Kindle DXG updates - have contacted the BBC and Watchdog

[DiapDealer]

Whatever. I've been labeled in ignorance before, I'm sure it'll happen again.

[Sonist]

Originally Posted by DiapDealer

Fair enough. But how is that any different than the person who does like some things about a product and fails to mention those things in their review? Why is fanboy judged more harshly than vendettaboy when they're both useless and unnecessary extremes?

The main things I like about the Kindle DXG are the large size (I hated my 6" K2 which felt like a cheap paperback), and the ease of purchasing books.

But the screen is really not large enough for PDFs, and it is not even the size of most hardcover book pages. So I would like it to be a little larger.

The keyboard basically sucks, particularly with the inability to type numbers with one hand (the K2 was way better in this respect).

But the fact that Amazon has for all practical purposes dropped support for it is unacceptable.

It is not just the better PDF support. It is the support for other alphabets (like Cyrillic). It is the way better browser. It is the page numbers....

I've bought 4 Kindles (and given a few as presents), but if there are other large-screen options, this would be my last one.

[Jcas]

I sent Amazon an email regards updates for the DX and got this reply.

Hello,

I'm sorry for any misunderstanding in this regard. We support our Kindle DX but currently there are no software update.

However, I will take this as a feedback and will be sure to forward your comments to the Kindle team regarding the ‘Software update for Kindle DX’ for consideration.

Thank you for your understanding and making Kindle a success by owning and using it. We'll honor your commitment by continuing to provide the quality product availability and support you expect for your Kindle.

Customer feedback like yours helps us continue to improve the service we provide, and we're glad you took time to write to us.

One of our aims at Amazon.com is to provide a convenient and efficient service; in this case, we haven't met that standard. I'm truly sorry, and I hope you'll give us another chance in the future.

We look forward to see you again soon.

[gizmo1973]

Originally Posted by Solicitous

The K3 and DX are two different products. One doesn't complain to Lenovo (or another laptop manufacturer) when their laptop doesn't get a bios update but another model does. People who bought the DX...well it works just as well now as it did when they first got it.

The attitudes of a lot of people on this site are ridiculous. The DXG is advertised as the more expensive version of the K3. If you bother to check Amazon's website you will see that the K3 wifi, K3 3G, and DXG are all marketed together, and compared with each other in a Kindle Comparison table. The comparison table clearly markets the DXG as the premium device on the right of the table, while the K3 wifi is presented on the left of the table as the cheapest and less advanced model. Amazon has clearly hidden the differences in hardware between devices, and it does not state that the devices actually operate different firmware versions, or that the DXG is exempt from future updates and enhancements. The device is misrepresented on Amazon.com and consumers are fraudulently being led to believe that they are purchasing a product of higher quality than it actually is!

It is true that BBC's Watchdog will not have interest in this issue as the DXG is not sold in the UK. I live in Australia and have currently filed a complaint with America's Federal Trade Commision, and I suggest that all other Kindle DXG owners do the same!

[thetechnobear]

This is an interesting thread... as it highlights a change happening in (computing related) consumer electronics.

We have learnt as comsumers in the past computers are upgradeable, the beauty of software.. and come to expect it.

But for suppliers e.g. Amazon, supporting old products is expensive and potentially limiting for future products... and on the flip side hey, theyd love you to buy a new product!
So, we are seeing now a concept, of limited support, e.g, support only latest versions.
( I'm a software engineer, and can tell you supporting old versions of software/hardware is extremely costly... theoretically simple, in practice never is!)

If you want to see a more high profile case, look at Apple and their iPhone support...

The line from suppliers is simple, you are buying a consumer device, so if it does what it did when you bought it, then you have no cause for complaint!
(apples issue was they arguably reduced performance of older iPhones!)


What's interesting for Amazon and Kindles (any version) is they make more money out of content, so they need to keep customers happy to keep them on the 'platform'

So whilst I appreciate the OP view, I think it's part of our new world of consumer electronics... You will be expected to replace your device regularly.

[bZkindle]

Originally Posted by gizmo1973

The attitudes of a lot of people on this site are ridiculous. The DXG is advertised as the more expensive version of the K3. If you bother to check Amazon's website you will see that the K3 wifi, K3 3G, and DXG are all marketed together, and compared with each other in a Kindle Comparison table. The comparison table clearly markets the DXG as the premium device on the right of the table, while the K3 wifi is presented on the left of the table as the cheapest and less advanced model. Amazon has clearly hidden the differences in hardware between devices, and it does not state that the devices actually operate different firmware versions, or that the DXG is exempt from future updates and enhancements. The device is misrepresented on Amazon.com and consumers are fraudulently being led to believe that they are purchasing a product of higher quality than it actually is!

It is true that BBC's Watchdog will not have interest in this issue as the DXG is not sold in the UK. I live in Australia and have currently filed a complaint with America's Federal Trade Commision, and I suggest that all other Kindle DXG owners do the same!

[GoversAU]

Originally Posted by thetechnobear

.....What's interesting for Amazon and Kindles (any version) is they make more money out of content, so they need to keep customers happy to keep them on the 'platform'.....

And I think they're failing here. I have been using a Kindle since Jan 2010 and now have three in the house. We've also bought three more for presents.

However, the latest K3 pages update has left a very sour taste in our mouths especially as our last Kindle - a DXG - was bought just last December and is still the current model.

And judging by the angst on the various Kindle forums (admittedly not every Kindle owner visits forums, of course), a lot of Kindle owners are upset about being left behind.

I am personally happy with locations/percentage showing on the screen but because page numbers have been a contentious issue since the K1, I think Amazon is making a huge public relations error by not including all models (if possible) with the update.

I have been a great advocate of the Kindle which has led to quite a few sales but now with new ereaders coming on the market all the time I will consider other brands when I buy my next one.

Amazon is the only major company I know that is dumping customers who have products only months old. My 3yo Ford's computer still gets updates at each service, my 4yo Nokia got a firmware upgrade earlier this year and Apple has announced it will continue updates for the iPad 1.

As you said Amazon needs to keep their customers happy so they come back and buy more books - they need to provide reasonable after-sales software support Kindles if they expect customer loyalty to be sustained in what will become a more competitive market.

[Anagnostis]

Originally Posted by Jcas

I sent Amazon an email regards updates for the DX and got this reply.

Pls pm me the email you send to amazon for me to send it too ..

I think maybe some pressure would do some good .

[patrickt]

I knew about the PDF problems but I don't do PDF. I would have thought people who did need PDF would have checked even more thoroughly than I did. Perhaps Amazon needs a special website for the developmentally disabled.

[bZkindle]

Originally Posted by patrickt

I knew about the PDF problems but I don't do PDF. I would have thought people who did need PDF would have checked even more thoroughly than I did. Perhaps Amazon needs a special website for the developmentally disabled.

I'm sorry to hear that you're having problems.

[Latinandgreek]

Originally Posted by patrickt

I knew about the PDF problems but I don't do PDF. I would have thought people who did need PDF would have checked even more thoroughly than I did. Perhaps Amazon needs a special website for the developmentally disabled.

Wow. I'm sorry, but I really find that comment out of line.

[YorkshireBastard]

Very interesting discussion and I hope you owners will get treated adequately.

[MichelRenaud]

Originally Posted by Latinandgreek

Wow. I'm sorry, but I really find that comment out of line.

It's not that much more out of line than many comments from the "opposing side" elsewhere in the thread though.

[patrickt]

Max99 did thorough consumer research. He found the most expensive device and decided that it not only was the best, premier, but would continue to be as new models were developed. And, when he discovered he was wrong he decided to throw a temper tantrum. And, I made my comments.

If some found my comments unacceptable, we do have an "ignore this user" category.

[Wolf3]

Originally Posted by patrickt

Max99 did thorough consumer research. He found the most expensive device and decided that it not only was the best, premier, but would continue to be as new models were developed.

No. RIGHT NOW if you don't investigate this incredibly closely by visiting forums like this, etc., any rational person would conclude the DX is the best model, and would do basically anything the 3 does. Amazon's comparison table doesn't say anything about "runs newest 3.x software" or the like. They list a "good, better, best" type matrix, with the DX as "best".