Friday, February 21, 2014

Those Damn Kindles!

They break and break and break. Sure, sure, Amazon sends a replacement (new or refurbished; same model) quickly, even next day.

No jubilation here.

First, the phone call is forty minutes, then you have to 1) repackage faulty product; 2) take it to the post office; 3) register new Kindle; and 4) re-load the quantities of mss Amazon cannot transfer, Kindle-to-Kindle for you— and you have to re-pay fees for the file conversions, too.

We are on to Amazon's game.

Amazon's customer service is better than most company's. So look at it this way: Amazon calculated it is cheaper to replace a Kindle than to make a better product. (Not very green.) We can hear the executive, clutching focus group test results, We'll give them luxury personal service; we will even get props for appearing to be a responsible/caring corporation.

The truth: Amazon saves money and gets a gold star as a customer-minded corporation. Consumers, however, lose one or two days of reading and additionally lose the time needed to secure the replacement.

This is not advantageous to Amazon's Kindle users. It is, however, a clever cost-savings for Amazon.

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