Top critical review
1.0 out of 5 starsPoor and Incorrect Customer Service
Reviewed in the United Kingdom on 3 July 2020
As a longstanding Prime and Kindle customer I opted for a Kindle Fire when my existing tablet began to struggle. However, I'd started to watch the BritBox video streaming service and wanted to know if it was available as an app to download. I made it clear that this was the deal-breaker. Amazon informed me that it was available through Prime and as an app, so I bought a Kindle Fire quite happily.
Once it arrived, I spent 2 hours getting it set up and trying to find BritBox to download, but no sign of it. I got back onto Customer Service who said that it should be there and told me that the issue was likely that my software was out of date. Not only that, but I needed to do a factory reset to get it up to date, thus erasing 2 hrs work. Having set it up again, there was still no sign of the app or the channel within Prime. Eventually, after Customer Service tried numerous ineffectual workarounds, they told me that the app wasn't actually available and the information all along had been incorrect.
The solution posed by Customer Service to selling me an item under false pretenses was that maybe I should just watch something different instead!
This is genuinely the first time I've encountered poor customer service from Amazon and I'm really surprised by it. At every stage it was wrong, ineffective and with no solution or recompense offered. It's amazing how quickly you can begin to mistrust a company.
