"I asked, ‘What government agency has oversight over you?’ “ the retiree says. But when the phony Amazon rep transferred him to the computer company, he heard a voice that sounded identical to that of the original fraudster. The victim, who spoke to AARP and asked that his name not be used, chose one of the suggested companies. To rectify the situation, the retiree was told, he could use one of two preferred companies to prevent more computer intrusions and get back the information that the hackers may have obtained. She couldn't reset her password, either.Ī relative went online for an Amazon customer-service phone number and when the retiree called it, he was told that a $4,800 television had been charged to the account, which reportedly had been hacked by more than 40 people in Mexico. A retired educator, he says his wife placed an order for two iPhone cases on, but when she tried to log back into her account, she couldn't. Presumably, an Amazon store would have on-site customer service, but Mayday could be another way Amazon gives customers the services they want without the e-commerce giant needing to lay down any bricks.En español | A fake phone number for almost tripped up an 81-year-old man from West Virginia. In fact, CEO Jeff Bezos has said Amazon would "love" to open some retail stores if they came up with the right setup. Amazon has considered opening brick-and-mortar locations as well.
"They see it as a key selling point and plan to do heavy marketing around it," Carnoy said.Ĭonsumers have long hailed the customer service experience of Apple's Genius Bar since it gives users a convenient place to visit, and actual people to talk to, when they need some tech support. Amazon thinks Mayday sets its tablets apart from others in the space.
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Carnoy said it may initially be unnerving for some customers, but will help those who are less tech-savvy troubleshoot easily.Īmazon's tech experts can now take control of your device's screen and draw on it to guide customers through troubleshooting situations.Īmazon soon run TV ads to promote the new feature, much like Apple did with Siri, according to Carnoy. The rep, who appears in a small video box on the screen, can take over the tablet and circle a menu or draw an arrow to point to something.
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The button looks like a life preserver and is located where you set your Wi-Fi and Bluetooth options. Screen-sharing technology is readily available through other services, including Google Hangouts, and live, online customer service chat boxes are nothing new, but Amazon's combination of these features with a one-sided video chat sets its customer service approach apart from its competitors.ĬNET's David Carnoy, who has seen a demo of the new Mayday feature, said it's like Amazon's version of Apple's Genius Bar. Amazon wants customers to feel like they are having human interaction without having to visit a physical store. Once the representative answers, they can see your screen but can't see you, so no need to worry about video-chatting with a stranger. Amazon Kindle Fire HDX 8.9 tablet is slimmer, faster, and sharper pricing starts at $379, ships November 7 (hands-on).Amazon updates Kindle Fire HD with new look and lower $139 price.
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