Amazon came to the rescue on Christmas, answering the Mayday calls of new Kindle Fire HDX owners who were having emergency meltdown situations, in an average of just 9 seconds. Amazon employees gave up their holiday so that the new owners of the Kindle Fire HDX would have a happier and less stress-filled Christmas.
There is a Mayday button on Amazon’s Kindle Fire HDX devices that contacts the support center when it is pressed. Then, the face of an Amazon technician appears on the screen to guide whoever has pressed the button through his or her problem. The tech support person can take over the screen, and draw upon it. The tech support person can let users of the tablet know the steps needed to resolve the problem and let you go from there; or, take over the tablet, and fix the problem for you.
Amazon had a goal of responding within 15 seconds whenever anyone pushed the built-in Mayday button. The Mayday tech support service debuted when the Kindle HDX Fire did, in September.
The tech support beat that goal on Christmas, responding to problems consumers had in an average of just 9 seconds. The Mayday tech support team will be available around the clock, 24/7, every day of the year, to help anyone who might encounter a problem while using the Kindle Fire HDX, and at no cost to the consumer.
On at least one occasion on Christmas, the Mayday button was not pressed because a new owner was having a problem with his / her purchase. The button was, instead, pushed by carolers who appreciate the job that Amazon’s tech support was doing, and wanted to wish them a Merry Christmas.
Consumers can even press the Mayday button if they have questions about the Kindle Fire HDX, such as how it works, if it has any hidden features, or if they even would like suggestions about a great game to play on their new 7 “or 8.9″ tablets.
According to Amazon Kindle Vice President, David Limp, the company is glad and excited “that millions of customers opened a Kindle Fire tablet this holiday season,” and Amazon is also glad that “so many customers tried out the Mayday button. “
Amazon had what was possibly their best Christmas season yet. In the third week of December, alone, Amazon gained over a million new Prime members. On Cyber ??Monday, consumers ordered a whopping 36.8 million items from the company.
With the Mayday button on their Kindle Fire HDX tablets, Amazon has taken customer support to the next level. Being able to help their customers within 9 seconds after the Mayday button is pressed will likely earn Amazon lots satisfied customers and repeat business as they launch new products in the future.
If only someone who works at Amazon, or elsewhere, could come up with a Mayday button to solve some of life’s other problems, like umbrellas that turn inside-out in storms, or what to do about snack machines that take your last quarter but don’t cough up your snack in return.
Written by: Douglas Cobb
TomsHardware.com
PCMag.com
Pingzine.com
Amazon Press Release
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