Kindle DXG updates - have contacted the BBC and Watchdog

max99 · 02-07-2011, 06:45 PM

Today's 3.1 K3 update has been the straw to break the camels back. I have contacts in London media and am perusing a breach of good customer services story for the BBC's Watchdog programme.

I have made contact with the submissions department who are interested in running the story due to the huge popularity of the Amazon Kindle!

Here is my letter to Amazon on the issue, I will update you on the progress:

For attention of your manager of customer services

Dear sirs,

i purchased a Kindle DX graphite several months ago believing it to be the premier Kindle model in your lineup. The significant price tag and elaborate marketing material led me to this conclusion.

Several months later i have since learnt of the improved software features of the cheaper yet more common K3 Kindle, sporting enhanced PDF support and an improved browser. i have patiently waited for these services to be carried over to the Kindle DXG but no new features have arrived.

To add insult to injury I have today learned of a new 3.1 update with numerous enhancements, including real page numbers, but again only for the more mass market K3.

Why do Amazon think it's reasonable to treat customers in this way by failing to support a more expensive device that was released merely weeks before the K3?

I would like this email CC'd to your manager of customer services please. Please provide me with the name of the customer services agent who will process this request.

For the record I will be also forwarding this email and significant correspondence from the mobileread community to the BBC's Watchdog programme where i have made contact with the submission department.

The BBC's Watchdog programe regularly broadcasts content on companies who are failing customers in key areas.

For your reference: http://www.bbc.co.uk/watchdog/

Yours sincerely

__________
_________

FF2 · 02-07-2011, 06:53 PM

Good luck. I think it is an entirely kosher inquiry.

Daveoc64 · 02-07-2011, 07:17 PM

While I think Amazon should do a bit more to help users of the Kindle DX, I'm not entirely sure that your complaint can go anywhere.

1) Amazon hasn't promised any new updates or features for the Kindle DX. If they had, then you would definitely have a strong argument.

2) The Kindle DX hardware isn't as advanced as the Kindle (3rd Generation). The Kindle 3 renders PDFs pretty slowly. The Kindle DX with fewer resources having to fill a bigger screen would no doubt be worse.

I'd also note that (as far as I know) Amazon UK doesn't even sell the Kindle DX, so that might limit the interest of Watchdog.

bZkindle · 02-07-2011, 07:31 PM

well, good luck. I think you'll need it!

I've pretty much accepted that there will be no major (more pdf support, webkit browser) update for the DXG. It is a little annoying yes, but I won't exactly be selling mine anytime soon.
webkit would look so nice on the DXG screen though! Oooo

montalex · 02-07-2011, 07:52 PM

Isn't this a bit like buying a van, then being annoyed that the manufacturer subsequently comes out with a coupe with a better transmission?

Sorry, but I don't think you have any case. It is not, as others have pointed out elsewhere, simply a matter of software.

JeremyR · 02-07-2011, 07:56 PM

I bought a laptop three years ago. Since then, Windows has come out with two new versions, and I'm sure there is some software (like games) that won't run on XP, but requires Vista or 7.

Should I complain that I don't get Vista or 7 for free?

carterw · 02-07-2011, 07:57 PM

nice work bro.

I am sure DXG can do better than what it has now.

I have been waiting and hoping that my DXG can go little faster, i think they can do it without any problem.

mikeschr · 02-07-2011, 08:14 PM

Quote:

Originally Posted by JeremyR

I bought a laptop three years ago. Since then, Windows has come out with two new versions, and I'm sure there is some software (like games) that won't run on XP, but requires Vista or 7.

Should I complain that I don't get Vista or 7 for free?

That isn't even close to a good analogy. As the OP pointed out, the K3 came out only a few weeks later, and Amazon continued selling the DXG at a premium.
The correct analogy would be if Microsoft was still charging a premium for XP, and selling Windows 7 for less, when it does more.

GoversAU · 02-07-2011, 08:35 PM

Quote:

Originally Posted by JeremyR

I bought a laptop three years ago. Since then, Windows has come out with two new versions, and I'm sure there is some software (like games) that won't run on XP, but requires Vista or 7.

Should I complain that I don't get Vista or 7 for free?

No, but Microsoft still supports XP and sends regular updates for it as they do for my 2003 edition of MS Office.

One of my mobile phones is a 4yo Nokia which got a firmware update just last month.

This is very bad public relations for Amazon and is p*ssing a lot of existing customers off. I've cancelled two DXG orders in my family since Christmas simply because Amazon appears to have dropped support for them.

bZkindle · 02-07-2011, 08:35 PM

Quote:

Originally Posted by JeremyR

I bought a laptop three years ago. Since then, Windows has come out with two new versions, and I'm sure there is some software (like games) that won't run on XP, but requires Vista or 7.

Should I complain that I don't get Vista or 7 for free?

if you bought XP and MS never provided updates within reason, you would likely complain.
this is a firmware update we are talking about, not completely different software, so this is a very bad analogy.

nobody is talking about getting new 'software' for free anyway. if amazon offered to bring the DXG in line with the K3 for a reasonable fee, I would gladly pay it.

Sonist · 02-07-2011, 09:27 PM

I do wish the media would pick up this story ("Amazon Shafts Their High-End Buyers" would make a nice headline).

I really doubt it has anything to do with hardware, but rather with the fact that Amazon doesn't feel they have any competition at the KDX level, since nobody else makes a large-screen device.

So they have a captive audience which has nowhere to go, no matter how irate they get.

Not a wise long-term strategy, IMO, but there it is.

If someone like Sony came out with a 10"+ screen Pearl device with EPUB capability, I am sure KDX updates will come and prices will come down.

SkyDream · 02-08-2011, 02:49 AM

Quote:

Originally Posted by montalex

Sorry, but I don't think you have any case. It is not, as others have pointed out elsewhere, simply a matter of software.

Sorry, but you are wrong.
It is a simple matter of software/firmware as duokan.com shows. I've installed duokan on my KDXG and it has more features than the original Amazon firmware. And it's still software...

Tiersten · 02-08-2011, 03:09 AM

Quote:

Originally Posted by Sonist

I really doubt it has anything to do with hardware

The K3 has 2x the RAM of the KDX which is a significant difference. Thats not to say that you couldn't get most of the new features in 3.x though. The WebKit browser is a memory hog in the K3 so that'd have to be slimmed down some how for usage in the KDX. The other features like a better reader etc... don't seem to require a particularly large amount of RAM though.

Crhis · 02-08-2011, 10:05 AM

Seems unlikely that the BBC would pick up a story about a product not even sold here.

And besides, doesn't the DXG have half the RAM of the K3? There's not much they can do about that now, and it imposes a real limit on what feature updates are viable, particularly with the bigger screen to drive anyway.

=X= · 02-08-2011, 10:06 AM

Good luck I am not sure if I agree with you, since you should always buy as is, or unless they'be made promises. Amazon has kept there part up, you can still buy books and call in support issues.

But if you do manage to get some response it is good for all the DX customers.

02-07-2011, 06:45 PM	#1
max99 Addict Posts: 201 Karma: 1300000 Join Date: Nov 2010 Device: Kindle DXG, PW	Kindle DXG updates - have contacted the BBC and Watchdog Today's 3.1 K3 update has been the straw to break the camels back. I have contacts in London media and am perusing a breach of good customer services story for the BBC's Watchdog programme. I have made contact with the submissions department who are interested in running the story due to the huge popularity of the Amazon Kindle! Here is my letter to Amazon on the issue, I will update you on the progress: For attention of your manager of customer services Dear sirs, i purchased a Kindle DX graphite several months ago believing it to be the premier Kindle model in your lineup. The significant price tag and elaborate marketing material led me to this conclusion. Several months later i have since learnt of the improved software features of the cheaper yet more common K3 Kindle, sporting enhanced PDF support and an improved browser. i have patiently waited for these services to be carried over to the Kindle DXG but no new features have arrived. To add insult to injury I have today learned of a new 3.1 update with numerous enhancements, including real page numbers, but again only for the more mass market K3. Why do Amazon think it's reasonable to treat customers in this way by failing to support a more expensive device that was released merely weeks before the K3? I would like this email CC'd to your manager of customer services please. Please provide me with the name of the customer services agent who will process this request. For the record I will be also forwarding this email and significant correspondence from the mobileread community to the BBC's Watchdog programme where i have made contact with the submission department. The BBC's Watchdog programe regularly broadcasts content on companies who are failing customers in key areas. For your reference: http://www.bbc.co.uk/watchdog/ Yours sincerely __________ _________ Last edited by max99; 02-07-2011 at 06:49 PM.

02-07-2011, 07:17 PM	#3
Daveoc64 Groupie Posts: 170 Karma: 21142 Join Date: Feb 2011 Location: Bristol, UK Device: Kindle Oasis 3 (LTE)	While I think Amazon should do a bit more to help users of the Kindle DX, I'm not entirely sure that your complaint can go anywhere. 1) Amazon hasn't promised any new updates or features for the Kindle DX. If they had, then you would definitely have a strong argument. 2) The Kindle DX hardware isn't as advanced as the Kindle (3rd Generation). The Kindle 3 renders PDFs pretty slowly. The Kindle DX with fewer resources having to fill a bigger screen would no doubt be worse. I'd also note that (as far as I know) Amazon UK doesn't even sell the Kindle DX, so that might limit the interest of Watchdog. Last edited by Daveoc64; 02-08-2011 at 02:34 PM.

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02-07-2011, 06:53 PM	#2
FF2 Wizard Posts: 1,105 Karma: 1025784 Join Date: Oct 2010 Device: WiFi Kindle3	Good luck. I think it is an entirely kosher inquiry.

02-07-2011, 07:31 PM	#4
bZkindle Fanatic Posts: 510 Karma: 1025024 Join Date: Nov 2010 Location: Canada City, Soviet Canuckistan Device: k2, k3G, kindle DXG, Sony T-1, iPad, iPhone, stone tablet	well, good luck. I think you'll need it! I've pretty much accepted that there will be no major (more pdf support, webkit browser) update for the DXG. It is a little annoying yes, but I won't exactly be selling mine anytime soon. webkit would look so nice on the DXG screen though! Oooo

02-07-2011, 07:52 PM	#5
montalex Fanatic Posts: 556 Karma: 1283268 Join Date: Mar 2010 Device: KindleDX,Kindle 4, Kindle Keyboard 3G	Isn't this a bit like buying a van, then being annoyed that the manufacturer subsequently comes out with a coupe with a better transmission? Sorry, but I don't think you have any case. It is not, as others have pointed out elsewhere, simply a matter of software.

02-07-2011, 07:56 PM	#6
JeremyR Guru Posts: 973 Karma: 2458402 Join Date: Aug 2010 Location: St. Louis Device: Kindle Keyboard, Nook HD+	I bought a laptop three years ago. Since then, Windows has come out with two new versions, and I'm sure there is some software (like games) that won't run on XP, but requires Vista or 7. Should I complain that I don't get Vista or 7 for free?

02-07-2011, 07:57 PM	#7
carterw Member Posts: 15 Karma: 10 Join Date: Nov 2010 Device: Kindle DX Graphite	nice work bro. I am sure DXG can do better than what it has now. I have been waiting and hoping that my DXG can go little faster, i think they can do it without any problem.

02-07-2011, 09:27 PM	#11
Sonist Apeist Posts: 2,126 Karma: 381090 Join Date: Oct 2008 Location: The sunny part of California Device: Generic virtual reality story-experiential device	I do wish the media would pick up this story ("Amazon Shafts Their High-End Buyers" would make a nice headline). I really doubt it has anything to do with hardware, but rather with the fact that Amazon doesn't feel they have any competition at the KDX level, since nobody else makes a large-screen device. So they have a captive audience which has nowhere to go, no matter how irate they get. Not a wise long-term strategy, IMO, but there it is. If someone like Sony came out with a 10"+ screen Pearl device with EPUB capability, I am sure KDX updates will come and prices will come down.

02-08-2011, 10:05 AM	#14
Crhis Enthusiast Posts: 26 Karma: 10 Join Date: Mar 2008 Location: UK Device: Kindle Oasis, iPhone 7 Plus	Seems unlikely that the BBC would pick up a story about a product not even sold here. And besides, doesn't the DXG have half the RAM of the K3? There's not much they can do about that now, and it imposes a real limit on what feature updates are viable, particularly with the bigger screen to drive anyway.

02-08-2011, 10:06 AM	#15
=X= Wizard Posts: 3,671 Karma: 12205348 Join Date: Mar 2008 Device: Galaxy S, Nook w/CM7	Good luck I am not sure if I agree with you, since you should always buy as is, or unless they'be made promises. Amazon has kept there part up, you can still buy books and call in support issues. But if you do manage to get some response it is good for all the DX customers.

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