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back to article Amazon Kindle Fire HDX: Bezos dives into tech-support MONEY PIT

The latest Kindle Fire HDX tablets come with a free 24/7 support hotline via video chat. Putting a human face within easy reach may just push Amazon into the never-ending money-suck that is tech support. Here's how the video-chat help desk is supposed to work; your mileage may vary: Youtube Video The HDX is an evolution of the …

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I thought Amazon

...already had total control of your Kindle anyway?

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Anonymous Coward

Re: I thought Amazon

I like to be naked when I surf?

Can they see me ;-)?

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Love em or hate em, Kindle support is top drawer

I've owned and pwned a couple of Kindles over the years. I had one fail on me which they replaced next day and I broke the other two through my own sheer stupidity.

I knelt on one which I had left on my bed, heard a nasty crack and when I tried to refresh the screen it all went etch a sketch on me. It was 23:30 on a Saturday night. I looked on Amazon to see if perhaps I could get it fixed, found a relevant page and it had a call me button so I clicked it and entered my number.

Within 30 seconds my phone rang, I was connected to someone immediately and told them what I had done. It was a Kindle Keyboard 3G which at the time were £149. They said they couldn't repair mine but could replace it for £49 as a goodwill gesture to an existing owner. I gratefully accepted and on Monday morning my new one arrived. Two years later when I broke it again I had a similar experience.

You can bemoan their DRM, their tax "efficiency" or whatever but you can't fault the Kindle support. It's the best I've ever had from a big company by a long way.

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Re: I thought Amazon

"Can they see me ;-)?"

The NSA already has.

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Silver badge

Re: Love em or hate em, Kindle support is top drawer

@miknik - "You can bemoan their DRM, their tax "efficiency" or whatever but you can't fault the Kindle support. It's the best I've ever had from a big company by a long way."

I agree - Amazon's support is incredible. I've never had to wait for more than an hour for approval to return a broken or unwanted item - and that's doing support via email. And you are right - replacements are shipped and in my hands within two days usually.

My Kindle Fire HD is one of my favorite tech products of all time. I love the fact that they left side-loading of Android apps wide open. I've got all kinds of apps running on it without rooting it that aren't available in the Amazon App store (Chrome, Flash, etc). The fact that you don't have to root it to do this, and you still have access to the full Kindle e-reader experience (lending library, online access to all your notes and highlights, Whispernet, Whispersync) is awesome. Can't wait to try one of these HDX's in the store - the one thing the Fire HD could use is a bit more speed. The new processor should make a huge difference. I'll probably give my Fire HD to one of my kids and get myself the HDX.

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Bronze badge

Doesn't matter

Most of the features (including movie downloads) aren't available where I live. Again. Sigh.

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I remember when scoot was free... many a drunken night was spent phoning them up to make sure they wernt bored...

video support though, now that's even better! keep dialing through till you get a hottie!!! it wont do anything for the helpdesk stats, but it could be good for a laugh........ or a possible harassment case..........

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Anonymous Coward

Perhaps Kindle users are more discerning than that, perhaps they'll only hit that "Mayday" button when they really need it

Alternatively they could be really irritating like many website are now and constantly pop up "do you want to chat to our support/sales staff now?" dialog boxes

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Good luck finding support staff

I've done callcentre work in the past, and face to face customer service for yeeears.

I'd never - ever - do video chat support. 'Anonymous' enough to encourage bad behaviour from clients, but not physical enough to allow you to use full body language (and force) to stop them from doing something unpleasant.

An awful halfway house that helps no-one.

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Holmes

Re: Good luck finding support staff

The article says the video chats are one way only

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Facepalm

Re: Good luck finding support staff

That's one more way than I'd be happy with....!

(and yes, I skimmed the article and missed that. D'oh)

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WTF?

Haud me back

I've met some of our CS staff. You don't want to video call them.

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Anonymous Coward

It is a locked-down, readercentric tablet!

So shouldn't the expectation that you will need customer service so frequently as to justify built-in vid support a bad omen?! It is the equivalent of BLMC including the phone number of the local service centre in the glove compartment...BAD OMEN.

Run away, run away!!

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Re: It is a locked-down, readercentric tablet!

Clearly you've never actually seen one, then. It's not locked down in any way, and under the custom Amazon launcher is a pretty plain-vanilla edition of Android.

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Silver badge

Re: It is a locked-down, readercentric tablet!

Can you install Google Play onto it? That was the big disappointment about earlier models - good hardware, but a shame to fragment Android like that.

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Bronze badge

Re: It is a locked-down, readercentric tablet!

the expectation that you will need customer service so frequently as to justify built-in vid support

A premium feature like built-in video support with a live representative is only justifiable if it will be rarely used, and that's the expectation most intelligent customers will infer from it. In effect it's a warranty, just like the roadside-assistance plans that are offered with many new cars, for example. The merchant is indemnifying the customer for some of the costs of product failure, which is an implicit promise to attempt to minimize those costs (as they reduce the merchant's profits) by reducing the failure rate.

Really, I can't see how in the world you drew the opposite conclusion.

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Remote Access for Consumers?

"The ability to see what's on the customer's screen .. has hitherto been denied to consumers."

I'm sure that TeamViewer, LogMeIn and many others would dispute that.

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Happy

Rubbish. It won't tell the taxi driver what hotel you're in if you're the worse for wear

Now that's what I'd call a Mayday button.

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Anonymous Coward

Excuse me granting you screen access for 2 minutes... (Whilst I hurriedly close all the porns sites and stop all the Bit Torrents downloading)

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IR

I'm waiting until they have the Ascension Sunday button.

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I think that's why it's 1-way video...

I think that's why it's 1-way video... so the tech support does not get an endless stream of dicks.

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