]

I also have a very good experience with them. I bought a book which I didn't like (sample was not usefull) and I got it returned without a problem. For an electronic file I think this is quite something!

[Sydney's Mom]

Yes, if they would just tell us the truth about 2.5, they would be perfect!!

[Danariel]

I play a lot of computer RPGs. When it comes to release dates, lots of times we get "It'll be done when it's done!"

Personally, I'd rather they roll it out for good AFTER they have all the tweaks and minor fixes done to it. I'd rather update once and have it right than have to do this all again to fix something they broke or that didn't work as intended.

Sorry, Sydney's Mom, I know how eagerly you and everyone else is awaiting this update (so am I) but I'd rather it be delayed to get it right.

[freezer2k]

True, however I don't get their 'beta-testing' System.

Just rolling it out to apparently random users. So maybe some old woman has now problems with this beta version. Why would Amazon risk making people beta-testers who don't want to be? On the other hand lots of people who want it don't get it.


Best solution would be just have a beta section at the Update page with some disclaimer about the risks etc.

No tech-noob would ever download those .bin files, they would save wireless-bandwidth and have a lot more people testing it who know what they are doing....

I don't believe this decision was made by software devs @ Amazon ...

[pboss]

So maybe some old woman has now problems with this beta version.

[kindlekitten]

shall we not confuse the software division with the customer service folks? hmmm?

[Sydney's Mom]

Customer service was the department that told one user that we would all get 2.5 by month's end. As I said - tell the truth, not deliver the upgrade. If CS is being lied to by the developers, that is Amazon's problem, and I don't want to be in the middle of it.

[kindlekitten]

*shrug* they can only work with what they are told

[LesleyO]

Originally Posted by freezer2k

(snip) So maybe some old woman has now problems with this beta version.(snip)

Wow, freezxer2k, I resemble that remark!!! I might be old enough to be your grandmother, but I was programming a C64 in the early 80s. So I had no problem with 2.5 when I got it over a month ago. As for "bugs," there weren't any noticeable ones, but I do think Amazon may have made a few improvements. Of course, we "old women" who were the beta testers won't know until we get the refreshed version....

[bwaldron]

Originally Posted by freezer2k

No tech-noob would ever download those .bin files, they would save wireless-bandwidth and have a lot more people testing it who know what they are doing....

Given that very many Kindle users are relative "tech noobs" it is probably quite useful to get early feedback from that significant portion of the user base. People that frequent forums like this (some of us "old") have a different use pattern and perspective -- valuable as well, but not exclusively.

[kikar]

Originally Posted by LesleyO

Wow, freezxer2k, I resemble that remark!!! I might be old enough to be your grandmother, but I was programming a C64 in the early 80s. So I had no problem with 2.5 when I got it over a month ago. As for "bugs," there weren't any noticeable ones, but I do think Amazon may have made a few improvements. Of course, we "old women" who were the beta testers won't know until we get the refreshed version....

Be sure to keep the email they send you saying they received your old Kindle. The reason I say this is because last year I had to return one of mine due to a broken "next page" button. I returned my old one and got an email notification so I filed it with all of my other Amazon receipts. Fast forward a year and I wake up one day to 369.00 missing from my account. Amazon sent me an email saying they were charging me for the device I never returned plus shipping. I was furious.
I then spent the next several hours being passed around and put on hold and then I finally spoke with someone who listened to me when I told him about the email they sent in regards to the returned Kindle. he said he cleared up the issue and that my money would be returned in 48 hours. I was ticked that it was going to take 48 hours but I was relieved I was getting my money back. Well 72 hours pass and I still do not have my money back. I get on the phone and deal with several more yahoos working at Amazon.
This was infuriating me, especially when one claimed that even though the transaction number of the recent email matched the transaction number of the old email the new email was wrong and that it referred to a Kindle I had returned in March. when I informed him that I did no such thing and he could easily tell that the SNs of the kindles I have now registered have been registered for over a year. He calmly said that I was mistaken and I had indeed returned a Kindle. I asked to be transfered to someone else. That person was easier to talk to but I nearly lost it when he said it would take two weeks to get my money back. He transfered me to someone else who said I would get my money back in 48 hours. I got it back in 24, but I am hoping I never have a problem with my Kindle because I will never return it and it will be the last one I buy.
I was going to get my father one for Father's day but I think I will go with getting him a Sony or a Nook instead. I am glad they were able to help you out and they were fantastic to me when I first had the problem a year ago. Heck they even had the replacement Kindle at my door the next day. But as you can see I am still a little bitter after this fiasco.

[LesleyO]

Originally Posted by kikar

Be sure to keep the email they send you saying they received your old Kindle. (huge snip)

Beg pardon? I didn't send them a Kindle!

This was my post, that you "responded" to....

Originally Posted by LesleyO
"Wow, freezxer2k, I resemble that remark!!! I might be old enough to be your grandmother, but I was programming a C64 in the early 80s. So I had no problem with 2.5 when I got it over a month ago. As for "bugs," there weren't any noticeable ones, but I do think Amazon may have made a few improvements. Of course, we "old women" who were the beta testers won't know until we get the refreshed version...."

Nothing at all in it about sending CS a Kindle, sorry!

[Danariel]

I'm pretty sure he meant me.

Thanks for the advice. I've only gotten 1 email from them, and I sent back 2 Kindles. I've checked both tracking numbers, and they both arrived and were signed for at the same time. I'll keep an eye on my charges!