Amazon has a well-deserved reputation for good customer service, but sometimes they fall down on the job. It seems that whenever something unusual happens they don’t know how to respond and end up blowing you off.
Surprisingly, lost and stolen Kindles continues to be one of those areas where Amazon keeps dropping the ball. Not only will Amazon refuse to give info to an owner whose Kindle was stolen, they also won’t assist the police in recovering a stolen Kindle as one Polish blogger informs us today:
Recently, my Kindle Paperwhite was stolen (let’s not go into details on how that happen now). I did not have much of a hope that it’ll be recovered, but still, I went to the local police station in Wroclaw, Poland to report the theft.
Ausir goes on to note that he checked on the status of his Kindle Paperwhite while he was at the police station and it turned out to have already been registered. That is actually a silver lining, because as Kindle CS told the blogger they will assist the police in the investigation:
While we’re unable to tell you the location of your Kindle, we’ll respond to requests for information from law enforcement officials. To file a police report, please contact your local police department.
That sounds like a rational, reasonable policy, doesn’t it? Well, no. Amazon’s idea of responding to a request for info does not quite match what you or I would expect.
Ausir reports that the police sent all the necessary info, and they even sent it from an official email address. Unfortunately Amazon wasn’t going to release the info short of a court order:
Yesterday, I got a call from the police officer that was assigned to my case, and was told that Amazon refused to disclose any information on the user who registered my Kindle to his account, and despite all previous reassurances, they stated that they will only disclose it if ordered to do so by a court (I assume they mean a US court, at that).
I don’t know about you but that’s not exactly what I expected when Amazon said they’d “respond to requests for information from law enforcement officials”. Like Ausir, I kinda thought Amazon would actually help their customer.
Don’t get me wrong; I understand that Amazon CS can’t access account info by searching for a Kindle serial number. That’s not an issue. The problem here is that a part of Amazon’s legal/fraud/abuse departments, the folks that you would think could override the restrictions placed on the CS dept, instead refused to share the info they possessed.
That is far from reasonable. Furthermore, what is the point of having a contact point for law enforcement officials if they are simply going to be told NO?