[emaurer]

My latest chat with Amazon

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Me:I wanted to check on the status of Prime Instant Video on XBMC.


Nandu:Hello Rachel

Welcome to Digital chat support.

I'm sorry, you'll not be able to stream videos on XBMC software.

With latest software update, you'll not be able to stream videos on XBMC software.


Me:Thanks, I've seen many different answers from Amazon support on the forums. Some say that the Instant Video team is looking at it, some people got $10 credits their account, and some just said sorry.

Why has Amazon not made an official statement related to this. I don't know if anyone watches the forums or the Facebook page, but there are a lot of unhappy customers.


Nandu:I'm sorry for the inconvenience caused to your in this case. Actually, using this software customers are able to stream the videos on not compatible devices. As per the legal restrictions we've with the studio owners, the content should only streamed or downloaded on the compatible devices on our website.

This was a bug in our system.

Our tech team has fixed this with latest update.


Me:Well it was compatible until you broke it.


Nandu:I know this is disappointing. I'll pass on your feedback to our development team. They will surely look into this.


Me:That still doesn't answer the question to why some people get different answers or credits to their account.


Nandu:I'm unsure why promo was issued to customers account. I'll surely pass this on to our higher officials.

They will check what happened.


Me:I'm sure you have nothing to do with PR, but this seems like a big mess that could have been handled a lot better by Amazon. A simple statement before the "fixed" the issue could have prevented a lot a people from wasting money or cancelling their membership


Nandu:I understand the disappointment. I'll pass on your comments to our higher officials. They will surely look into this and proper action.

* take proper action.


Me:OK, will I be notified of their response?


Nandu:No Rachel. They will check all the customers feedback and take necessary action. If we get maximum number of response from the customers to make the video available on XBMC, they will work towards making the videos available on XBMC.


Me:Oh OK. Is that just feedback on here or does it include the forums and facebook also?


Nandu:No they will only consider the feedback that is sent to us.

I'll pass on your comments in a form of email. That will reach appropriate team in our company.

That particular team will review all the comments and take necessary action.


Me:Not very reassuring, but thanks


Nandu:There is no other way. You can also send your feedback directly.

Please wait while I provide there email address.

I'm sorry Rachel, I'm sorry, we're not supposed to share that email address. I can assure you that your feedback will be sent to appropriate department.

I've already sent the feedback to them.