Amazon Kindle Has The Worst Customer Support Of All The E-readers - Page 2

OtterBooks · 08-25-2011, 09:38 AM

I've become hesitant to call Amazon customer support because they wind up doing too much for me and I feel guilty.

"Hi, I seem to be having a minor issue with my Kindle."
"OMG I am so sorry, I'll take care of that. in the meantime someone will be arriving at your home in three minutes with a basket of muffins and some hot coffee."

JSWolf · 08-25-2011, 09:42 AM

I did use Apple support once. My iPhone 3G was broken. It looked perfectly OK. I took it to the Apple Store and they sorted it out no problem. I ended up with a new iPhone 3G. Not a refurbished unit, but brand new.

booklover6 · 08-25-2011, 10:25 AM

Quote:

Originally Posted by JeremyR

It's only good if you talk to them on the phone. If you use email, it's pretty much completely worthless.

Not true...I have gotten refunds for digital music and books just using Amazon email.

Daithi · 08-25-2011, 10:30 AM

I have also found their customer support to be exemplary.

I broke my first Kindle -- I dropped it and broke the screen. They sent me a refurb for 1/2 price and I was quite happy. Great customer service. This was all done on the phone.

I can also say that I've had good success with their email support. I bought an ice cream cookbook for the Kindle that didn't list the ingredients and they refunded my purchase without a hassle. I also bought a downloadable music album that was corrupted and they replaced it without a hassle. This was all done through email.

RainingLemur · 08-25-2011, 11:22 AM

Quote:

Originally Posted by OtterBooks

I've become hesitant to call Amazon customer support because they wind up doing too much for me and I feel guilty.

"Hi, I seem to be having a minor issue with my Kindle."
"OMG I am so sorry, I'll take care of that. in the meantime someone will be arriving at your home in three minutes with a basket of muffins and some hot coffee."

What number do YOU call? I would love some muffins...

kjk · 08-25-2011, 11:28 AM

Apple, Amazon, and Netflix have all given me incredible customer support over the last few years. Which is why I continue to give them incredible company support.

(Which is a change from 10-15 years ago, when it was Dell and Sony who both actually had great customer support at the time, for me)

Hellmark · 08-25-2011, 12:30 PM

Quote:

Originally Posted by xg4bx

Absolute bunk. The screen on my Kindle just went out and I requested customer support call me. Which they did within 10 seconds. And within 5 minutes of speaking to the rep a new Kindle was on its way. Free of charge.

I'm sure everyones experience is different but this looks like the author went out of her way to smear Amazon and praise Apple.

My management professor was just talking about something similar in class. He had the screen have dead lines of pixels, called up customer support, and they shipped a replacement for free. Arrived the next day.

booklover6 · 08-25-2011, 12:39 PM

I had bought an mp3 w/o listening to the sample first...and it was the wrong one. I had used the credit I got from my KSO. The gave me the credit amount for the song back, within minutes of me sending my email. Amazon is awesome!

c861556 · 08-25-2011, 12:41 PM

"The Kindle Support page simply told him to check his warranty, which had expired the previous week." The page "told" him. And the fact that they didn't even bother to contact the customer support through any of the available contact options (phone, e-mail, chat) didn't stop the offended missus from proclaiming that "the customer service aspect of its Kindle department is limited to non-existent." Simply absurd.

EDIT: Needless to add, my own experience with Amazon's customer support was deeply satisfying.

HarryT · 08-25-2011, 12:42 PM

This is a person who claims to be a professional journalist? Astounding. Obviously the concept of "checking your facts" is no longer taught in journalism classes.

abookreader · 08-25-2011, 12:43 PM

So this is her response?

Quote:

expired warranty

Thanks for these comments on Amazon's customer service - however, if your warranty is expired as ours was, than you don't have as much luck. But I'm glad to know it worked well for you!

[report comment]

Kimberly Palmer of DC @ Aug 24, 2011 09:44:51 AM

How does she know that "you don't have as much luck." She never even contacted Amazon Customer Service to see what kind of luck she would have.! Were they supposed to clairvoyantly know she had a frozen kindle at her house and fix it via thought waves? She just assumed they would do nothing, then reported it as fact that they would do nothing..... all while ranking Barnes and Noble and Apple higher .... even though she did no actual field testing of their Customer Service process either.

And "reporters" wonder why they are so poorly thought of these days.

I put "reporters" in quote because there actually are some real ones still out there. This lady, not so much. I've read sounder logic in 6th grade persuasive essays.

drofgnal · 08-25-2011, 12:47 PM

They have excellent customer service. I was looking for a particular translation of War and Peace. They used to have it in their kindle store and no longer have it. I sent support an email. They responded back to purchase the hardcopy with one day shipping "on the house"!! Amazing customer service.

I was so flabergassted at that, I bought a later translation for kindle anyway!!

MrsJoseph · 08-25-2011, 02:47 PM

Quote:

Originally Posted by JSWolf

I did use Apple support once. My iPhone 3G was broken. It looked perfectly OK. I took it to the Apple Store and they sorted it out no problem. I ended up with a new iPhone 3G. Not a refurbished unit, but brand new.

Well that's lucky. I had the opposite experience. As an early adopter I had to threaten to take my money and early adoption tendencies else where to get some assistance. Apple CS? FAIL.

On the other hand, Amazon's CS almost sparkles like a diamond. It's just that good! I had a piss poor UPS guy who returned a book without trying to deliver. I called Amazon, Amazon put me on hold so THEY could call UPS. UPS told them they couldn't stop the return to Amazon. Amazon comes back to me and says they are sending a replacement book out asap. I received it the next day.

...along with a basket of muffins.

Sil_liS · 08-25-2011, 03:14 PM

I don't know what to make of this:

Quote:

According to a ChangeWave survey taken during the last holiday season, 3 in 4 iPad users said they were “very satisfied” with the device’s E-reading capabilities, while just over half of Kindle users said the same thing.

I don't think that 3 in 4 iPad users do use it as an ereader.
Judging by the nature of the posts of most of the kindle owners on this forum, I find it hard to believe that only half of the owners would be “very satisfied” with the device’s E-reading capabilities. If you don't like the reading capabilities, you get a new device, because this one doesn't do anything else.

kjk · 08-25-2011, 03:31 PM

Quote:

Originally Posted by Sil_liS

I don't know what to make of this:

I don't think that 3 in 4 iPad users do use it as an ereader.
Judging by the nature of the posts of most of the kindle owners on this forum, I find it hard to believe that only half of the owners would be “very satisfied” with the device’s E-reading capabilities. If you don't like the reading capabilities, you get a new device, because this one doesn't do anything else.

It helps to actually see the survey:
http://www.investorplace.com/2010/11...reader-market/

92% of Kindle owners were somewhat or very satisfied.

08-25-2011, 12:41 PM	#24
c861556 Enthusiast Posts: 34 Karma: 586 Join Date: Sep 2010 Device: Kindle	"The Kindle Support page simply told him to check his warranty, which had expired the previous week." The page "told" him. And the fact that they didn't even bother to contact the customer support through any of the available contact options (phone, e-mail, chat) didn't stop the offended missus from proclaiming that "the customer service aspect of its Kindle department is limited to non-existent." Simply absurd. EDIT: Needless to add, my own experience with Amazon's customer support was deeply satisfying. Last edited by c861556; 08-25-2011 at 12:43 PM.

08-25-2011, 12:47 PM	#27
drofgnal Wizard Posts: 1,432 Karma: 10519918 Join Date: Dec 2009 Device: Ipad Pro/Kindle Oasis 3/iPhone 13 Pro Max	Excellent They have excellent customer service. I was looking for a particular translation of War and Peace. They used to have it in their kindle store and no longer have it. I sent support an email. They responded back to purchase the hardcopy with one day shipping "on the house"!! Amazing customer service. I was so flabergassted at that, I bought a later translation for kindle anyway!!

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08-25-2011, 09:38 AM	#16
OtterBooks Wizard Posts: 1,262 Karma: 2979086 Join Date: Nov 2010 Device: Kindle 4, iPad Mini/Retina	I've become hesitant to call Amazon customer support because they wind up doing too much for me and I feel guilty. "Hi, I seem to be having a minor issue with my Kindle." "OMG I am so sorry, I'll take care of that. in the meantime someone will be arriving at your home in three minutes with a basket of muffins and some hot coffee."

08-25-2011, 09:42 AM	#17
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	I did use Apple support once. My iPhone 3G was broken. It looked perfectly OK. I took it to the Apple Store and they sorted it out no problem. I ended up with a new iPhone 3G. Not a refurbished unit, but brand new.

08-25-2011, 10:30 AM	#19
Daithi Publishers are evil! Posts: 2,418 Karma: 36205264 Join Date: Mar 2008 Location: Rhode Island Device: Various Kindles	I have also found their customer support to be exemplary. I broke my first Kindle -- I dropped it and broke the screen. They sent me a refurb for 1/2 price and I was quite happy. Great customer service. This was all done on the phone. I can also say that I've had good success with their email support. I bought an ice cream cookbook for the Kindle that didn't list the ingredients and they refunded my purchase without a hassle. I also bought a downloadable music album that was corrupted and they replaced it without a hassle. This was all done through email.

08-25-2011, 11:28 AM	#21
kjk . Posts: 3,408 Karma: 5647231 Join Date: Oct 2008 Device: never enough	Apple, Amazon, and Netflix have all given me incredible customer support over the last few years. Which is why I continue to give them incredible company support. (Which is a change from 10-15 years ago, when it was Dell and Sony who both actually had great customer support at the time, for me)

08-25-2011, 12:39 PM	#23
booklover6 Grand Sorcerer Posts: 6,545 Karma: 14008730 Join Date: May 2008 Location: PA (USA) Device: Kobo Clara, 2E, Libre 1, PW4, PW5, 2022 Kindle, Kobo Libre Colour	I had bought an mp3 w/o listening to the sample first...and it was the wrong one. I had used the credit I got from my KSO. The gave me the credit amount for the song back, within minutes of me sending my email. Amazon is awesome!

08-25-2011, 12:42 PM	#25
HarryT eBook Enthusiast Posts: 85,560 Karma: 93980341 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	This is a person who claims to be a professional journalist? Astounding. Obviously the concept of "checking your facts" is no longer taught in journalism classes.