[q2jc30]

I just sent this e-mail:

Dear Mr. Bezos,

I have two Kindle second generations. They both worked fine, except neither would connect via 3G until I updated the software that was required by March 22, 2016. Upon doing so, they still would not connect. Each time, I called Amazon Help, and was told to reset them to factory settings. Each time, upon doing so, I could not get them re-registered. Each time, I checked the 411 page, and got the message that "411 Page: The FIRS, WEBSITE, TODO, CDE server is DOWN, DOWN, DOWN, DOWN." Each time, the Amazon Help people then told me that there was something wrong with my device, and that I should buy a new one.

Not believing that both devices suddenly became defective upon trying to re-register them, I began to do some research. I have found hundreds of people who are complaining about the exact same issue. Their older Kindles are now useless, and they have been told to buy newer models.

One of the people complaining wrote to you, and his e-mail was answered as follows:

"Hello Douglas,

I'm Caesar M. of Amazon's Tech Support Executive Customer Relations. Jeff Bezos received your email and I'm responding on his behalf. I've reviewed your account and understand you're concerned about your device support. While I know you're disappointed with our stance on this matter, I want to assure you the information you received from our customer service is correct.

As mentioned, hardware updates exist for a very genuine reason. When a new device is developed, it goes through rigorous tests and quality checks. The final version of the device is released to public only when the vendor is fully satisfied with the product’s functionality and stability. When the devices are used by customers in a real-time environment, they may come across several areas of improvement and same gets reported back to the developers. Sometimes latest versions of applications will need new processes and tools to work properly, which the developers constantly include with the new software updates. However, in the occasion that the software is not enough , the needs of the apps are going to overdrive the capacity of the product, causing the malfunction of the it. To address those issues, the developers try to support those devices as much as possible until the customer needs are major than the device capabilities, then a new device with better qualities will be lunch so that users can have a convenient and well supported interface with the product.

Douglas, I’m sorry for any disappointment caused and appreciate your understanding. While we won’t be able to comment further on this matter, we’re always happy to help if you have any other questions - you can click a button to contact us by e-mail or phone from any Help page on our website.

Regards,

Caesar M.
Tech Support Executive Customer Relations
Amazon.com"

Amazon has therefore admitted that it no longer supports the older Kindle models. But Amazon is still telling customers to update the software, knowing that the devices still will not work properly. Amazon is also still telling customers to de-register their devices, knowing that they will not be able to re-register. I therefore believe that Amazon is intentionally causing device failure to the older models.

Many others agree with me. One person posted, "Why push out the warning emails and the firmware updates (and CERT update) last March for these devices to remain compatible with their network if there was no plan to continue support for them anyway? Did they even push out a "fix", or did they push out a change that made it easier to disable those devices' ability to re-register? Before calling me paranoid, remember that users were being encouraged to de-register devices they were no longer using in those same emails.

Never mind the fact that the devices themselves seem to work perfectly with Amazon's network if they're already registered (and fully updated). It 's only when these devices need to be re-registered that issues arise."

Another posted, "As many of you know I am a big Amazon fan in most things. But they are certainly far from perfect. What we have in this instance are devices which are still perfectly functional which are being rendered virtually worthless to most people. Yes, they do not even support kf8 let alone kfx. There may well be a good business case for Amazon to end support for these devices. AFter all, there must be some cost involved in delivering the azw (mobi) format, and there are probably relatively few of these devices still being used.

The problem is the outright sneaky way in which this has been done. Common sense alone dictates a public announcement. What of someone who has bought one of these devices, no doubt very cheaply, and now can't register? A situation which could have been avoided with an announcement. What of those wanting to sell these otherwise still perfectly functional devices?

Jeff Bezos. You can and should do better than this!"

And even brand new, factory-sealed devices are useless, proving that the devices are fine, and Amazon is Intentionally lying to customers, as evidenced in this post: "I have a KINDLE DXG; I just recently bought as brand new, sealed. However I can not register it. I updated to 2.5.8 and the service update. 411 page looks fine; Just does not allow me to register. I can browse the Amazon book store. Please help!!"

The question of a possible class-action lawsuit is currently being explored. One person posted, "I think there is some merit to that. The original promise was 'free wireless for life of the device' and it seems it is only these older 3G devices, without any wifi support, that are getting cut off. The devices still live, yet can no longer work if you need to factory reset for some reason (e.g. You are giving or selling it to someone else) and have to re-register it."

My next action will be to notify E-Bay of all of this information, so that they can notify the sellers and buyers of these devices that the perfectly operational devices are nevertheless worthless junk. That will surely generate much public outcry and horrible publicity, and call into question Amazon's promised support of all similar devices. I will then take whatever additional action I feel is warranted under the circumstances, including, but not limited to, publication of this issue and a class-action lawsuit.

Before I take such actions, I would like to give you the chance to redeem your reputation by rectifying this situation. Please consider re-establishing the promised support of the Kindle 1st and 2nd generations.

Sincerely,
Melanie Housley