Amazon finally fixes their Kindle app; support remains oblivious

I’ve been emailing and phoning and chatting with Amazon’s enthusiastic but helpless staff and dealing with their amazingly bad tech support system for a while now.

Today, I’m happy to report the horror show has ended.  Amazon released an update that fixed my problem.  I can now log in and get the books I paid for and read them.  Yay.  Of course, I’ve already switched to iBooks and decrypted ePubs.  It’s only a matter of time before Amazon abandons the mac platform altogether I suspect.  At any rate, being tied to one platform is a bad idea.  Open source is the way.

Just wanted to close the loop on it.  It’s over, for now.  God help anyone that tries to get tech support from Amazon.com!  🙂  Peace out.

An atheist’s take on the value and meaning of spirituality

As an atheist, I have long struggled with the word “spirituality.”  To my rational mind, it connotes a realm reason and physical laws, a place where magic beings called “spirits” roam around.  To me, this is a fantasy cooked up to avoid having to face the uncertainty and finality and inevitability of death.  I know to many people this is a positive thing, this spiritual aspect, but I could not relate to it.

I find often as an atheist that when people speak of religious or spiritual things, I have to translate into what I think of as “the real world.” This is a world where there are no superheroic beings in the ether controlling our fates, where things happen because they are caused, and causation can only occur when there is a set of rules shaping how things happen in the world.   But I could not find a way to interpret this word “spirituality” as it seems to explicitly connote a magical world where peoples’ escapist fantasies come to life.

Recently I was reading a book called “The Art of Happiness” written by Howard Cutler but with the author given as the Dalai Llama XIV when I came across a definition of spirituality that really opened my eyes and softened my heart.  In the book, the Dalai Llama speaks of spirituality in two senses, one is religious and involves faith.  This is the spirituality which I still cannot sign onto.  This is the one where you pray to God and he saves your son from cancer.  Good luck with that!

But there is a second sense, that he calls “basic human spirituality,” which he defines as “basic human qualities of goodness, kindness, compassion, caring.”  He says that “true spirituality should have the result of making a person calmer, happier, more peaceful.”  He then states that “whether one leads a spiritual life depends on whether one has been successful in bringing about that disciplined, tamed state of mind and translating that state of mind into one’s daily actions.”

In this sense, I can completely sign onto spirituality.  This is the mark of an elevated person, someone that understands deeper ideas and goes beyond narrow self interests.  So when you tell me now you are a spiritual person, I can translate that into “I am a person who uses practices and ideas from some tradition to bring me to an understanding of calmness, happiness, and connection.”   At this point I can nod and support you in something important to both of us.

I can think of another useful translation of “spiritual” as well. This one has to do with the human spirit, a deep essence of our being human, which can be noticed, trained and cultivated.  Some aspects of this spirit are limiting and harmful, some are neutral, some are empowering and helpful.  In this sense, I would say that spirituality would be more Buddhist, in the sense of noticing the various qualities of our human spirit and taking care to promote the better aspects.  This would involve meditation and the types of practices noted above.

Of course I’m still a scientist, so you can claim to be a “spiritual person” all you want, but I’m going to be waiting for some evidence.  🙂  Jesus is supposed to have said, “by their fruits you shall know them.”  So, tell me, are you really spiritual, or do you just want to believe in spirits?  Do you just need Jesus for comfort, or are you willing to comfort others and use your strengths for good purposes?

 

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…  🙂

Follow up: in the end, amazon.com failed to deliver the goods

I have talked to so many people at Amazon.com about my issue with my kindle.  I documented the incredibly bad experience I had in a previous post.   Here is a partial list of the people that have promised to look at it and follow up:

Harish on July 10
Prashant on July 10
Emie S. (supposedly a manager or higher level) on July 8
Thakur. Rawat on July 8
Ravinder S. on July 8
Prakash on July 3
Kaviya T. on July 3
Richa S on July 3
and numerous others that I have not documented here on phone and chat.
Each one has apologized repeatedly for my inconvenience and made empty promises to follow up.
End result?  It’s two weeks after the latest empty promise and guess what?  Zero response.
Amazingly awful support you have there, amazon!  The one good thing I can say about all this is that if I were training a company on what to avoid and mistakes that can be made, I’d find this to be a useful case study.
So what I’ve done personally is stopped using Amazon for books.  I used Calibre to convert my Kindle copyright protection to an open source format and am now using iBooks to read them.  iBooks works better than the Kindle app anyhow.

A Weird Breakthrough: Focus Meditation vs. Insight Meditation

So, I’ve been meditating on and off for a few years now.  Had a 90 day streak going in 2014, experimented with binaural beats to enhance my brain waves, studied some Buddhism, have noticed some benefits from meditation, but never was really wowed with it.  I just tried to keep with it because so many people swear by it and more importantly there is really good science that shows that it has a host of mental, emotional and physical benefits.

Most of my meditations have been in the category of “insight meditation.”  Instead of focusing on a single object as in focus meditation, with insight meditation, you simply sit with a broad awareness and notice things.  This technique has really built an understanding of my mind for me, and that has been beneficial in seeing how my mind works and so helps me indirectly.  But I really never got wowed myself by it.  Until this week.

Even though I’ve read from sources that you really should build your insight meditation on top of an already good focus practice, I kind of skipped that step.  Now I can see I made a mistake.  But this week I made a shift to focus meditation in a way I never have before.  I committed to it.  This came from noticing for the thousand millionth time how unfocused my life and mind are in general.  I had never really succeeded at focus meditation.  My mind always wandered, I couldn’t keep with it.

But this past Monday, I went to a local Sangha in Bangkok and the monk as he was preparing us for a half hour meditation mentioned something I had never heard before and it struck me with force.  He said, when you sit and watch the breath, don’t sit with the idea of the breath, but rather notice and experience the physical sensation of the breath.  That seemed interesting, so I decided to try it out.

As I sat that night, I had a fantastically focused experience for a half hour.  I stayed watching my physical experience, and that almost completely divorced my mind from thought.  I was able to simply sit and watch my breath with my entire mind most of the time, fascinated by the nuances of each moment of every breath.  The translation from thinking about focusing on my breath as a mental exercise to actually focusing on my breath as a complete experience, crucially including the feeling of the air moving through my body in each moment, brought me incredibly present.

This was a huge breakthrough.  Not only am I able to “succeed” at staying focused throughout the meditation, but I am now actually seeing the much vaunted benefits of meditation appear in my life firsthand.  My mind is incredibly more focused and clear after meditating in this way.  It feels rested and sharp.  And by developing this insane focus for 20 minutes each day in the morning, the rest of the day I stay on task much easier.  The ability to leave my thoughts and go into my body even makes sex better, I noticed today.  Way better.

This evening as usual, at around 7:30pm, my brain was tired and I felt like tuning out and going into the downward “going to bed” mentality that usually eclipses my evenings.  So I tried an experiment.  I sat down with my little Buddha candle in front of me and did another 20 minute session.  When I came out of it and sat down in front of my computer to finish watching Bill Maher, I realized I would rather study Thai.  I did so for a half hour, and then I stopped and poured a glass of bourbon.

Then I remembered I was going to blog about meditation.  So I just banged this post out too.  This is remarkable for me, these two small bits of productivity, because they both involved concentration at some level and focus, something that normally at this time of night, just aren’t there for me.  And the motivation, forget about it normally.  But after round 2 of meditation, bang, there it is.  Hmm.

Remarkable!  I recommend you add this trick to your meditations if you are not already experiencing success in focus meditation or find your mind wandering excessively.  Just watch the breath as a full experience, and stop thinking about watching the breath.  Get fascinated by it.  I’m excited!  I feel like meditating more and more… quite interesting.

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