'Amazon Kindle – probably the best customer service in the world' blog discussion

yinhong

Apple has amazing customer service as well, but I get the feeling that Martin is a bit anti-apple so doubt he'd say that.

meher

MarkFromMullion wrote: »

I agree that Amazon's service is excellent but judging from the responses to the article Kindles are developing faults much more often than books.

Their after sales service is excellent. I'm not entirely sure, but my guess is that the faults that are developing are mostly related to the internet use and actually apart from amazon website, kindle shouldn't be obliged to offer extras unless it is meant to be. I think they are kind enough to replace them for those who are reporting about internet related issues. They have a disclaimer that it is experimental.

The one my husband has has never given problems; but I have called them for some guidance on transferring some pdf files. Whilst I was speaking, they sent me an instruction on going about it. They also call us, you only need to key in your number and the next second you're speakint to them. I'd buy any services amazon would provide if this is the level of customer service I'd be offered.

gaily

Seems we're all in agreement. Amazon have got something right here. I don't think it's that so many of them are going wrong (touching wood here) mine has not had a fault yet.

My M-i-L has had an experience, where hers failed and she got another simply because she didn't want to have the bother of sorting out repairs, and reuploading etc (we've since had words about MSE and saving, not spending). Amazon got IN TOUCH WITH HER - to ask why she was operating 2 accounts using the same account name, details, and books and when they found out what had happened told her she should have come to them, but could she send the old one back (full credit to account), credited her duplicate purchases, and generally left her with a really good taste in her mouth!!

green-z

I on the other hand have not had great service from Amazon in regard to my kindle. Two months ago it developed a glitch and would not connect to the internet. this week after many calls and emails am getting a full refund.

macfly

A bit false to say that most of the profit is in the books. The price of ebooks is outrageous compared to the cost of a real book, plenty is made on the kindle itself. How much do you think these cost to produce Martin?
By all means purchase a kindle. I have a slighlty more glam Sony, but don't buy the books from Amazon.

fizzking

My Kindle crashed. An 0800 phone number put me through to them and it took approx 30mins to fix it. I was glad the call was free! They were extremely helpful and there have been no further problems. I had to download my library again because the Kindle had been reset to factory defaults but it was easy enough.
I am impressed with the slick service for downloads generally and the free tasters. Some of the books are free and worth reading.
I find the well established authors are too expensive but I solve this by ordering the book from the library for 50p. Generally I don't pay more than £2 to 3 for a download.The in-between prices are harder to judge but if it's a particularly good one I have been tempted.
From time to time I trawl the Amazon site for ebooks, another plus with the Kindle. I have found many books of whose existence I was unaware.
I stopped buying books a while ago. They take up too much space and rarely do I re-read them. Another problem solved by the Kindle.

meher

when they replace your kindle they are offering you refurbished ones because there are several folks returning it; so you're exchanging your brand new for a refurbished item it doesn't cost their business to offer excellent customer service

Summers

My Kindle has broken after 10 months. I have been sent a replacement but it is refurbished and has only a 90 day guarantee. Amazon have told me that if the replacement develops a fault after the 90 days, then I will have to purchase another Kindle at a discounted price. Is this reasonable?

gaily

gaily wrote: »

Seems we're all in agreement. Amazon have got something right here. I don't think it's that so many of them are going wrong (touching wood here) mine has not had a fault yet.

My M-i-L has had an experience, where hers failed and she got another simply because she didn't want to have the bother of sorting out repairs, and reuploading etc (we've since had words about MSE and saving, not spending). Amazon got IN TOUCH WITH HER - to ask why she was operating 2 accounts using the same account name, details, and books and when they found out what had happened told her she should have come to them, but could she send the old one back (full credit to account), credited her duplicate purchases, and generally left her with a really good taste in her mouth!!

OK, So I spoke too soon. My kindle has now become tempremental / faulty - keeps rebooting midread, or won't switch on and needs a 'hard reset' (hold power on button for 20 seconds, then reboots) - contacted Amazon, who will help, but as outside the warranty period (M-I-L bought me mine for Xmas last year, but did her shopping in October, so now out of warranty) I'#ll have to pay £40 for a replacement, or £30 for a 3 year warranty / £22 for 2 year warranty

Underimpressed (but at least there is hope for a new one, just wish it was a bit cheaper)

natanddan1

Amazon Kindle.......terrible customer service. My kindle packed up, Amazon sent me a new one and arranged for courier to pick up faulty kindle. Courier failed to turn up twice! Amazon told me to post it and gave me the address. Now they say they have not received it and have charged my account for another kindle.

Really upset over this and Amazon refusing to sort out!:mad: