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:
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:
I hope this helps! Thanks again for your patience!
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:
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:
Please note: This e-mail was sent from a notification-only
address that can’t accept incoming e-mail. Please don’t reply to
Customer Service Department
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!