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To ask for your help and try and take on Amazon? Apologies: long post.

(12 Posts)
DiamondAge Thu 06-Jul-17 10:25:10

I bought DD a Kindle E Reader for her 9th birthday just over 9 weeks ago. The main reason for choosing an Amazon one was for the additional functionality that Kindle for Kids provides:

Badges for achieving goals
Being able to set a daily reading goal

She loves it and the amount she reads has increased significantly, she's read 3,234 pages since she started using it about 7 weeks ago.

But the reading goal functionality has stopped working, so it takes her nearly an hour of reading to reach her '30 minutes' reading goal. I have tried changing her reading goal to 10 minutes, but it won't update so despite this states she has 19 minutes left to read, which will take her about twice that in real time.

I've contacted Amazon following their process (only two options phone call or live chat) and had a live chat. Step one is that I must delete her profile, then this problem will be fixed, but if it's not I should live chat again hmm

If I delete her profile she will loose all her hard earned badges (she's earned 8 out of a possible 10). She will loose the 3,234 pages out of 10,000 that she's earned so far, towards the 'Unstoppable' badge.

I want is to be able to deal with this via e-mail, however Amazon block this option for Kindles - you have to either call or live chat with their call centre, where the employees can only follow their script - step one: delete profile. Maybe this is the only way to fix the problem but FFS it's only been used for 7 weeks and it seems utterly crap if the only option results in all her progress being lost and who knows if we'll have to do it again in the future.

I've managed to find some e-mail addresses, although from old sources so I've no idea if they are 'live'. I've found an address in Slough and then there's the Facebook page.

But which option is best and am I being unreasonable in thinking that I deserve to be able to make my complaint via e-mail to someone who has some technical knowledge and doesn't have to follow a damn script that means the first option results in DD loosing all her progress to date?

Sorry it's so long, not wanting to drip feed, thanks to everyone who gets to the end!

DiamondAge Thu 06-Jul-17 10:26:56

Just to clarify by take on, I mean get to communicate via e-mail rather than being forced to deal with the call centre.

reallynearlythere Thu 06-Jul-17 10:33:54

Have you tried using Twitter? In my experience, firms hate you publishing negative comments so act very quickly to resolve them. Worth a try.

Mulledwine1 Thu 06-Jul-17 10:40:30

Have you tried this number? 020 7084 7911 it says it's for Kindle support and doesn't look like a standard call centre number. You may get someone who doesn't follow a script.

This is also the head office no so you could also try that: 020 8636 9200

Mulledwine1 Thu 06-Jul-17 10:41:37

I can't find an email address though, sorry - but the head office might give you one.

Boredwithmyname Thu 06-Jul-17 10:49:16

The timer sounds like it can be quite buggy. Have you tried restarting the kindle, making sure the software is up to date and syncing?

HMC2000 Thu 06-Jul-17 10:51:35

Seconding twitter. It's the only way to get things moving quickly in my experience.

MovingOnUpMovingOnOut Thu 06-Jul-17 10:53:01

My dc have Kindle Fires and their profiles move between devices (cloud based) so deleting a profile off a device may not mean deleting it altogether??

Can you set up her kindle profile on the app on your phone or similar to see if all the badges etc come across?

Might be worth a try smile

DiamondAge Thu 06-Jul-17 12:50:37

Thanks for all the ideas everyone - I'll give the numbers a go to see if I can get through to anyone useful and then onto social media if not.

Moving her device is an e reader rather than a Fire tablet - I don't think her profile is transferable because Fire tablets don't offer the same functionality and I can't see her achievements anywhere other than on her e reader if that makes sense?

Bored I have tried everything you've suggested except syncing - the live chat chap checked the software was up to date too - I'll give syncing a go just in case.

I've never used Twitter but am I right in thinking that the only way to get this complaint onto Twitter is to take a photo of my text (as I doubt I can condense it to the required amount of characters)?

tropicalfish Thu 06-Jul-17 12:57:53

Not much help towards Amazon but local libraries used to offer a rewards chart with stickers for reading goals. You could try that. Let's hope the government didn't cut the funding for it.

reallynearlythere Thu 06-Jul-17 14:09:55

Twitter - If you send a direct message there is no limit to the amount of text. Suggest you send an 'open' tweet first basically saying you are unhappy. Like magic someone will quickly ask you to send a direct message as they will be in damage limitation mode.

DiamondAge Thu 06-Jul-17 14:27:01

reallynearly thank you, that's very useful, I will attempt to construct as succinct an open tweet as possible so they are most likely to engage with me.

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