Incompetent Amazon.com support continues to struggle with my simple request

Wow, this is interesting, how many ways there are to not help someone when you have a giant corporation dedicated to the worst customer support on the planet.  This has been going on so long I’m running out of clever ways to title my posts.

Click here for a video of my original issue.  Here is my latest exchange!

Amazon
Your Account Amazon.com
Message From Customer Service
Hello,

Thank you for contacting Amazon.

I’m sorry that you’ve had trouble in login with your Kindle app. I understand how disappointing it is.

I’ve checked the detail from my end and found that our technical team is still working on this issue so that you no need to explain the issue again an again.

I’ve check the master ticket status for this issue and our technical team request you to please send the screen shot of the registration screen (basically the screen which has the issue).

In this case, I’d request you to please cooperate with us and try to register the device and send the screen-shot of the registration screen (basically the screen which has the issue) so that we can forward it to the technical team to resolve this issue as earliest as possible. You

It usually takes 1-2 business days for this sort of research, but in this case it’s taking a little longer. I’m very sorry about this delay.

You can provide the screen shot with the help of below link.

Please visit the following link to provide the information we requested:

http://www.amazon.com/rsvp-mi?c=hcraxerf3683150022&q=o2r

Of course, I’ve already provided a complete movie of my problem.  I clicked on the link and was amused and not at all surprised to find out it does not have a way for me to provide a screen shot with my message!

So I clicked “Send e-mail.”  I got the following response from Amazon.  You can’t make this stuff up, folks:

Hello from Amazon,

You’ve written to an address that does not accept incoming e-mails, but we have provided links to help answer some common questions.

Where’s My Stuff/Order: http://www.amazon.com/help/wheres-my-stuff
Cancel Items or Orders: https://www.amazon.com/gp/help/customer/display.html/?ie=UTF8&nodeId=201976060
Problem with an Order: https://www.amazon.com/gp/help/customer/display.html/?nodeId=201945500
Marketplace Order Problems: https://www.amazon.com/gp/help/customer/display.html/?ie=UTF8&nodeId=201889250
Gift Certificates: https://www.amazon.com/gp/help/customer/display.html/?ie=UTF8&nodeId=201937160
Returns & Refunds: http://www.amazon.com/returns

Your move, Amazon.com!  I can’t wait to hear back from Earth’s most Customer-Centric Company with a solution to my now months-old issue.

Another extremely silly Amazon.com support email

I think that by the time Amazon gets around to even understanding what my issue is, self-driving cars will be commonplace and I will have a neural implant and will have seen my first Terran Eclipse from the surface of the moon.

The background to this post can be found here:  The buffoonery continues.

Here is the latest message from Amazon support.  It demonstrates again the following aspects of their customer support:

  1.  Nobody at amazon talks to each other directly.  Everything goes through a stifling and byzantine, opaque system involving lots of techno-bureaucracy and spanning multiple continents.
  2. No customer is tracked as a person.  An issue ticket is created, and if it’s not solved in one email, it is hopeless.
  3. Technical support has very shallow technical understanding, and developers are completely insulated from actually talking to customers about problems in their software.

I’m imagining the Amazon support and development team meetings look like this:

Here is the latest email I got yesterday from them.

Hello Rich,

I wanted to let you know that I’ve received a response from our technical team regarding the screenshot you sent in, and they need some additional information from you:

First, we’ll need your complete system information. Below are the instructions for how to obtain that information:

Windows 7
To start the diagnostic, click on Start \ Run and type in “dxdiag” and click OK. If this is the first time your running this diagnostic windows will ask you for permission to check for WHQL Digital Signatures. Click Yes to this. You will then get the DirectX Diagnostic Tool.

Windows 8
To open the Diagnostic tool, press the Windows button to open the main menu and type run. In the Run prompt, enter dxdiag, hit Enter and the tool will open.

Windows 10
Bring up the Start menu and start typing dxdiag (or dxdiag.exe) in the search box. After the dxdiag (or dxdiag.exe) icon appears under the ”Best match”, click it to run the DirectX Diagnostic Tool.
Click on the “Save All Information” button to save the system information as text file and send it to Amazon.

We’ll also need the log files for your Kindle for PC application. You can pull those and submit them by following the instructions below:

1. Close the Kindle for PC application.
2. Open File Explorer or My Documents. On the left-hand side, click: C: > Users > your username > AppData > Local > Amazon > Kindle > Cache > Logs
3. Click Logs.
4. The log files are labeled “1” and “2.”

Once you’ve located the log files, drag and drop each of the log files to your desktop. Reply directly to this e-mail with the log files attached.

The total size of the attachment(s) must be less than 6 MB. You will need to send a separate e-mail for each log file if the total size exceeds 6 MB.

We’ll also need the crash reports initiated by your Kindle for PC application. You can provide those by following the steps below as well:

1. Open Event Viewer by opening Control Panel. Then click on Administrative Tools. Then Event Viewer.
2. Navigate to Windows Logs, then click on Application. Double click on the Application icon.
3. Chose Event Level as “Error” in the Filter and navigate to the one created for Kindle.exe, take a snapshot of it or copy & paste in a text file and save.
4. Include this saved file in your response email as well.

Thanks again for your patience!

I’m relieved to find no false apologies in there.  That’s cool.  My response is short and hopefully sweet.  It’s hard not to be sarcastic at this point, but I wish to be careful to maintain some level of respect commensurate to the effort of the people working there.

Please tell your technical team that I’m on a Mac.  I can’t help thinking that if they had actually watched my “screenshot” (I believe I sent a movie) they would have noticed that.
In fact, I’ve already informed various people at Amazon about this multiple times.
Anyhow, now what?
Thanks
Soon I get another incredibly dense email from amazon.  In this they show that they are unaware completely that I have even heard of the very software that I am writing for help with.  It’s just mind-boggling.  Who are these people?  Note that the first sentence begins with a lie:  “I’ve reviewed our previous correspondence with you….”
Amazon
Your Account Amazon.com
Message From Customer Service
Hello,

Thank you for contacting us.

I’ve reviewed our previous correspondence with you, and I’m very sorry about the incomplete information you received.

I’ve checked the details and found that Kindle for Mac is not registered under your account. I can also see that you have deregistered Kindle for Mac
on Jun 29, 2017.

Please be informed, Kindle for Mac is a free application that lets you read Kindle books on your computer. Amazon’s Whispersync functionality automatically synchronizes your last page read so you can easily switch between Kindle devices and applications and pick up from where you left off.

Kindle for Mac is compatible with Mac OS X 10.9.5 or higher, but isn’t compatible with Power PCs.

To download Kindle for Mac, go to:

https://www.amazon.com/gp/digital/fiona/kcp-landing-page

If you’d like, you can also access most Kindle books on a PC or Mac using Kindle Cloud Reader. Kindle Cloud Reader is free, and allows you to access your Kindle content from a web browser. For more details about using Kindle Cloud Reader, see:

www.amazon.com/help/kindlecloudreader

All books available for download in your Kindle for Mac appear in your Library in the tab “All.” This tab is located on the left menu. The content that has already been downloaded has a check on the cover.

If you’re connected to the Internet, you can double-click on any item to download it to your Kindle reading app. Your book will open automatically after it’s downloaded.

If you were reading the book on another device, you can choose “Sync to furthest page read” from the Go To or Tools menu to start reading again where you left off.

More information about Kindle for Mac can be found in our Help pages here:

/www.amazon.com/help/kindleformac

Best regards,
Brij
Amazon.com
Thank you for your inquiry. Did I solve your problem?
Yes No
Your feedback is helping us build Earth’s Most Customer-Centric Company.
Ah, Amazon thinks that it is Earth’s most Customer-Centric Company.  ROTFL.  I guess that lack of self-awareness goes along with their complete lack of interest in improvement.  And I’m supposed to buy groceries from these people?  My response to them is again simple:

Wow.  Just wow.  Good lord.  The reason Kindle for Mac is not registered with you is that I CANNOT LOG INTO AMAZON WITH IT.  That’s the reason for these emails to you.  That is my question.  I have said this dozens of times.

And Earth’s most customer-centric company sends me this reply:

Hello,

This is an automatic e-mail to confirm we’ve received your e-mail
and a Customer Service associate will be in touch within the next
6 hours. In the meantime, please visit our Help Pages:
https://www.amazon.com/help

Please note: This e-mail was sent from a notification-only
address that can’t accept incoming e-mail. Please don’t reply to
this message.

Regards,
Customer Service Department
Amazon.com

The amazon buffoonery continues! Kindle continues to not work, customer support still flailing.

I recently wrote about amazon’s terrible Kindle support in a post called “Amazon Kindle is a hopeless mess, as is user support” and put a followup called “Follow up: in the end, amazon.com failed to deliver the goods.”  So in the interest of documenting the endless parade of really crappy interactions with Amazon’s support team, I’m back.  Unsurprisingly, amazon again failed to make any progress, while pretending to make progress and keeping the drones busy.

In the latest exchange, today I got an email and a voicemail from Amazon.  The email went like this:

Hello Rich,

I wanted to let you know that I’ve received a response from our technical team, and they indicated your issue with logging in to the Kindle application on your Mac has been resolved.

If you’re still having trouble, please provide as much information as possible, including any new error messages. We can be reached using the following link:

http://www.amazon.com/clicktocall-kindlesupport

I hope this helps! Thanks again for your patience!

Best regards,
Marlyna R.
Amazon.com

I went to my computer with zero confidence.  I tried the Kindle app again and nothing has changed.  The behavior is identical.  The reason I knew this would be the case is that as far as I can tell there is nobody at Amazon that has even bothered to really understand my problem.

So I sent this reply:

Nope, it’s not fixed.
It behaves in exactly the same way.

And of course, got the usual reply:

Hello,

This is an automatic e-mail to confirm we’ve received your e-mail
and a Customer Service associate will be in touch within the next
6 hours. In the meantime, please visit our Help Pages:
https://www.amazon.com/help

Please note: This e-mail was sent from a notification-only
address that can’t accept incoming e-mail. Please don’t reply to
this message.

Regards,
Customer Service Department
Amazon.com

I 100% guarantee that will go nowhere.  I’ll get a message saying I need to call them.  Or a request to supply more information.

What about the voicemail?  The voicemail said this:  “Hi there this message is for rich. This is Marlena calling from Amazon Kindle customer service Department. We were recently made aware that you had not been notified that our kindle for PC applications salt login issues were resolved. We wanted to go ahead and let you know and follow up with you to see if you are particular issues. Have been resolved if you still need assistance. Please give us a call back at 1 866 321 8851 again that number is 1 866 321 8851. I’ll also be emailing you as well just to confirm. Hope you have a nice day.”

So, I called the number she provided.  I was put on hold for less than a minute, thankfully. A nice lady with a Philippines accent answered.   I could tell this was front-line customer support, the usual clueless people I’ve been talking to over and over about this issue.  Sigh.  OK, so I told her I was returning a call by Marlene about an ongoing issue I was having with my Kindle.
I then asked “Do I have to explain my situation over again and start at the beginning?”
She answered “Yes.”
So I said, “OK, that’s not going to happen, good bye.” and hung up.  I am not falling for that runaround any more.

This is really fascinating, how bad Amazon.com is at helping its customers resolve their problems.  It’s just a huge corporation with little concern for me.  So what I do is convert their books to a decrypted format and then use iBooks, which actually works, to read it.

I’ll keep engaging with amazon’s terrible tech support as long as they want to pretend to care, just to see if they ca actually produce a result, but there is absolutely nobody there that even understands my problem yet as far as I can tell, so there is little hope they can solve it.

The saga continues, stumbling, bumbling, fumbling along in a pathetic corporate display of inefficient helplessness!

Racism is real, and is a distraction

I recently encountered a post on Medium bemoaning America, seemingly seeing us as hopelessly divided along racial, cultural or tribal lines.  People like this often place a lot of emphasis on skin color in analyzing America.  President Trump has created an hysteria, or at least a real worry, among some of my fellow liberals about the rise of racism in America.  Here is my response to that line of thinking.

“Black Christ,” Guatamala ca. 1750, oil on canvas rkimball@abqjournal.com Tue Dec 24 08:44:32 -0700 2013 1387899867 FILENAME: 164448.jpg

Dear Hopeless in America:  I’m sorry you are feeling bad, but I think you’re part of the problem. You are declaring war on everyone that looks different than you, or who doesn’t fit your cultural type or however you define yourself. The people holding the whip are not a racial group, they are not the majority, they are an economic group and are a tiny minority but dangerously powerful.

Yes, there are people like you that judge everything by race, and that’s a shame and works to the detriment of racial minorities for obvious reasons. As long as race is the focus, there is nothing you can do to help yourself if you happen to have the wrong skin color. There are plenty of disenfranchised whites, that’s what got Trump elected you might say. But I am guessing probably you see them as jerks and have no compassion for them. That’s why you just might be a racist. Skin color is just sooo important to you.

I’m sure it sucks to be called racial epithets, and knuckle dragging white racists are horrible, but my lack of concern for the exact right phrasing and sensitivity levels to make you happy is not the problem. The real problem is class class class. It’s Jeff Bezos and Chuck Schumer and Hillary Clinton and seemingly every Republican ever elected. It’s the concentration of political, economic, military and police power in a smaller and smaller set of hands, regardless of their ethnicity or culture. That would be bad even if they were not mostly white people, believe it or not.

I believe that if we change our lens to focus on the real issue which is that insiders and corporations run our government, and that education, infrastructure and health care have taken a distant back seat to endless wars and stock market profits and real estate bubbles, we can make real progress.

Amazing Thailand! Picking up a package

So in March I ordered some FYF socks for $80.  Hoping for some volleyball magic, who knows.  They look cool.

They finally arrived at my condo in Bangkok.  The process for receiving them was so amazingly inefficient.  Amazing Thailand!

  1. I got a slip in my mailbox at my condo saying there is a package at the Pra Kanong post office for me
  2. Take the BTS to Pra Kanong and find the post office
  3. come and take a number and sit and wait
  4. A guy at desk takes my number and tells me to follow him
  5. We go to another office outside and he leaves me there
  6. A man in that office looks up my information in a binder. Nope not that one, gets out another one, ah there it is.
  7. He tells me to go back into the main area and take another number and wait.
  8. I do so and am called to the same window as before.
  9. The man there enters my information into a computer.
  10. I pay him 1000 baht tariff on my 2500 baht package.  Yes that’s 40%
  11. He gives me a slip of paper and tells me to take it back outside to the outside area office
  12. I give the slip of paper to the guys in the second room.
  13. They make me sign something and give me my package

Next time you chafe at the US Postal service, remember Thailand is out there…  🙂