I know, right? I've placed my faith in Amazon customer support for years and have not been disappointed until now.
The kindle is screwing up in all manner of ways. After playing games (downloaded from the app store, mind.) for an indeterminate amount of time, it will freeze the game, say 'Amazon appstore required' and boot her out of the game. When she follows the prompt it opens the appstore and shows everything is completely fine with both the store and the game.
Recently, it's started kicking her out of books and apps with a black screen of immobility, and running incredibly slow. It's...last years model, I think. It isn't very old.
Anyway, after a few weeks of this, my mom got tired of it and asked me for help. Since I've done the customer support spiel several times and knew the general gist, I went ahead and tried a factory reset and uninstalled/reinstalled the games fresh on my own accord, to try the first obvious solutions. Still screwed up. Four weeks ago I contacted Amazon and they had me uninstall/reinstall the appstore, unregister/reregister mom's account, and several other things before telling me 'I will file a ticket with the appstore team and they will get back to you in no more than two or three days'. OK, fair enough, I can live with that. So could mom.
A week later, after no contact, I contacted them again. Same stuff, same 'two days'. We were still willing to give them a chance.
Three weeks later, with no word, I called (part of that time our internet was out, so it wasn't worth calling anyway). At 3 in the morning, since my Mom's kindle just farted out four times in a row and really frustrated her. I got a response, but the plot--much like my cloud of ire--thickens. Not only did I spend an hour on the phone with support, Brad--which is probably an assumed name, judging by his accent--informed me honestly that he had no idea what was wrong. he could see the ticket in the system, and was very sorry it was taking so long. "I will call you again in no more than two days," he finally said. "I've updated the ticket and I've got the app team on it. I can't do much more than that, because all of the solutions being suggested won't help you. Sorry."
"Two days? Is that...i dunno. I mean, are you actually going to call me again in two days? I'm kinda frustrated. I trust you, but it's been three weeks since my last contact with support."
"I realize that, and I'm very sorry. But yes, two days. I'll call you again to give you an update and we'll see what steps to take after that, OK?"
"Sure, I guess. That's...alright. Do you have my e-mail address on file, just in case you can't get the phone?"
"Oh, I won't need it. I'll call you again around this time. Is that all right?"
"Sure thing. Appreciate your help."
Two full days and change later, I'm sitting on the couch with the phone, waiting on Brad like the emo hero in a teenage romance. No call. On a nudge from God, I check my mom's email.
Hello Edward. This is Brad, from Amazon support. I would have called, but I did not wish to inconvenience you by calling at such a late hour. I have been in contact with the Amazon App team and they tell me that the problem arose because of the last factory reset you did and a file that was backed up. Try doing another reset, only this time don't choose to download the backups. *insert polite exit lingo*
THE HECK BRAD?! THE H-E-DOUBLE WIZARDS WANDS. ARE YOU KIDDING ME? YOU ARE SAYING THAT THE RESET I DID TO FIX THE PROBLEM IN THE FIRST PLACE CAUSED THE PROBLEM? YOU SHOULD REMOVE THE FLUX CAPACITOR'S FROM YOUR KINDLE'S, BRO. IT WOULD STOP PEOPLE FROM DOING ACTIONS IN THE FUTURE WHICH MAGICALLY CAUSE PROBLEMS IN THE PAST.
*growls under breath*
It then came to my attention that Amazon had sent mum's an email regarding the situation. I responded with...brusqueness. Not rudeness, but I did not pull punches either.
Ironically, twenty minutes after the reset, the Kindle started farting out again. XD GUESS WHO DIDN'T CAUSE THE PROBLEM BRAD?