Amazon Kindle app on OS X is a hopeless mess, as is user support

I recently started having a mysterious problem with my Kindle app on Mac OS X.  It will not log me in.

The first thing that happens is this.  I have nothing in my library.  This is because my Kindle.app is disconnected from Amazon.   

Very reasonable to expect that I next need to log in: 

I type in my username and password and get another prompt to log in, but this time with a CAPTCHA added.  Why am I being asked to log in again?  If a captcha is necessary, why not ask me in the first dialog?  I’m already annoyed.  Stupid but hey, not unbearable yet.  

After passing the captcha test, the weirdness begins.  Kindle decides I need to be sent a 6 digit code by email and then enter it.  Seems reasonable, well, except that it’s totally annoying.  However, what happens is I am transferred to my browser, Chrome, to enter the code.  Kindle.app goes into the background and Chrome comes up in front with the following “Verifying it’s you” demand.  

I’m sent an email with the code: 

OK, so I go back and enter it into Chrome and I get this dialog saying my session has timed out.  I know what’s happening.  Technically speaking, Kindle.app holds the session ID and Chrome does not.  So amazon assumes my session has timed out.  Again, why is Chrome involved at all?  

OK so anyhow I enter my sign in information and I’m admitted to amazon.com where I can go shopping… except of course that’s not what I want to do.  

I want to use my Kindle.app!  So I bring it to the front.  It is waiting patiently for sign in: 

If I do sign in however, the loop repeats.  I’m asked for a captcha, then sent to Chrome for a 6 digit code, then timed out, then logged in, then asked for a login on Kindle….  

Click here to watch a video of the whole thing.  

So I call amazon support.  I have spoken to them numerous times and they just don’t understand their own software.  On June 30, I chatted with them for 40 excruciating minutes.  For some reason amazon teaches their technicians to constantly apologize and that is sooo annoying.  

Initial Question: I cannot register my kindle reader on my mac
06:58 PM PDT Ryley Rose(Amazon): Hello Wealthychef, my name is Ryley Rose. Thank you for being a Prime member! We really appreciate it.

I’m sorry to hear you aren’t able to register your Kindle Application for Mac. I’d be happy to check and do my best to help you.
06:59 PM PDT wealthychef: OK.
07:00 PM PDT Ryley Rose: May I ask, have you already tried to use the Amazon verification code sent to your email?
07:00 PM PDT wealthychef: yes
yes
07:01 PM PDT wealthychef: What happens is I get a dialog asking to sign in with username and password.
After completing that, I get another dialog asking for username, password, and a captcha. That’s already annoying. Why not just use the captcha right away?
Anyhow, after completing that, it opens my browser and asks for a 6 digit code sent to my email. I enter that and my browser takes me to my amazon.com account but the kindle app does not allow me to synchronize and continues to think I’m not registered.

07:01 PM PDT Ryley Rose: I’m sorry to hear that the Amazon verification code didn’t worked.
07:01 PM PDT wealthychef: The problem seems to be that that 6 digit code is being asked for in my browser, not the kindle app
I’m sorry you’re sorry
07:02 PM PDT Ryley Rose: I see. I appreciate the information, Wealthychef. Thank you.
Have you already tried to uninstall and reinstall the Kindle for Mac application, still same issue persist?
07:02 PM PDT wealthychef: yes
07:03 PM PDT Ryley Rose: I’m sorry for that.
Checking on it now.
07:06 PM PDT wealthychef: ok
07:06 PM PDT Ryley Rose: Thank you for waiting on me.
Upon checking here, I need to transfer you to the higher level which is our Kindle Tech Specialist trained to give an appropriate action. No worries, you don’t have to repeat your concern. Please stay on the line while I transfer you.​
07:07 PM PDT Richa(Amazon): Hello, my name is Richa. Please give me a moment to review the previous correspondence.
07:07 PM PDT wealthychef: roger that
07:12 PM PDT Richa: Thank you for waiting.
07:13 PM PDT Richa: Lets go ahead and first disable two step verification.
https://www.amazon.com/gp/help/customer/display.html?nodeId=201962430
07:13 PM PDT wealthychef: good idea!
07:13 PM PDT Richa: Please click on this link to disable the verification.
07:14 PM PDT wealthychef: I don’t see a way to disable it. It took me to Advanced Security Settings but there is no “disable”
07:15 PM PDT wealthychef: Just a button that says “Get Started”
07:15 PM PDT Richa: Alright.
07:16 PM PDT Richa: Please go ahead and first uninstall the kindle app from your mac.
07:16 PM PDT wealthychef: I’ve already done that… but I guess I can do again
Hmm, actually I just installed again, not uninstalled.
Let’s see what happens. I will just delete the app. Is that what you mean?
07:17 PM PDT wealthychef: Or is there a special uninstaller?
07:17 PM PDT Richa: To download Kindle for Mac, go to:https://www.amazon.com/gp/digital/fiona/kcp-landing-pageHave you trashed the app ?
07:17 PM PDT wealthychef: Yes
07:18 PM PDT Richa: Please use above link to install app.
07:19 PM PDT wealthychef: ok it’s installed
07:20 PM PDT wealthychef: should I try to use it?
07:20 PM PDT Richa: Yes.
07:21 PM PDT wealthychef: Same thing. It says “For your security, we need to verify your identity. We’ve sent a code to the email wealthychef@gmail.com. Please enter it below.”
Then when I enter it it says “There was a problem
Your session has timed out. For security reasons, please sign in again.”

Presumably because it’s asking on Chrome and the app is not involved.
07:22 PM PDT Richa: You received code at 7:20. Did you used it?
07:22 PM PDT wealthychef: Yes I used the code
07:23 PM PDT Richa: Have you enable firewall to restrict downloads ?
07:23 PM PDT wealthychef: No
07:24 PM PDT wealthychef: There is no firewall that I know of.
07:24 PM PDT Richa: Alright.
Is Mac running OS X 10.9.5 or higher?
07:24 PM PDT wealthychef: Yes
10.12.6
07:25 PM PDT wealthychef: It worked a few days ago in America, although it is constantly asking me for my password, which is incredibly annoying. It gets unregistered all the time
I’ve used it in Thailand and Korea successfully.
07:26 PM PDT wealthychef: I have tried going through a VPN just in case Amazon hates Japan
As I have said multiple times, the kindle app does not ask me for the code. It opens
Chrome for that.
I think that’s the problem.
07:27 PM PDT wealthychef: I enter my 6 digit code into Chrome, not the Kindle app. So the kindle app does not get the code.
Don’t know how to say it any clearer
07:27 PM PDT Richa: Please check if web debugging proxies are enable for safari.
07:27 PM PDT wealthychef: I’m not using Safari
07:27 PM PDT Richa: Alright.
Please check for chrome them.
*the
*then
07:28 PM PDT wealthychef: I don’t know what that is.
07:29 PM PDT wealthychef: What is a web debugging proxy? There is no Chrome setting for that that I can see.
Why is Chrome involved at all?
07:30 PM PDT Richa: May I know if date and time is correct according to the location?
07:30 PM PDT wealthychef: As far as I know it is.
07:32 PM PDT Richa: The following instructions will show you how to disable the proxy settings for Wi-Fi on your Mac computer.
Click the Apple icon then select the System Preferences… option.
Select Network.
From the left pane, select the network service you wish to disable the proxy settings on, then click the Advanced… button.

07:33 PM PDT wealthychef: There are no proxies enabled for my wifi connection
07:34 PM PDT Richa: Please check for chrome as well.
1. Open Chrome and click the wrench icon in the screen’s upper left corner.2. Click “Settings” to open your Settings page.

3. Click “Show advanced settings” and click “Change proxy

07:34 PM PDT wealthychef: My iPhone is using the same wifi router and the iphone kindle reader works fine
07:34 PM PDT Richa: settings” to open the Windows Internet Properties dialog box.4. Click “Settings” to open your connection’s settings.

5. Click the check box labeled “Use a proxy server for this connection” to clear it.

6. Click “OK” in both open dialog boxes to close them.

07:35 PM PDT wealthychef: I do not use Windows.
There is no proxy enabled.
I found the proxy setting in Chrome and it just uses what the system uses, which is nothing.
07:37 PM PDT wealthychef: I tried using Safari as my default browser and get the same problem.
Why is kindle asking for this code? It never did this before.
07:38 PM PDT Richa: As we have tried troubleshooting to resolve it, in this case, I will go ahead and forward it to our technical team to check for the problem, you will receive email for resolution from our team with in 24 hours
Here is a ticket ID: 0117323517
07:38 PM PDT wealthychef: OK

Crickets.  OK, so July 3, I check back.  More apologies for my inconvenience and the trouble I’m having.  Apparently they are waiting for me to provide more information, only I never was asked for any information.  

 

I’m really sorry to hear that you’ve received any information from us. I can certainly help you with this.

I’ll surely forward your message to the appropriate team. We have a dedicated team working relentlessly to implement the feedback we receive.

I’ve immediately checked the ticket and see that our technical team requested some information to resolve your issue so please contact us via phone or chat so that we can gather the required information and help you to resolve this issue immediately.

Please be informed that troubleshooting steps can only be handled via phone or chat since we’re unable to gather information via email.

I’m really sorry if this additional step might cause you any inconvenience. I hope you’ll understand that this will help us in assisting you more precisely.

While contacting us via phone or chat, we can check and help you to provide the updated ticket information and assist you with real-time assistance.

For your convenience, we are available 24 hours a day, 7 days a week. Simply drop your number in the link given below, and we will call you right back.

To contact us via phone:
http://www.amazon.com/clicktocall

Contacting us through the website allows you to verify security before a call is placed and ensures we have your account information ready when we call you.

You can also contact us via our Live Chat facility by clicking the Contact Us tab in the right-hand column of our Kindle Support page.

To contact us via chat:
http://www.amazon.com/clicktochat

Once you visited that Contact Us page, click on the “Chat” option.

For Phone: When you visit our website and select Contact Us, click on the “Phone” tab, enter your number, and we’ll call you right back. Contacting us through the website allows you to verify security before a call is placed and ensures we have your account information ready when we call you.

Thanks for your patience and understanding. We hope you can contact us soon so we can help solve this problem quickly.

We’d appreciate your feedback. Please use the buttons below to vote about your experience today.

Out of politeness, I do not vote about my experience.  Each time I send them an email, they send me two back, one to say thanks for emailing, and another to tell me it would be better if I call them.  So I chat with them and finally make them understand that i have not received any correspondence asking for additional information.  That chat takes 30 minutes of my time.

Initial Question: I was told to contact you to chat regarding my problems with my kindle reader software on my mac. Hopefully you have my history
03:22 AM PDT Aswathy(Amazon): Hello, my name is Aswathy. I’m here to help you today.
No worries, please let me check this for you.
03:23 AM PDT Aswathy: Thanks for waiting.
Just to confirm, are you referring to “wealthychef’s Kindle”?
03:24 AM PDT wealthychef: I’m referring to the kindle app on my Mac. I don’t know what nickname it is but it probably has the work “Mac” in it
03:24 AM PDT Aswathy: I’m sorry for the misunderstanding caused.
03:25 AM PDT Aswathy: I see no Kindle for Mac app is registered in your account.
03:26 AM PDT Aswathy: I see you’ve already deregistered Kindle for Mac from your account.
Are you now chatting from your Mac?
03:26 AM PDT wealthychef: I was trying to get it to work. Nothing helps
Yes I’m on my mac now.
03:26 AM PDT Aswathy: Okay.
03:27 AM PDT Aswathy: No worries, I’ll surely help you in this.
03:27 AM PDT wealthychef: I was told your technical team needed more information from me in order to help.
I’ve already gone around with one person on a lengthy chat. Let’s not do that again.
03:27 AM PDT Aswathy: Do you have the Kindle app on your Mac?
03:27 AM PDT wealthychef: I was told by email “‘ve immediately checked the ticket and see that our technical team requested some information to resolve your issue so please contact us via phone or chat so that we can gather the required information and help you to resolve this issue immediately.”

03:28 AM PDT wealthychef: Yes I have the kindle app on my mac.
03:28 AM PDT Aswathy: Please uninstall the Kindle app and let me know.
03:28 AM PDT wealthychef: I have already done all that. Do you have the history for my case? I don’t want to start over.
03:29 AM PDT wealthychef: I’ve been waiting for a followup and it has not come.
Do you understand? I’ve already spoken at length to someone about this.
03:29 AM PDT Aswathy: Yes, I do understand.
03:30 AM PDT wealthychef: Do you know who requested some information to resolve my issue?
03:30 AM PDT Aswathy: I see a ticket has been created to resolve your issue.
03:30 AM PDT wealthychef: What information do they need?
03:30 AM PDT Aswathy: Please allow me a moment.
03:31 AM PDT Aswathy: Thanks for waiting.
Let me connect you to a member of our Kindle specialist team. It will only take a moment.

03:32 AM PDT Jahnavi(Amazon): Hello, my name is Jahnavi. Please give me a moment to review the previous correspondence.
03:33 AM PDT wealthychef: ok
03:36 AM PDT Jahnavi: Thanks for staying connected
I checked and found that your concern was escalated to the technical team of engineers and they had requested you for
manual logs
May I know if you had sent them please?
03:36 AM PDT wealthychef: I have not received any communications
03:37 AM PDT wealthychef: What form was this request? By email?
03:37 AM PDT Jahnavi: I’m sorry to hear that. The team was waiting for the logs so that they could help with a fix , I can help you with the steps
03:38 AM PDT wealthychef: How was this request made? By email?
03:38 AM PDT Jahnavi: It was made on the escalation request that the previous agent created
03:38 AM PDT wealthychef: I don’t understand what that means.
03:38 AM PDT Jahnavi: However, I see that you were not informed about it
03:39 AM PDT wealthychef: I just received an email requesting logs
03:39 AM PDT Jahnavi: I understand that you have not received any information regarding the logs
I’ve sent the logs to you as directed by the technical team of engineers
Please follow the steps to pull the logs
03:40 AM PDT wealthychef: I will send the logs and noted the advice to use cloud reader; i hadn’t htought of that
03:40 AM PDT Jahnavi: and then please attach the log files on your Kindle for PC
03:40 AM PDT wealthychef: I will do so.
03:40 AM PDT Jahnavi: Sure
03:40 AM PDT wealthychef: OK anything more?
03:41 AM PDT Jahnavi: You can meanwhile access the cloud reader to access the books
https://read.amazon.com

03:41 AM PDT wealthychef: I will try that.
03:41 AM PDT Jahnavi: I would just need the logs from you, Once I get it, I will update the ticket
03:42 AM PDT Jahnavi: I would need to upload them to the concerned team so that they can analyze and find out the root cause of the issue and help with a fix
Sure please do
03:43 AM PDT wealthychef: I just sent you the logs
03:43 AM PDT Jahnavi: Thankyou
03:43 AM PDT wealthychef: Please confirm that you have them
03:43 AM PDT Jahnavi: Sure I’m checking
03:44 AM PDT Jahnavi: may I know if you had sent it from your registered email address?
I have not yet received the logs , I’ll give it a minute
03:44 AM PDT wealthychef: Yes. From wealthychef@gmail.com
03:45 AM PDT wealthychef: They are small
03:45 AM PDT Jahnavi: I’ve just received the files, thankyou
03:45 AM PDT wealthychef: OK good
03:46 AM PDT Jahnavi: I’ll right away upload them to the ticket and assign myself to this and once I get an update from the concerned team , I’ll write back to you via email
03:46 AM PDT wealthychef: So when will I be receiving further communication from you?
It would be nice if this could be resolved in a timely fashion
03:47 AM PDT Jahnavi: I’ve requested them to resolve it asap as I already explained the cause of delay, please be assured, this issue would be resolved on very high priority
03:47 AM PDT wealthychef: So tomorrow? This week?
03:47 AM PDT Jahnavi: Give me 24 hours, I’ll keep you in loop
03:48 AM PDT wealthychef: OK. Thank you
03:48 AM PDT Jahnavi: It should be resolved within 1-2 business days or perhaps much earlier but I’ll keep you in loop once I get any sort of update from them
You are most welcome. It was my pleasure to assist you. Would there be anything else I can do for you today?
03:49 AM PDT wealthychef: That would be nice. Yes, I have a question about the cloud reader. How do I adjust the font size?
03:49 AM PDT Jahnavi: please give me a moment while I help you with this
03:49 AM PDT wealthychef: Never mind I found it
03:50 AM PDT Jahnavi: I’m glad to hear that, I was just opening it to walk you through the steps
03:50 AM PDT wealthychef: OK, I think we’re good for now. Thank you
03:51 AM PDT Jahnavi: Thank you so much for choosing Amazon!
Have a great day ahead! 🙂

03:51 AM PDT wealthychef: You too, thank you. It’s night here, so I’m going to have dinner and enjoy Kyoto
Good night
03:51 AM PDT Jahnavi: Good night 🙂

 It results in the following email, which apologizes for my trouble.  I feel so warm inside knowing they are concerned about my trouble.    

Message From Customer Service
Hello,

I’m sorry for the trouble you’ve experienced while registering the Kindle for MAC app. We’ll have to research the registration issue further before finding the solution. In order to troubleshoot your issue, please send us the log files on your Kindle for Mac application. You can send us the log files by doing the following

1. Close the Kindle for Mac application.
2. From the menu bar at the top of the screen, click Go and then Computer.
3. Open the Macintosh hard drive.
4. Select Users and open the current user’s name (the icon is a house).
5. Follow the folder path: Library > Application Support > Kindle > Cache > Logs

If the Library folder does not appear in step 5, follow these steps:

blah blah

OK, now I know how to send the logs.  I do so.  

Message From Customer Service
Hello,

Thanks for providing us the log files of your device.

As per your instructions we have forwarded these files to my fellow representative so that he can do the required troubleshooting with the help of these log flies and will write back to you when this issue is resolved. In this case I request you to wait for 1 – 2 days as within this period this issue will be resolved.

I understand that waiting for additional days can be frustrating but I hope you will give my fellow representative the time to fix this issue. Your patience is really appreciated in this case.

If you have any other query then feel free to write back to us by clicking on the link below:

Five days later, on July 8, I receive the following idiotic reply:  

Message From Customer Service
Hello,

I wanted to let you know that I’ve received a response from our technical team, and they have requested you to please  check if you are able to load other amazon websites like amazon.com , read.amazon.com or kindle.amazon.com on same device. Check for the network proxy settings on device.

Obviously they don’t understand my problem.  So I send them a MOVIE to show them what’s up.  

You can see I’m getting a bit testy after a week of the runaround.  Trying to be patient and polite, as there is no point in being a jerk.  I call and speak to a specialist, who starts asking me the basics of my problem.  I talk to a manager.  The call goes on at least 40 minutes, with a good chunk of it being me just flabbergasted that they don’t understand my question yet.  Finally she understands what I’m talking about.  I get this followup from her: 

Message From Customer Service
Hello Rich,

I need to look into the problem with kindle app for mac, i also file a ticket, and it’ll take a bit more time than usual.

I just wanted to let you know I’ll write back in 1-2 business days with more information.

On July 10, two days later, I get this message: 

Message From Customer Service
Hello,

I’m Jahnavi from Kindle Specialist team

I’m personally following up with your issue which has been escalated to our technical team of engineers.

They’re working on taking care of it. However, In order to investigate with our concerned team regarding this issue, I humbly request you to please extend your patience for this issue to be resolved. usually when we escalate the issue, the issue is worked on and fixed within 1-2 working days or perhaps much before. If possible, please do send us the screenshots of the error message to us.

Remember that I have already sent them a movie showing the problem in detail.  Sigh.  I send it again.  I ask did you get it?  

Message From Customer Service
Hello,

I’ve previewed your previous correspondence and found there is a follow up created for the issue. I’m sorry for the inconvenience which you’ve experienced.

We have received your attachment and I’ll update it in your followup case so that they will resolve the issue at the earliest.

So that’s where I’m at right now.  Any bets on whether they ever fix this?  As a programmer myself, if I had the source code I think I could fix this pretty quickly.  The holdup here is amazon’s ridiculous support system.  It’s just horrible…

Note:  This morning, I sent them an email with a link to this post.  

I got this reply:

Hello,

Thank you for writing to us. It would be easier to help you over the phone or via chat.

You can reach Kindle Customer Support via phone or chat by clicking one of the links below:

To contact us via phone:
http://www.amazon.com/clicktocall

To contact us via chat:
http://www.amazon.com/clicktochat

Um, hell no I ain’t falling for that again!  LOL

 

9 thoughts on “Amazon Kindle app on OS X is a hopeless mess, as is user support”

  1. Hi,

    I know I am late but may help someone else like me. I was too facing the same kind of issue when using Kindle for Mac.

    I followed steps –

    a. Clear browser cache and cookies. Don’t forget to clear cookies else won’t work. Close browser. Open the browser and again clear cache and cookies. Close browser again.
    b. Ensure you are not using any kind of VPN or proxies. Amazon does check this.
    c. Open Kindle for Mac and Log in using your user id and password. It will redirect you to page asking for the verification code. Enter code.
    d. It will show Security verification message asking again for a code. Get the new code from Email and enter once more.
    e. Now, attempt login in Kindle for Mac again. Voila! It will work out fine.

    It worked this way on my end.

  2. Cool! Thanks for the tip. I did try that early on, but it didn’t work. Lucky for me, Amazon has fixed this in the latest release so that the request for the security code happens in the Kindle application, so it works correctly now for me.

  3. It doesn’t happen in-app for me. It still sends me to Safari to enter the verification code, and I get caught in the same infinite loop. I just downloaded the Kindle app today, so I assume I’m using the latest version. :/

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