Amazon Customer Support Always Makes Me Smile

Dear Mr. Bezos,

I own an Amazon Kindle 3G+Wifi device, my 3rd. My first Kindle worked great, and I used it all the time. During one of my business trips, I lost it in an airport. After realizing that Southwest’s lost-and-found wasn’t going to help, I bought another one.

After some heavy use and maybe a little abuse (dropped once or twice), the 2nd Kindle began to malfunction, making it impossible to read. I made a call late one Saturday night around 11pm to Kindle’s support number. I described the problem, and the service rep insisted that this was just a bad device. She was quick and efficient, and I didn’t have to beg or make excuses. She sent a 3rd Kindle to my home within days. The service rep was amazing; the experience caused me to become a loyal Amazon fan. So delighted with my call, I actually laughed afterwards. I told my wife, family and several friends about the customer support experience.

So, now I have a 3rd Kindle. After a very, very cold night during a recent Mammoth Lakes camping trip, this 3rd Kindle developed a quirk. It’s not something I can reproduce at will, but the problem occurs sporadically and requires me to reset the device. The problem is aggravating, so guess what I did…I called Amazon’s Kindle support. This time I made the call at 10:30pm on a Friday night (tonight). An Amazon rep answered the phone, asked me a couple questions about the device’s behavior, and apologized to me several times. After 5 or 6 minutes on the phone, she promised to send me a replacement Kindle by Tuesday.

My experience with Amazon’s customer support has been amazing. I really enjoy my Kindle device. I recognize that it isn’t perfect…it can break and can malfunction. However, Amazon’s customer support is so easy to work with! I’m so impressed by how this person actually wanted to help me, actually did help me, and made me smile in the process. As I recall, I felt the same way after my first call to the support center.

I look forward to getting my replacement unit next week. Oh, and I’ll be ordering a new Kindle for my son’s birthday too. He uses mine too much so I decided to get him one.

Amazon, thanks for putting the customer first. You guys always make me smile.


Using the Virgin Mobile 2200 as a USB modem


I recently purchased the Virgin Mobile 2200 MiFi device. You can read about the device all over the ‘net, and reviews are generally favorable.


The device is primarily advertised as a wifi hotspot for up to 5 devices, but I’ve discovered that I can also tether it to my laptop. Why do that? Well, the device doesn’t have the best battery life. Connecting it to you pc or mac os x laptop will disable the wifi functionality, but it does charge the device. Sometimes you need to be online and charge the device simultaneously, and if you’re the only user, you may not really care if the hotspot wifi is disabled. In this situation, you can tether the device to your laptop, using it as a USB modem.

I used the short ~13-15″ black USB cable to connect the device to my Mac OS X laptop. When I first connected it, my laptop recognized the device and installed drivers. Once the drivers were installed, I rebooted the laptop. The installation added a Novatel Wireless Modem device in my Network settings

NewModemEntry.jpgThe “default” configuration installed the modem as an “Other” vendor, and selected the EVDO support for me.

Using the default settings, I simply clicked on the “connect” button, and I was connected to the internet. I’m typing and posting this blog using the modem functionality not the wifi connection. In fact, you can see that my settings (to the left) show that my only connectivity is my Novatel Modem.

Of course, all this functionality assumes you’ve gone through all the first steps to activate and enable your device. Don’t skip that. Instructions for initial setup are included in your purchase, so I won’t cover those instructions here.

The part that I find interesting is that NOTHING in the included documentation or online documentation will tell you about this USB modem functionality. The only thing said is that your wifi connectivity is disabled when you connect the USB cable to your laptop, which I did find out is true.

I’m generally pleased with the device so far. And it came in particularly useful for me this weekend, when my DSL service was disrupted. The $150 price tag is a bit steep, but the $40/mo unlimited data without a contract is very attractive.

In case I’ve diluted the point of my post, here’s the gist:

  1. Attaching the USB cable to your laptop will disable the wifi hotspot feature of the device, but does recharge the device’s battery.
  2. Although you can’t connect to the device wirelessly, you can use it as a USB tethered modem.
  3. My laptop (and probably yours too) recognized the device and installed appropriate Novatel Wireless Modem drivers.
  4. Nothing in the docs tells you that you now have a USB modem, but it does work and allows simultaneous recharging of its batteries while using it.