Kindle DXG updates - have contacted the BBC and Watchdog

[max99]

Originally Posted by =X=

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.

Just to clarify, the complaint isn't over the white DX models which are clearly last generation. It's the lack of support for the DX-Graphite, a model Amazon are actively promoting on their sites as the deluxe and premier Kindle.

This unit was launched just weeks prior to the K3 with the updated pearl e-ink screen and a similar design aesthetic to the K3. It is patently being marketed as the big screen version of the K3, which is a falsehood given the lack of software features.

If Amazon would stop promoting the DXG as the premier large screen K3 people would have less to gripe about.

As it stands i've been asked to submit evidence from the forums to the BBC, and am in the process of doing so.

[DiapDealer]

If Amazon would stop promoting the DXG as the premier large screen K3 people would have less to gripe about.

I'm pretty sure it's being promoted as a larger screen ereader. I don't recall any claim by Amazon that the DXG was the "premier" model. I feel for you, but this just sounds like sour grapes to me.

If you were happy when you first received it, you should be happy with it now.

If you were unhappy when you first received it, you should have returned the device and bought something else.

I'm not sure why you think buying their most expensive device (regardless of when it and the K3 were released) entitles you to all (or any) of the features/upgrades of the newer device.

[DMSmillie]

Originally Posted by DiapDealer

I'm pretty sure it's being promoted as a larger screen ereader. I don't recall any claim by Amazon that the DXG was the "premier" model. I feel for you, but this just sounds like sour grapes to me.

If you were happy when you first received it, you should be happy with it now.

If you were unhappy when you first received it, you should have returned the device and bought something else.

I'm not sure why you think buying their most expensive device (regardless of when it and the K3 were released) entitles you to all (or any) of the features/upgrades of the newer device.

Mirrors my thoughts exactly.

And as others have pointed out, the DX isn't even offered for sale or promoted on the Amazon UK website.

I really don't see where the deception, broken promises or shoddy customer service is, that Watchdog might be interested in exposing and publicising.

[Stingo]

I love my DX and don't care about the upgrades but I find the "Amazon didn't promise" apologist responses pretty unrealistic.

The fact is that the Kindle, DX or otherwise, is seen as a single product line. Out of that product line the cost of the DX is so disproportionate that a consumer is well justified in seeing it a premium product. Nothing in the marketing of these products suggests that the DX will not be maintained feature compatible with its smaller sibling. Moreover, whether you were happy with the device when you got it, growing discontent is reasonable the the product is not kept current with the newer firmware. I promise you that for any product category be it a S-Class Mercedes or a high end computer, the consumer will be furious if lower priced products are updated with new features and the more expensive product is not.

In my opinion DX owners have every reason to be upset by Amazon's lack of updating and should allow this to color their future purchasing decisions. Furthermore, they should let their discontent be known so potential buyers can make a more informed decision. This in turn may perhaps get Amazon to show a bit more care for their DX users.

[susan_cassidy]

I fail to see how you can say that the DX is "premier" or special, other than having a larger screen. Nowhere that I can see does Amazon say that. There were never any features or anything that set it apart, other than screen size.

If they have a different code base now for the K3 than the DX, I can see that it would be a pain to back-port the firmware changes to the DX code. Perhaps they just haven't sold enough to make it worth the expense? Hard to say, since Amazon doesn't release any numbers on sales.

Since the graphite DX is still currently being sold, it does seem that they should update the firmware, just as the K3 is. Maybe they still will. But, with electronic devices, you can never know if they are going to be updated or not. You kind of have to expect them to stay just as they are when you purchase them.

[DiapDealer]

Originally Posted by Stingo

Nothing in the marketing of these products suggests that the DX will not be maintained feature compatible with its smaller sibling.

This makes no sense, since the opposite is just as true.

[waller4343]

"Just to clarify, the complaint isn't over the white DX models which are clearly last generation. It's the lack of support for the DX-Graphite, a model Amazon are actively promoting on their sites as the deluxe and premier Kindle."

The DXG is part of the last generation. The only differences are the screen and its color. They continued to give us updates on it after the K3 came out. And they lowered the cost of the DXG when they introduced the K3. I am now at Ver. 2.5.7 on my DX, DXG and K2i.

I have more empathy for the K1ers who paid the most and ended up with the fewest features. But after reading their woes when the K2s came out I was prepared to be satisfied with my choices and didn't expect as much as I got when the K3s arrived.

[HarryT]

Originally Posted by max99

Just to clarify, the complaint isn't over the white DX models which are clearly last generation. It's the lack of support for the DX-Graphite, a model Amazon are actively promoting on their sites as the deluxe and premier Kindle.

What "lack of support" are you referring to? Are you saying that if you have a problem with your DX, Amazon's customer service department refuse to assist you?

If you simply mean that you're hoping to get new features, and Amazon haven't given them to you, I honestly think your complaint is baseless.

[EldRick]

I bought a DXG last fall, and returned it because the PDF support is buggier than an anthill and locks up the machine on some PDFs.

AFAIK, no updates or even bug fixes since then, which is simply unacceptable.

[Tiersten]

Originally Posted by EldRick

AFAIK, no updates or even bug fixes since then, which is simply unacceptable.

All the K2s and the KDXs got 2.5.7 at the start of this year.

[max99]

if you think the complaint is baseless stop reading this thread, you clearly have no interest in the matter.

here is the page where Amazon compare their Kindle ranges. the comparison says nothing about differing levels of software features or support....this is utterly misleading:

http://www.amazon.com/Kindle-DX-Wire...7197595&sr=8-1

[DiapDealer]

if you think the complaint is baseless stop reading this thread, you clearly have no interest in the matter.

Not a problem... enjoy your baseless rant. Let us know how it all turns out.

[love_guru]

Wow, the apathy on this thread is disheartening.

Kindle DXG owners willingly paid $379 for a brand new unit. If Amazon would like to alienate this top-spending customer group, well then, good luck to them. Here's hoping that other companies will notice and accommodate those who can spend top dollars for better products.

In the airline industry, you don't alienate those who paid first class if you want them to fly with you again next time. You don't let them see that you gave free peanuts to the coach class and you gave the first-class section nothing because you will never see them again. Ever.

[Bilbo1967]

Originally Posted by love_guru

Wow, the apathy on this thread is disheartening.

But not surprising. Basically, the beef is, "I bought some tech and then a bit later some better tech was released". By that logic, pretty much anybody who bought any tech based object more than about 3 months ago has the right to complain.

Absolute nonsense. If any consumer show in the UK took this up I'd be amazed.

[love_guru]

Originally Posted by Bilbo1967

But not surprising. Basically, the beef is, "I bought some tech and then a bit later some better tech was released". By that logic, pretty much anybody who bought any tech based object more than about 3 months ago has the right to complain.

Absolute nonsense. If any consumer show in the UK took this up I'd be amazed.

There is nothing better released after the Kindle DX Graphite. The K3 is not in the same class. Your argument would be valid if there is a newer Kindle DX.