Amazon Kindle Fire HDX Mayday Problems Addressed Within 9 Seconds

Amazon Kindle Fire HDX Mayday Button Addresses Problems Within 9 Seconds


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

8 Responses to "Amazon Kindle Fire HDX Mayday Problems Addressed Within 9 Seconds"

  1. Betty   February 23, 2014 at 11:00 am

    How do I disconnect from the internet on my kindle fire when I am done using it?

    Reply
  2. Katie   December 27, 2013 at 6:43 am

    We purchased 2 of them for our older children (Kindel Fire HDX), and the Mayday Button has not worked once…very disappointed. I also received the $3 credit for music via e-mail, and when you touch the offer on the screen, everything goes black. We are seriously considering returning both of them.

    Reply
  3. Momo   December 26, 2013 at 8:32 pm

    I don’t think you should be so critical of people, Shorn. Lots of baby boomers and older people who didn’t grow up with technology have lots of problems adjusting to something new. I’m always having to help my mom or her friends on how to use stuff like this. I think it’s great because it’ll get them used to asking questions, to asking the right questions, to eventually knowing how to figure it out for themselves.

    Reply
  4. davidpun   December 26, 2013 at 8:00 pm

    Why didn’t Amazon get a chance to run Obamacare?

    Reply
  5. T. Taylor   December 26, 2013 at 7:08 pm

    Hats off to Amazon for offering help. But I have to say I got an iPad mini and didn’t need to call anyone. It’s intuitive enough to just use it without needing help.

    Reply
    • DRail (@DRail)   December 26, 2013 at 7:37 pm

      Yes, Apple products are excellent for the elderly. For those of us that like to have control of our technology, we go elsewhere.

      Reply
  6. vonrock   December 26, 2013 at 6:48 pm

    Amazon is Top Notch, they can foresee one’s problems with something new and maybe different and do what they can to help.

    It’s a attitude that goes with all they do.

    Reply
  7. Shorn   December 26, 2013 at 6:30 pm

    wow that’s pretty pathetic that people would be so dumb and helpless to need such a feature

    Reply

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