In Seattle, my looooooooong chat with Amazon

chat with AmazonSeattle’s own Amazon.com prides itself on effective customer service. Can’t quite prove it by me recently.

I was having problems downloading the Kindle app onto a new Microsoft Surface Pro 3. Looking around the Internet, I discovered I was not the only one with this difficulty.

So I went to the Kindle part of Amazon.com and tried to get help via the chat function, in which Amazon representatives communicate with customers by exchanging written messages.

What ensued was an epic 94-minute-long chat in which I was in some kind of contact with 18 customer service associates, as they are called at Amazon (including a couple of duplicates and even no-shows). In the end I was told–stunningly–to go outside Amazon for help with its own Kindle product. My problem remains unresolved.

What follows is the transcript of the entire chat, as generated by Amazon and the copy that I copied and stored. (Don’t worry; the back-and-forth can be read in just a few minutes.) I fixed grammar, punctuation, typos and a few other errors. For clarity I put in boldface the appearance of each Amazon rep, in red a running count of the reps and in italics Amazon notifications. To me, New to Seattle, it’s pretty amazing.

Initial Question: I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet.
You are now connected to Ed S. from Amazon.com.
08:20 AM PST Ed. S (Amazon):[ONE] Hi William, my name is Ed. S. I hope you are doing well today, I’ll be happy to assist you today with your concerns. In this case an agent from our app store department would be able to better assist you. Let me transfer you right away. Allow me just a minute. 🙂
08:21 AM PST William P. Barrett: OK.
08:21 AM PST Ed. S: Appreciate your patience.
You are now connected to Prasad from Amazon.com.
08:21 AM PST Prasad (Amazon): [TWO] Hello, my name is Prasad. I’ll certainly try to help regarding your concern. Please give me a moment while I go through the previous conversation and assist you further.
08:22 AM PST Prasad: Please stay online while I connect you to appropriate department who will assist you further on this.
A Customer Service Associate will be with you in a moment.
You are now connected to Arshad [THREE] from Amazon.com
08:22 AM PST William P. Barrett: Anyone home?
A Customer Service Associate with be with you in a moment.
You are now connected to Bong from Amazon.com.
08:22 AM PST Bong (Amazon): [FOUR] Hello, my name is Bong.
A Customer Service Associate will be with you in a moment.
You are now connected to Shanu from Amazon.com.
08:23 AM PST William P. Barrett: Hi. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006.
08:24 AM PST Shanu (Amazon): [FIVE] Hello, my name is Shanu. I’ll be glad to help you today.
08:24 AM PST William P. Barrett: OK.
08:24 AM PST Shanu: I sincerely apologize that you have been transferred and are struggling to such an extent. It must be seriously frustrating. Please allow me a minute or two while I read your previous chat conversation.
08:25 AM PST William P. Barrett: Yes, you are the fifth person I have tried to chat with in 4 minutes. The issue is simple. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006.
08:25 AM PST Shanu: I am sorry for the hassle you experiences in this case.
08:26 AM PST Shanu: Is it any error comes when you trying to download Kindle app.
08:26 AM PST William P. Barrett: Don’t understand exactly the wording of your question. I can’t download the app from the Microsoft store, and then get the above-referenced error code.
08:28 AM PST Shanu: Okay let me check this for you.
08:29 AM PST Shanu: https://www.amazon.com/gp/digital/fiona/kcp-landing-page
Please go through the above link and let me if website allow you to download the app for your Microsoft Surface 3.
08:34 AM PST William P. Barrett: the problem is that I cannot download the Kindle app. I can get to Kindle by opening a browser. but that’s not the problem I am complaining about. And I don’t have a Microsoft Surface 3. I have a Microsoft Surface Pro 3. Big difference.
08:35 AM PST Shanu: In this case let me connect you to a member of our specialist team, it will take a moment only.
A Customer Service Associate will be with you in a moment.
You are now connected to Asif [SIX] from Amazon.com.
A Customer Service Associate will be with you in a moment.
You are now connected to Niranjan from Amazon.com.
08:37 AM PST Niranjan (Amazon): [SEVEN] A member of our Kindle team will be the perfect person to help you with this. Please wait, let me connect your chat to our Kindle Team.
A Customer Service Associate will be with you in a moment.
You are now connected to Shanu from Amazon.com
08:38 AM PST Shanu (Amazon)[EIGHT] Let me connect you to a member of our specialist team. It will only take a moment.
A Customer Service Associate will be with you in a moment.
You are now connected to Arshad [NINE] from Amazon.com.
A Customer Service Associate will be with you in a moment.
You are now connected to Pallavi from Amazon.com.
08:39 AM PST Pallavi (Amazon): [TEN] Hello, my name is Pallavi. I’m here to help you today.
08:40 AM PST William P. Barrett: OK. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006
08:41 AM PST Pallavi: Let me connect you to a member of our Kindle team. It will only take a moment.
A Customer Service Associate will be with you in a moment.
You are now connected to Sruthilaya from Amazon.com.
08:43 AM PST William P. Barrett: Hi. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006
Anyone home?
08:44 AM PST Sruthilaya (Amazon): [ELEVEN] Hello my name is Sruthilaya and I am from Amazon Kindle support. I am really sorry for the problem you had with the Kindle app. May I know your PC operating system please?
08:45 AM PST William P. Barrett: Windows 10 running on a Microsoft Surface Pro 3 tablet.
08:45 AM PST Sruthilaya: I see that you have already downloaded the Kindle for PC app.
08:47 AM PST William P. Barrett: Not really. That may have been for a different Surface I no longer have. Over the past day, I have been trying to download the app for my new Microsoft Surface Pro 3. I am unable to do it, and keep getting this error message: 0x800700006.
The download starts, but after a second or two aborts.
08:47 AM PST Sruthilaya: To download Kindle for PC, go to:
https://www.amazon.com/gp/digital/fiona/kcp-landing-page
08:48 AM PST William P. Barrett: A tablet is not a PC.
08:48 AM PST Sruthilaya: Please click on Download button in Yellow color.
Yes, you can download using the above link for your tablet too.
08:49 AM PST William P. Barrett: I have done that, but it doesn’t lead me to the Kindle app for tablet. I have tried it several times.
08:50 AM PST William P. Barrett: What does the error message 0x800700006 mean?
08:50 AM PST Sruthilaya: A Kindle Specialist is the best person to help you with this. Please wait while I transfer this conversation.
A Customer Service Associate will be with you in a moment.
You are now connected to Mohan [TWELVE] from Amazon.com.
A Customer Service Associate will be with you in a moment.
You are now connected to Nikco [THIRTEEN] from Amazon.com.
08:52 AM PST William P. Barrett: Hi. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006.
A Customer Service Associate will be with you in a moment.
You are now connected to Meraj [FOURTEEN] from Amazon.com
08:53 AM PST William P. Barrett: Hi. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006.
A Customer Service Associate will be with you in a moment.
You are now connected to Manish from Amazon.com.
08:54 AM PST William P. Barrett: Hi. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006.
08:54 AM PST Manish (Amazon)[FIFTEEN] Hello William. I’m sorry to hear about that.
Let me connect you to a member of our team. It will only take a moment.
A Customer Service Associate will be with you in a moment.
You are now connected to Amazon from Amazon.com.
08:55 AM PST Amazon: Hello, my name is Cynthia [SIXTEEN] I’ll be happy to help you today.
08:56 AM PST William P. Barrett: Hi. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006.
08:58 AM PST William P. Barrett: Anyone home?
08:58 AM PST Amazon: William please allow me a moment while I get this checked for you
08:59 AM PST William P. Barrett: You are the 16th person I have chatted with in the past 40 minutes.
09:00 AM PST Amazon: I do apologize for the multiple transfers. Please be assured that I’ll get this fixed for you.
09:01 AM PST William P. Barrett: I am happy to provide employment for so many workers. But I would be even happier if my problem could be solved.
09:02 AM PST Amazon: I’ll try my best to get this issue resolved for you.
09:02 AM PST William P. Barrett: Hmmmmm when?
09:02 AM PST Amazon: May I know the operation system you’re having in your Microsoft Surface tablet is windows. Right ? Windows 8 ?
09:03 AM PST William P. Barrett: I suppose it’s Windows 10.
09:04 AM PST Amazon: Okay.
Could you please try following the below steps:
1. Press the Windows key on your keyboard, or swipe from the top or right side of the screen to see the tile menu.
2. Select the Store icon.
3. Type Kindle on your keyboard, or select Kindle from Top Free Apps within the Windows Store.
4. Select Install.
09:05 AM PST William P. Barrett: I have done all of that any number of times over the past day. But when I hit install, it aborts after about 1 second, and I get the aforementioned error code.
09:06 AM PST Amazon: Okay. Please give me a moment.
09:07 AM PST Amazon: In this case, A member of our Kindle specialist team will be the perfect person to help you with this. Let me connect you to a member of our specialist team. It will only take a moment.
A Customer Service Associate will be with you in a moment.
You are now connected to Amazon [SEVENTEEN] from Amazon.com.
A Customer Service Associate will be with you in a moment.
You are now connected to Jon from Amazon.com.
09:09 AM PST Jon (Amazon): [EIGHTEEN] Hello, my name is Jon from Kindle Technical Support. I’ll be happy to help you today. Please allow me a moment while I pull-up your account and review your previous chat to better assist you with this.
09:09 AM PST William P. Barrett: Hi. I am unable to download the Kindle app to my new Microsoft Surface Pro 3 tablet. I keep getting this error code: 0x800700006.
You are the 18th person I have chatted with in the past hour.
09:11 AM PST Jon: I am sorry you were transferred around. I understand that your new tablet won’t seem to allow you install the Kindle app. Don’t worry, I am going to do my best to provide all the help you need., By the way, nice to meet you, William.
09:12 AM PST William P. Barrett: Thanks. Googling this issue, it doesn’t seem like I am the first person to have this problem. But you wouldn’t know that from all the Amazon workers who keep passing me on to someone else.
09:14 AM PST Jon: Oh, you’re welcome and I totally understand. If I may ask, are you able to switch to desktop mode on your Microsoft surface tablet?
09:14 AM PST William P. Barrett: Yes.
09:15 AM PST Jon: Is it in desktop mode when you tried to download the kindle app?
09:15 AM PST William P. Barrett: I think I’ve tried it both ways, with the same result.
09:16 AM PST William P. Barrett: What mode should it be in?
09:17 AM PST Jon: Oh, it should be in desktop mode. While in this mode, can you go to this link and try to download the app again please? https://www.amazon.com/gp/digital/fiona/kcp-landing-page
09:19 AM PST William P. Barrett: I’ve done that. It allows me to access Kindle when I have a standard browser open. But my understanding of an app is that the function can be accessed without an open browser. Right?
09:20 AM PST Jon: You got it right, William. You will not need a browser in order to access your books using the kindle app if it was installed already. Would you please try to visit this link this time though?
https://www.microsoft.com/en-us/store/apps/kindle/9wzdncrfj3vn
From there, click “get the app”>
09:21 AM PST William P. Barrett: Moment.
09:21 AM PST Jon: Sure thing.
09:24 AM PST William P. Barrett: Tried it three times. I am told the page doesn’t exist at that URL.
09:26 AM PST Jon: Oh, I see. Can you try to visit Windows store from your Surface tablet instead please? Then, look for “Kindle” or if Kindle is available from top free apps within the windows store.
09:27 AM PST William P. Barrett: I’ve done that about a dozen times. As I have stated earlier in this thread, when I get to the final step–install–it starts to do that but aborts after about one second. I get the error code 0x80070006. What does this error code mean?
09:30 AM PST Jon: I tried checking the error message you’re getting here on my resources and it doesn’t seem to indicate anything. You mentioned earlier that you were able to access the Kindle app but need a standard browser. Is it asking to access your books using the Kindle cloud reader by visiting https://read.amazon.com?
09:31 AM PST William P. Barrett: Gee, I see lots of Google references to that error code. You see none? Is Google one of your resources? In answer to your question, the Kindle app doesn’t get installed on my Surface, so I am asked nothing. I had no problem installing the Kindle app on a Surface 2, an earlier machine. There is a new problem here.
09:36 AM PST Jon: Oh alright. I can’t find for sure as to why we’re getting the same error message from Microsoft Windows. It seems like the Kindle app is not yet compatible to your new Surface 3. I would recommend to try to contact Microsoft and check what might be preventing us to install the Kindle app to your new Surface tablet. In the meantime though, I would recommend to try to access your books using a browser by vising https://read.amazon.com. I can help you access them offline as well so you will be able to read them without the internet.
09:37 AM PST William P. Barrett: Hmmmmm I think Kindle should contact Microsoft, not me. Amazon has a lot more riding on this than I do. Are you telling me I am the first person in the world to report this problem to Amazon?
09:41 AM PST Jon: I totally understand however the next action to take at this time is to contact Microsoft and check what might be preventing us in getting the kindle app to your new surface tablet. What I can do though is to help you access your books through a browser and have them downloaded to be able to read them offline without the internet as well.
09:42 AM PST William P. Barrett: You didn’t answer my question. Are you telling me I am the first person in the world to report this problem to Amazon?
09:45 AM PST Jon: I don’t have additional insight whether other customers have reported the same issue as well, however as of the moment, the best course of action is to contact Microsoft for additional guidance in downloading the Kindle app to your new Surface Pro 3. What I can help is to assist you in accessing the books using your browser through the Kindle cloud reader as of the moment.
09:48 AM PST William P. Barrett: It is hard for me to credit your advice that Amazon–which potentially has billions riding on smooth downloads–wants me–with nothing riding on this–to contact Microsoft. I’m going to wait until you and Amazon/Kindle contact Microsoft. Meanwhile, I’ll get my books via Nook.
09:49 AM PST William P. Barrett: I wish you a Happy New Year.
09:50 AM PST Jon: I can understand, I am just that so thankful for giving me the chance in helping you with your concern. Just a heads up, you can still access your books via browser via Kindle cloud reader and have them read offline without the internet connection. To manually download a book so that is it available for offline reading:
In Google Chrome, Mozilla Firefox, Internet Explorer, or Safari for Windows: Right click on any cover in your library, then select “Download & Pin Book.”
09:51 AM PST Jon: Anything else I may assist you with for today?
09:52 AM PST William P. Barrett: I hope your next contact is with Microsoft.
09:54 AM PST Jon: I totally understand. I really do appreciate your time. Thank you so much for contacting Kindle Technical support. We look forward to seeing you again soon. Take care, bye bye. Please don’t forget to click “END CHAT” on top to properly end our conversation.
09:54 AM PST William P. Barrett: Remember, call Microsoft. Bye.

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Comments

In Seattle, my looooooooong chat with Amazon — 4 Comments

  1. Yes, i too have a weird sense of humor and am computerphobic I think !!
    However, after I read that I got on the phone line for a banking serivce and after 10 minutes noticed that there was an email address. I wrote an email and said that obviously the higher ups were not hiring enough people to staff their phones. I then asked that the person who read this to direct it up the chain and gave my phone contact number.
    At 56 min. of holding (thank God we have hands free), the email lady called me and very nicely dealt with my issue.
    Unfortunately the laughter your article gave me didn’t last 56 minutes !!
    Question: I live in Port Townsend and the Children’s Hospital store closed after 100 years. Goodwill moved in several years ago and their business was affected.
    I am sure that Goodwill is a for-profit concern and I know I read how much their CEO made but when I look online they refute that. But then I read another article from a few years ago that says they are exploiting people with disablities from the Huffington Post.
    Where do you stand on this ?
    BTW have you seen the “Big Short” ??

    • I haven’t see The Big Short.
      Goodwill Industries International is definitely a non-profit; it’s on the annual Forbes list (which I compile) of the country’s largest charities. Like any big charity, Goodwill has its supporters and its critics.

  2. This is hilarious, in sort of a dark way. I’m sorry you had to go through this but it has brought a bit of laughter into my rainy morning.
    Hopefully you can get it resolved quickly.
    John –

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