Closure of Account - Access to digital content - Page 10

pdurrant · 10-31-2015, 10:16 AM

Quote:

Originally Posted by rjcchan

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)

I'm sure you're right. But given that they did make a public statement on this in 2012 to get the media off their back, it would be nice to have it confirmed.

pdurrant · 10-31-2015, 11:46 AM

OK, comments, please, on this draft email:

Subject: Fate of Kindle ebooks on forced account closure

Dear Mr Bezos,

Back in 2012 there was the widely reported case of a Norwegian woman whose account was closed by Amazon, and who said she lost access to her previously purchased Kindle ebooks. See, for example, this report in The Guardian: http://www.theguardian.com/money/201...eletes-account

I was very pleased at the time when Amazon quickly moved to make things right, and released a statement (added as an update to the above article) "We would like to clarify our policy on this topic. Account status should not affect any customer's ability to access their library. If any customer has trouble accessing their content, he or she should contact customer service for help.”

A friend recently received a warning email about the number of returns they had made on their Amazon account, and was deeply worried about what would happen to their Kindle library (& their other digital content) if their Amazon account did get closed. As they weren’t reassured when I pointed out Amazon’s 2012 statement, I thought I would ask customer service to confirm that even if their account was closed by Amazon, they would still retain access to their Kindle library and other digital content.

I was rather surprised to be told that "At this time, I'd like to confirm that if your account is closed for any reason, it is true that you will lose access to your purchased Digital content.”

I asked for clarification, since the reply didn’t address the conflict between this statement and Amazon’s 2012 statement. After a couple more attempts to clarify that I was asking about forced account closure, and about the 2012 statement, I was told "Once your account is closed […] the following will no longer be available to you: […] * your Kindle library” and "We won't be able to provide further assistance for your request.”

I am distressed to find this disparity between Amazon’s public statement when there was a fuss in the media, and the response from customer service.

I would be most grateful to be told explicitly whether or not Amazon’s 2012 statement is still true.

Yours sincerely,

Paul Durrant
(Amazon customer since 1999)

HarryT · 10-31-2015, 11:48 AM

Excellent email, Paul.

Cinisajoy · 10-31-2015, 12:07 PM

Fantastic email Paul.

pdurrant · 10-31-2015, 12:08 PM

Come on - there must be at least a typo or two? Or something that you had to read twice?

Cinisajoy · 10-31-2015, 12:09 PM

Quote:

Originally Posted by pdurrant

Come on - there must be at least a typo or two? Or something that you had to read twice?

I will re read it.

Cinisajoy · 10-31-2015, 12:10 PM

It should be customer service not customer services.

Only typo I found and it could probably be argued that service or services is proper.
I have just never seen it written as services.

pdurrant · 10-31-2015, 12:11 PM

Quote:

Originally Posted by Cinisajoy

It should be customer service not customer services.

Hmm.. must be a US/UK thing, but you're right - Amazon UK do use "Customer Service"

Thanks!

[Now fixed]

Cinisajoy · 10-31-2015, 12:15 PM

Quote:

Originally Posted by pdurrant

Hmm.. must be a US/UK thing, but you're right - Amazon UK do use "Customer Service"

Thanks!

[Now fixed]

You are very welcome.
That was an easy proofread.

Purple Lady · 10-31-2015, 12:30 PM

Can you include something about other digital content? What about purchased movies and music?

pdurrant · 10-31-2015, 12:31 PM

Quote:

Originally Posted by Purple Lady

Can you include something about other digital content? What about purchased movies and music?

I don't want it to get too wording, but I can change the mention of Audible to other digital media.

[Update: Done]

Cinisajoy · 10-31-2015, 12:33 PM

Paul,
I would attach the previous emails you both sent and received.

Purple Lady · 10-31-2015, 12:44 PM

I wonder if the TOS are different for each country? Not that you need to change your letter, but I wonder if that's why the responses so far haven't been what was expected.

pdurrant · 10-31-2015, 01:06 PM

Quote:

Originally Posted by Purple Lady

I wonder if the TOS are different for each country? Not that you need to change your letter, but I wonder if that's why the responses so far haven't been what was expected.

The 2012 statement was about a UK based account.

pdurrant · 10-31-2015, 01:07 PM

Quote:

Originally Posted by Cinisajoy

Paul,
I would attach the previous emails you both sent and received.

I would send them if asked, but I'm sure they're easily accessible on Amazon's internal systems.

10-31-2015, 11:46 AM	#137
pdurrant The Grand Mouse 高貴的老鼠 Posts: 73,995 Karma: 315160596 Join Date: Jul 2007 Location: Norfolk, England Device: Kindle Oasis	OK, comments, please, on this draft email: Subject: Fate of Kindle ebooks on forced account closure Dear Mr Bezos, Back in 2012 there was the widely reported case of a Norwegian woman whose account was closed by Amazon, and who said she lost access to her previously purchased Kindle ebooks. See, for example, this report in The Guardian: http://www.theguardian.com/money/201...eletes-account I was very pleased at the time when Amazon quickly moved to make things right, and released a statement (added as an update to the above article) "We would like to clarify our policy on this topic. Account status should not affect any customer's ability to access their library. If any customer has trouble accessing their content, he or she should contact customer service for help.” A friend recently received a warning email about the number of returns they had made on their Amazon account, and was deeply worried about what would happen to their Kindle library (& their other digital content) if their Amazon account did get closed. As they weren’t reassured when I pointed out Amazon’s 2012 statement, I thought I would ask customer service to confirm that even if their account was closed by Amazon, they would still retain access to their Kindle library and other digital content. I was rather surprised to be told that "At this time, I'd like to confirm that if your account is closed for any reason, it is true that you will lose access to your purchased Digital content.” I asked for clarification, since the reply didn’t address the conflict between this statement and Amazon’s 2012 statement. After a couple more attempts to clarify that I was asking about forced account closure, and about the 2012 statement, I was told "Once your account is closed […] the following will no longer be available to you: […] * your Kindle library” and "We won't be able to provide further assistance for your request.” I am distressed to find this disparity between Amazon’s public statement when there was a fuss in the media, and the response from customer service. I would be most grateful to be told explicitly whether or not Amazon’s 2012 statement is still true. Yours sincerely, Paul Durrant (Amazon customer since 1999) Last edited by pdurrant; 10-31-2015 at 12:33 PM.

10-31-2015, 12:10 PM	#142
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	It should be customer service not customer services. Only typo I found and it could probably be argued that service or services is proper. I have just never seen it written as services. Last edited by Cinisajoy; 10-31-2015 at 12:12 PM.

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10-31-2015, 11:48 AM	#138
HarryT eBook Enthusiast Posts: 85,548 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Excellent email, Paul.

10-31-2015, 12:07 PM	#139
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	Fantastic email Paul.

10-31-2015, 12:08 PM	#140
pdurrant The Grand Mouse 高貴的老鼠 Posts: 73,995 Karma: 315160596 Join Date: Jul 2007 Location: Norfolk, England Device: Kindle Oasis	Come on - there must be at least a typo or two? Or something that you had to read twice?

10-31-2015, 12:30 PM	#145
Purple Lady Grand Sorcerer Posts: 5,698 Karma: 16542228 Join Date: Feb 2010 Location: Pennsylvania Device: Huawei MediaPad M5, LG V30, Boyue T80S, Nexus 7 LTE, K3 3G, Fire HD8	Can you include something about other digital content? What about purchased movies and music?

10-31-2015, 12:33 PM	#147
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	Paul, I would attach the previous emails you both sent and received.

10-31-2015, 12:44 PM	#148
Purple Lady Grand Sorcerer Posts: 5,698 Karma: 16542228 Join Date: Feb 2010 Location: Pennsylvania Device: Huawei MediaPad M5, LG V30, Boyue T80S, Nexus 7 LTE, K3 3G, Fire HD8	I wonder if the TOS are different for each country? Not that you need to change your letter, but I wonder if that's why the responses so far haven't been what was expected.

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