When I reported my scoop last week that Amazon was closing its support forums, it looked like Amazon was going to simply abandon its customers to go find support on social networks and third-party sites.
It turns out that is not the case. Ongoing discussions on MobileRead Forums have turned up an interesting detail: Amazon has recently launched a new support forum.
The Kindle Help forum, which is apparently an entirely different forum from the Kindle forum, is going to remain open.
We are always looking for new ways to make it easier for our customers to find answers to their Amazon product questions. Starting the morning of October 9th , Pacific Standard Time, we will be introducing an improved forum experience, with expanded digital and devices help forum categories. With this update, customers will now have more choices, the opportunity to post rich content (like photos and videos), and view and post from their mobile devices.
We look forward to your feedback on the new forums!
If you didn’t realize there were two similar forums on Amazon, you’re not alone. I didn’t know, and Amazon sure as heck made it impossible to find the forums.
Going by the dates on discussion threads, the Kindle Help forum is brand spanking new. Amazon opened the new forum the middle of last month, and has spent the last few weeks working the bugs out.
Edit: Readers have corrected me on the point of when Amazon launched this forum. They say it is at least several years old.
So what we really have here is that Amazon launched a new forum platform, retired the old forum platform, and then screwed up the announcement explaining the changeover.
They’re not closing their support forums so much as replacing the old forum with a new one.
That’s what they should have told everyone, but did not, and that lead to chaos, panic, disorder, and blood raining from the skies.
What a mess – and also a surprise, given that Amazon is usually better at communicating.
image by rich701