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Old 08-24-2011, 11:20 PM   #1
xg4bx
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Amazon Kindle Has The Worst Customer Support Of All The E-readers

After the screen on my husband’s Kindle suddenly froze, he went in search of customer service on Amazon.com. As anyone who has gone on a similar quest can attest, it is not easy to find. The Kindle Support page simply told him to check his warranty, which had expired the previous week. His only option, it seemed, was to buy a new one

Read more: http://money.usnews.com/money/blogs/...#ixzz1W0V1PQi7


Absolute bunk. The screen on my Kindle just went out and I requested customer support call me. Which they did within 10 seconds. And within 5 minutes of speaking to the rep a new Kindle was on its way. Free of charge.

I'm sure everyones experience is different but this looks like the author went out of her way to smear Amazon and praise Apple.

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Old 08-24-2011, 11:36 PM   #2
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yeah that's pretty silly.
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Old 08-24-2011, 11:43 PM   #3
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Wow, that article was a load of crap. Agreed, that not everyone experiences the same customer support, I can't imagine that it was that bad.
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Old 08-25-2011, 12:19 AM   #4
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The "Business Insider" version of this mess has far more entertaining comments.

She deserved almost every one of them.
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Old 08-25-2011, 01:50 AM   #5
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I can also attest that my experience with Amason's customer support has always been beyond reproach. My experiences with B&N's customer support were quite the opposite.
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Old 08-25-2011, 01:53 AM   #6
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So,
How long do you think she's been working for apple?

I've been in contact with Amazon CS three or four times, whereof one time concerning the Kindle.
All positive, and the new Kindle was on its way even before the phone conversation was over.
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Old 08-25-2011, 02:54 AM   #7
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This story sucks. This story sucks so much it should consider a career in the adult film industry.
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Old 08-25-2011, 04:09 AM   #8
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It's only good if you talk to them on the phone. If you use email, it's pretty much completely worthless.
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Old 08-25-2011, 05:08 AM   #9
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Amazon have absolutely the best customer support in the business. It makes buying a Kindle so much safer than any other eInk based reader. No other company I know of will replace a reader with a broken screen (cracked glass substrate).

And they don't ask you to send the broken machine back before sending the replacement, and they pay for a courier pick-up of the broken machine.

And sometimes they'll even do this out of warranty.

An astonishingly bad article.
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Old 08-25-2011, 05:08 AM   #10
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Quote:
Originally Posted by JeremyR View Post
It's only good if you talk to them on the phone. If you use email, it's pretty much completely worthless.
I only use their online chat customer support. Of the three times that I can think of where I've had to contact them about an issue with a product (one being Kindle related--charging cord fell apart), they were fantastic.
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Old 08-25-2011, 05:58 AM   #11
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Originally Posted by pdurrant View Post
Amazon have absolutely the best customer support in the business. It makes buying a Kindle so much safer than any other eInk based reader. No other company I know of will replace a reader with a broken screen (cracked glass substrate).

And they don't ask you to send the broken machine back before sending the replacement, and they pay for a courier pick-up of the broken machine.

And sometimes they'll even do this out of warranty.

An astonishingly bad article.
Similar with my wife's refurb Kindle 2, the screen died almost entirely, very suddenly (only a little bit of it functioned). I was on the phone for like 15 minutes with Amazon, they sent another refurb via overnight shipping.

Honestly, my experience with B&N was similiar with a bad screen on my first Nook 3G, except I did get a couple of questions about whether anyone had put weight on the screen...but pretty much the same - a refurb shipped out - although it was budget 3-5 day shipping from B&N.
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Old 08-25-2011, 07:09 AM   #12
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Reading that I don't believe she ever even actually tried to call Amazon. Finding an actual person isn't easy? When our kindle was dropped (and shouldn't even have been replaced via warranty) I had a new one being shipped to me in under 10 minutes. Free.

Her higher grades for the other stores seems to be largely based on their bricks and mortar presence. That's great - if you live near an Apple or Barnes and Noble. Either one is a 40 minute drive for me.
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Old 08-25-2011, 07:32 AM   #13
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It's only good if you talk to them on the phone. If you use email, it's pretty much completely worthless.
I agree. I recently had to contact them because a purchase I made was not downloading to my Kindle4Mac. Wrote them an email, and got an utterly worthless reply. The suggestion by the CSR in the email was one I had already tried, which she would have known if she had bothered to read my (detailed) email.

To make matters worse, there is no way to follow up on a complaint. The email from the CSR had no 'reply-to' address, and no reference number. So if you need to follow up on an issue, you need to explain the issue again in a new email. This struck me as decidedly braindead.

There phone support might be good, but written communication is severely lacking.

Last edited by afa; 08-25-2011 at 07:34 AM.
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Old 08-25-2011, 07:53 AM   #14
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Originally Posted by af716075
Wrote them an email, and got an utterly worthless reply. The suggestion by the CSR in the email was one I had already tried, which she would have known if she had bothered to read my (detailed) email...
There phone support might be good, but written communication is severely lacking.
I believe emails are automated and no one actualy writes them. But from personal experience humans on the phone are great.
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Old 08-25-2011, 08:19 AM   #15
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Yes - email inquiries get "canned" responses seemingly written by a non-native English speaker, that do not resolve the question. Phone support is tremendous - your issue is solved while you are talking with them.
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