Damn you Amazon...

apastuszak · 04-18-2012, 10:14 PM

Every time my Kindle gives me grief, I get the urge to switch to an eBook reader that supports ePub.

And what does Amazon do? Their incredible customer service keeps replacing my kindle for free.

Kindle customer service truly is outstanding. And now that the KF8 format is out, the need for ePub is far less than it used to be.

Skydog · 04-18-2012, 10:44 PM

I absolutely agree. Amazon's customer service is indeed outstanding.

heeby · 04-19-2012, 12:47 AM

For every good Amazon CS story I hear a bad one. Naturally when people are on the end of good experiences they think the retailer is "good". I got an order this week of several items...6 in fact...4 were defective and 2 were the wrong item. Similar thing happened a couple months ago. I have gotten paper books several times from them that were damaged. All in all I have had issues with 1/3 of my Amazon orders and never once got an explanation or an apology...just return labels. In my experience Amazon CS is just average. While some people get new Kindles etc I have heard of others getting stonewalled and their accounts closed for no reason. In fact as "excessive returns" is a common reason for accounts being closed I figure one day they will close mine since I have to return so much (always their fault but it doesn't seem to matter). Walmart and Target have far better CS in my view.

Blossom · 04-19-2012, 12:53 AM

Quote:

Originally Posted by heeby

For every good Amazon CS story I hear a bad one. Naturally when people are on the end of good experiences they think the retailer is "good". I got an order this week of several items...6 in fact...4 were defective and 2 were the wrong item. Similar thing happened a couple months ago. I have gotten paper books several times from them that were damaged. All in all I have had issues with 1/3 of my Amazon orders and never once got an explanation or an apology...just return labels. In my experience Amazon CS is just average. While some people get new Kindles etc I have heard of others getting stonewalled and their accounts closed for no reason. Walmart and Target have far better CS in my view.

Kindle Support is different than Amazon Support.

HarryT · 04-19-2012, 01:29 AM

"keep replacing your Kindle"? I am a little curious why your Kindle keeps needing to be replaced? I've owned a fair number of Kindles over the years, and have never had a problem.

nynaevelan · 04-19-2012, 06:01 AM

Quote:

Originally Posted by HarryT

"keep replacing your Kindle"? I am a little curious why your Kindle keeps needing to be replaced? I've owned a fair number of Kindles over the years, and have never had a problem.

Prior to my Touch I was the same, unfortunately in 5 months I've had my Touch replaced twice both because they froze and became unresponsive. Now that I have switched to a K4, I am hoping I go back to the times when I didn't need CS assistance.

hidari · 04-19-2012, 06:24 AM

why not get a couple of different readers from different companies... variety and spice and all that....me kindle books are good to buy and immediately strip...have yet to see a Kindle that I want to buy...if they make it I will take it.... hopefully it will have many choices of font, font size and margins.... til then thank you Pocketbook for ultra customization...

markbot · 04-19-2012, 07:46 AM

Quote:

Originally Posted by apastuszak

Every time my Kindle gives me grief, I get the urge to switch to an eBook reader that supports ePub.

And what does Amazon do? Their incredible customer service keeps replacing my kindle for free.

Kindle customer service truly is outstanding. And now that the KF8 format is out, the need for ePub is far less than it used to be.

If I were Amazon I'd drop customers that repeatedly want their Kindles replaced for frivolous reasons and lock out their accounts.

jbcohen · 04-19-2012, 07:48 AM

I'm with harry my Kindle is approaching one year and I have never called Tech Support ever. I have been working in the computer field for over three decades and have used every hardware and software there is available anywhere and I have never called any tech support for anything and it goes to show the old addage in the computer industry "If you have called tech support for anything you have the wrong product." In fact if tech support people are busy with customers then there is something wrong with the product they are selling, since the goal of tech support is to drive your customers away.

HarryT · 04-19-2012, 07:49 AM

Quote:

Originally Posted by jbcohen

the goal of tech support is to drive your customers away.

DiapDealer · 04-19-2012, 07:53 AM

Quote:

Originally Posted by jbcohen

since the goal of tech support is to drive your customers away.

Here I thought the goal was to support your customers... technically.

jbcohen · 04-19-2012, 08:44 AM

That is true however if you have no tech support customers that means that the company is selling a superior product and tech supports goal is to have no calls at all to tech support becuase they have solved all the problems. In other words to drive tech support customers away, careful I did not say to drive away all the company's customers, only those who are calling tech support.

Harry_Y · 04-19-2012, 08:58 AM

Quote:

Originally Posted by jbcohen

I'm with harry my Kindle is approaching one year and I have never called Tech Support ever. I have been working in the computer field for over three decades and have used every hardware and software there is available anywhere and I have never called any tech support for anything and it goes to show the old addage in the computer industry "If you have called tech support for anything you have the wrong product." In fact if tech support people are busy with customers then there is something wrong with the product they are selling, since the goal of tech support is to drive your customers away.

You must not work on MS Products.

RainingLemur · 04-19-2012, 09:46 AM

Amazon's customer service makes it hard to leave their playground, I must admit. Their monkey bars are nice.

And, having worked in tech support... I don't know that "the goal of tech support is to drive your customers away" is the best choice of words. I get what it is you're implying, but when I read that line it makes me think that tech reps are supposed to piss off customers and make them go to other products/services in lieu of what you provide.

JSWolf · 04-19-2012, 09:52 AM

Quote:

Originally Posted by apastuszak

Every time my Kindle gives me grief, I get the urge to switch to an eBook reader that supports ePub.

And what does Amazon do? Their incredible customer service keeps replacing my kindle for free.

Kindle customer service truly is outstanding. And now that the KF8 format is out, the need for ePub is far less than it used to be.

But, there's a very good chance that your Kindle won't ever have KF8 support. All we know for sure is that eventually the K4 on up will have KF8 support. The Kindle Touch already does. But yours, maybe never.

Amazon said that the current generation Kindles would get KF8 support and the Kindle 3/Kindle Keyboard aren't current generation.

04-18-2012, 10:14 PM	#1
apastuszak Evangelist Posts: 436 Karma: 125599 Join Date: Feb 2011 Location: Bensalem, PA Device: Kindle Paperwhite, nook Glowlight Plus, Apple iPad Air 2	Damn you Amazon... Every time my Kindle gives me grief, I get the urge to switch to an eBook reader that supports ePub. And what does Amazon do? Their incredible customer service keeps replacing my kindle for free. Kindle customer service truly is outstanding. And now that the KF8 format is out, the need for ePub is far less than it used to be.

04-19-2012, 12:47 AM	#3
heeby Connoisseur Posts: 77 Karma: 87976 Join Date: Mar 2012 Device: Kindle 4NT	For every good Amazon CS story I hear a bad one. Naturally when people are on the end of good experiences they think the retailer is "good". I got an order this week of several items...6 in fact...4 were defective and 2 were the wrong item. Similar thing happened a couple months ago. I have gotten paper books several times from them that were damaged. All in all I have had issues with 1/3 of my Amazon orders and never once got an explanation or an apology...just return labels. In my experience Amazon CS is just average. While some people get new Kindles etc I have heard of others getting stonewalled and their accounts closed for no reason. In fact as "excessive returns" is a common reason for accounts being closed I figure one day they will close mine since I have to return so much (always their fault but it doesn't seem to matter). Walmart and Target have far better CS in my view. Last edited by heeby; 04-19-2012 at 12:53 AM.

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04-18-2012, 10:44 PM	#2
Skydog Wizard Posts: 2,254 Karma: 7400001 Join Date: Mar 2009 Location: Circling Earth @ Mach .83 Device: Elipsa 2E, Sage, Libra Colour, Libra 2, Clara 2E, Oasis3, Voyage	I absolutely agree. Amazon's customer service is indeed outstanding.

04-19-2012, 01:29 AM	#5
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	"keep replacing your Kindle"? I am a little curious why your Kindle keeps needing to be replaced? I've owned a fair number of Kindles over the years, and have never had a problem.

04-19-2012, 06:24 AM	#7
hidari MR Drone Posts: 1,613 Karma: 15612282 Join Date: Oct 2007 Location: DRONEZONE Device: PB360+, Huawei MP5, Libra H20	why not get a couple of different readers from different companies... variety and spice and all that....me kindle books are good to buy and immediately strip...have yet to see a Kindle that I want to buy...if they make it I will take it.... hopefully it will have many choices of font, font size and margins.... til then thank you Pocketbook for ultra customization...

04-19-2012, 07:48 AM	#9
jbcohen Wizard Posts: 3,025 Karma: 11196738 Join Date: Oct 2010 Location: Piper College Device: Samsung A21	I'm with harry my Kindle is approaching one year and I have never called Tech Support ever. I have been working in the computer field for over three decades and have used every hardware and software there is available anywhere and I have never called any tech support for anything and it goes to show the old addage in the computer industry "If you have called tech support for anything you have the wrong product." In fact if tech support people are busy with customers then there is something wrong with the product they are selling, since the goal of tech support is to drive your customers away.

04-19-2012, 08:44 AM	#12
jbcohen Wizard Posts: 3,025 Karma: 11196738 Join Date: Oct 2010 Location: Piper College Device: Samsung A21	That is true however if you have no tech support customers that means that the company is selling a superior product and tech supports goal is to have no calls at all to tech support becuase they have solved all the problems. In other words to drive tech support customers away, careful I did not say to drive away all the company's customers, only those who are calling tech support.

04-19-2012, 09:46 AM	#14
RainingLemur Spork Connoisseur Posts: 2,355 Karma: 16780603 Join Date: Mar 2011 Device: Nook Color	Amazon's customer service makes it hard to leave their playground, I must admit. Their monkey bars are nice. And, having worked in tech support... I don't know that "the goal of tech support is to drive your customers away" is the best choice of words. I get what it is you're implying, but when I read that line it makes me think that tech reps are supposed to piss off customers and make them go to other products/services in lieu of what you provide.

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