Quote:
Originally Posted by Lutraa
Finally, they told me they could only help if I agreed to sync my device with their servers so they could watch what was happening.
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This sounds like a reasonably good faith effort on their part. I was an electronics/computer engineer before I retired, and yeah, this is the same strategy I would have taken for initial troubleshooting. In order to troubleshoot something, you have to be able to reproduce the problem. Watching things unfold in real time - by watching server actions, logs, etc. - would be a goldmine in troubleshooting.
You didn't want to help them. I can understand why you wouldn't want to chance having to repopulate your Kindle after their testing might result in you content being deleted. But when troubleshooting a destructive problem, sometimes you have to let the destruction unfold while you watch it in order to figure out what is happening.
It's not really fair to claim that they refused to do anything and instead went for deny, deny, deny. Clearly they did not. If you actually told them to go pound sand and that you didn't want to be an uncompensated guinea pig, I can see why they didn't pursue working with you further.
I am no fan of Amazon and how long this problem has reportedly been going on. It sounds like you got pretty far and did good penetration into the engineering group - quite an accomplishment in itself - but when they (finally) made an offer to help, you shut them out. I'm not saying you should have helped them (that would entail negative outcomes for you probably), but you can't say they didn't try.
When you are talking to an engineer, they are not going to know the first thing about compensating angry customers. That's just not a part of the engineering job. We know nothing about that part of the business - what can be done, what can't be done. I would never expect an engineer, or an engineering manager, to offer you compensation. That's a totally different department and group of people. Compensation is something that would have to be worked later. If you demanded it from an engineer, I would expect you to be dropped like a hot potato. That's what I would have done (no offense intended). They just aren't going to know how to handle you.