Closure of Account - Access to digital content - Page 9

soulfuldog · 10-30-2015, 07:08 AM

I don't know in the very first line "a question about digital content and unrequested closure of accounts" and then in the next line "Sometimes Amazon decides to close a customer's Amazon account."

That seems quite clear.

However, I guess you have to frame it in the context of basic customer support and that, at best they aren't reading the emails properly. Or perhaps they use software to try and be more efficient. Like the filters pidgeon92 mentions, it might not just be a canned response, but customer emails are fed to them via a programme to pick out the key words/phrases and their response is based on that?

Efficient but frustrating when its not just a straight forward query!

Barbara1955 · 10-30-2015, 03:20 PM

Also add Movies to the information request. I own a Lot of Amazon Movies that stream.

Cinisajoy · 10-30-2015, 03:51 PM

Quote:

Originally Posted by Josieb1

I have no idea what FUD is but I am consciousthat he is only asking the question because of my original thread and fears, I doubt he would have thought about it if I hadn't raised the issue. I would feel responsible if anything were to happen to his account because they got fed up with his qurstions.

Remember I'm not exactly a fan of anyone at Amazon CS and I don't think highly of there famed good service.

I am not sure what FUD is either, though I could make a couple of guesses.

Now when pdurrant gets an actual human answer, Amazon will figure the question came from a forum and that he is just trying to clarify to keep other customers from worrying too much. I don't think he has anything to fear.

When I was on another forum, I saw too many coincidences to think that Amazon doesn't know about forums dedicated to them.

I am not positive but I do believe MR is a publicly searchable forum.

pdurrant · 10-30-2015, 04:20 PM

I have had a further, final response from customer service, which appears definitive, but doesn't address the discrepancy between this answer and the information given in 2012.

Spoiler:

I think I have no further recourse at Amazon, except the long-shot of an email to Mr Bezos himself.

Assuming that nothing comes of that, I think my next step will be to approach some of the journalists who cover the 2012 story.

Cinisajoy · 10-30-2015, 05:25 PM

So it looks like you lose everything if your account is closed.

JSWolf · 10-30-2015, 05:43 PM

They say once your account is closed. Do they mean by amazon or by the customer? They make that very ambiguous.

Josieb1 · 10-30-2015, 05:48 PM

Quote:

Originally Posted by JSWolf

They say once your account is closed. Do they mean by amazon or by the customer? They make that very ambiguous.

I don't think they understand the difference.

Wearever · 10-30-2015, 08:40 PM

Thanks for all the effort you have put into this pdurrant !

pdurrant · 10-31-2015, 06:03 AM

Quote:

Originally Posted by Cinisajoy

So it looks like you lose everything if your account is closed.

That does seem to be the official Amazon position. Despite reports from people whose account has been closed that they are still allowed access.

Quote:

Originally Posted by JSWolf

They say once your account is closed. Do they mean by amazon or by the customer? They make that very ambiguous.

Quote:

Originally Posted by Josieb1

I don't think they understand the difference.

No, I don't think it's that they haven't understood my question (although I suppose that's possible), I think that the ambiguity is deliberate and that Amazon do not want to state their policy on forced closure of accounts clearly.

I am working on an email to Jeff Bezos. I'll post here for suggestions as to the wording once I have a draft.

soulfuldog · 10-31-2015, 07:08 AM

Just to echo the thanks for your patience and perseverance in working at getting an answer to this. I know its very unlikely to happen to most people (and we'd get at least one warning email first) but it is a pretty sobering thought to lose access to everything.

Josieb1 · 10-31-2015, 07:17 AM

I think this is a very grey area for Amazon. They sell content that can only be accessed as long as you either have a device registered to an Amazon account, and/or an Amazon account that is accessible. For Amazon to close an account and then block access (by the closure) to already paid for digital content should be illegal, but it probably isn't right now as we don't have any laws giving us rights over digital content. It's morally wrong though.

Regardless of the reason for closure unless the customer has done something illegal it should not cause them to lose access to digital paid for content, either straight away, or years later.

If this is Amazons policy then they a) should not sell DRMd content and b) should not sell devices that don't work properly without access to an Amazon account.

rjcchan · 10-31-2015, 10:32 AM

Quote:

Originally Posted by Josieb1

(SNIP)

Regardless of the reason for closure unless the customer has done something illegal it should not cause them to lose access to digital paid for content, either straight away, or years later.

(SNIP).

Isn't that what happens any time an account with a cloud storage service is closed?

Josieb1 · 10-31-2015, 10:50 AM

Deleted. I'm done with this.

HarryT · 10-31-2015, 10:59 AM

Quote:

Originally Posted by Josieb1

I'm done with this.

I'd love to believe that was true.

rjcchan · 10-31-2015, 11:00 AM

Quote:

Originally Posted by JSWolf

They say once your account is closed. Do they mean by amazon or by the customer? They make that very ambiguous.

I think they are getting tired of being cross examined. They have stated the policy, the customer does not seem to have been affected by the policy, or have any problem at all, and other customers are not this customers concern. Hypothetical questions waste resources and create potential disputes. (Their lawyers have made that quite clear to them)

Not that I don't support the OP quest here.

10-30-2015, 04:20 PM	#124
pdurrant The Grand Mouse 高貴的老鼠 Posts: 74,449 Karma: 318076944 Join Date: Jul 2007 Location: Norfolk, England Device: Kindle Oasis	I have had a further, final response from customer service, which appears definitive, but doesn't address the discrepancy between this answer and the information given in 2012. Spoiler: Hello, Please be assured that we understand your concern. I have reviewed our previous correspondence and your account. Please understand that the information provided in our last message correctly represents our policy at this time. As my colleague previously mentioned, Once your account is closed, it's no longer accessible by you or anyone else. You won't be able to access your order history or print a proof of purchase or an invoice. Additionally, the following will no longer be available to you: * your Amazon.co.uk Marketplace account * your accounts at Amazon.com, Amazon.de, Amazon.fr, Amazon.it, Amazon.es, Amazon.ca or Amazon.com.br * your Wish List, or About You page * your Amazon.co.uk Associates account * your Author account * your Kindle library * your Amazon Music account * your Amazon Appstore purchases * your Cloud Drive account * your Audible.co.uk account * your Amazon Local account * your Amazon Video account * your Public Profile including your reviews, discussion posts and customer images Further, data Protection guidelines prevent us from commenting on customer or order information that is not related to your account. Aside from what is available on our Amazon.co.uk, we are not able to provide any further material. I regret that we haven't been able to address your concerns to your satisfaction. We won't be able to provide further assistance for your request. Warmest regards, Ethiraj D. Amazon.co.uk Your feedback is helping us build Earth's Most Customer-Centric Company. I think I have no further recourse at Amazon, except the long-shot of an email to Mr Bezos himself. Assuming that nothing comes of that, I think my next step will be to approach some of the journalists who cover the 2012 story.

10-31-2015, 07:17 AM	#131
Josieb1 Grand Sorcerer Posts: 5,100 Karma: 18051062 Join Date: Nov 2009 Location: UK Device: Kindle Scribe, Coloursoft, PW SE, Kindle 6, Kobo Libra 2, Clara BW	I think this is a very grey area for Amazon. They sell content that can only be accessed as long as you either have a device registered to an Amazon account, and/or an Amazon account that is accessible. For Amazon to close an account and then block access (by the closure) to already paid for digital content should be illegal, but it probably isn't right now as we don't have any laws giving us rights over digital content. It's morally wrong though. Regardless of the reason for closure unless the customer has done something illegal it should not cause them to lose access to digital paid for content, either straight away, or years later. If this is Amazons policy then they a) should not sell DRMd content and b) should not sell devices that don't work properly without access to an Amazon account. Last edited by Josieb1; 10-31-2015 at 07:19 AM.

10-31-2015, 10:50 AM	#133
Josieb1 Grand Sorcerer Posts: 5,100 Karma: 18051062 Join Date: Nov 2009 Location: UK Device: Kindle Scribe, Coloursoft, PW SE, Kindle 6, Kobo Libra 2, Clara BW	Deleted. I'm done with this. Last edited by Josieb1; 10-31-2015 at 10:55 AM.

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10-30-2015, 07:08 AM	#121
soulfuldog I ♥ Calibre Posts: 2,073 Karma: 5678911 Join Date: Aug 2011 Location: UK Device: Kindle Oasis, Voyage, Sony PRS-350, Hudl2	I don't know in the very first line "a question about digital content and unrequested closure of accounts" and then in the next line "Sometimes Amazon decides to close a customer's Amazon account." That seems quite clear. However, I guess you have to frame it in the context of basic customer support and that, at best they aren't reading the emails properly. Or perhaps they use software to try and be more efficient. Like the filters pidgeon92 mentions, it might not just be a canned response, but customer emails are fed to them via a programme to pick out the key words/phrases and their response is based on that? Efficient but frustrating when its not just a straight forward query!

10-30-2015, 03:20 PM	#122
Barbara1955 Non-Techy Posts: 4,455 Karma: 15499273 Join Date: Feb 2011 Location: WV---USA Device: Samsung Cell Phone & Amazon Fires & Kobo eReaders	Also add Movies to the information request. I own a Lot of Amazon Movies that stream.

10-30-2015, 05:25 PM	#125
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	So it looks like you lose everything if your account is closed.

10-30-2015, 05:43 PM	#126
JSWolf Resident Curmudgeon Posts: 80,782 Karma: 150249619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	They say once your account is closed. Do they mean by amazon or by the customer? They make that very ambiguous.

10-30-2015, 08:40 PM	#128
Wearever Wizard Posts: 1,063 Karma: 10944084 Join Date: Jun 2014 Location: New England Device: Oasis 2,Voyage, Kindlle hdx 8.9, Ipad mini 4. Air 2	Thanks for all the effort you have put into this pdurrant !

10-31-2015, 07:08 AM	#130
soulfuldog I ♥ Calibre Posts: 2,073 Karma: 5678911 Join Date: Aug 2011 Location: UK Device: Kindle Oasis, Voyage, Sony PRS-350, Hudl2	Just to echo the thanks for your patience and perseverance in working at getting an answer to this. I know its very unlikely to happen to most people (and we'd get at least one warning email first) but it is a pretty sobering thought to lose access to everything.