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I e-mailed amazon using a feedback form[1]. following is what I wrote. I appreciate if other kindle owners can do the same to help Linn and for the greater good

by chanux 14y ago

I e-mailed amazon using a feedback form[1]. following is what I wrote. I appreciate if other kindle owners can do the same to help Linn and for the greater good. Dear Amazon, Your service was really nice to me so far. But I happened to read a news that was not comforting. Following is a link to the story. http://www.bekkelund.net/2012/10/22/outlawed-by-amazon-drm/ http://www.bekkelund.net/2012/10/22/outlawed-by-amazon-drm/ This makes me hesitant about making any future purchases. I understand your right to act against any abuse but I also believe that users have a right know what was really going on, especially when they are being totally banished. This email is to direct your attention towards the problem so you can have another chance of finishing things in a nicer way. I strongly believe DRM sucks but I also believe there are valid reasons for it to be there. The problem is not black or white. I'd like to see a solution that is acceptable for both parties (Amazon and the customer). Thank you [1] https://www.amazon.com/gp/help/contact-us/kindle-help.html/ref=kindle_help_forum_cu https://www.amazon.com/gp/help/contact-us/kindle-help.html/r...

yajoe 14y ago
One data point: I work on the Kindle and have a pretty good understanding of how the device works. I'm not aware of how to wipe the device remotely. It's possible to revoke licenses for DRM content, but I have no idea how to remove all books. I can't explain how to reproduce what the blog describes happened. If this person did in fact purchase DRM content and Amazon revoked it, then at a minimum the person should get a refund. There are ways that happens automatically (because it's the right thing for the customer -- Amazon doesn't want to take sides in the bigger debate). Since I don't see the refund mentioned I think there is more going on than "your account is connected to a flagged account." Edit: SeanDav@ Deleting Amazon Account != wiping content from the device. They're different. It sounds like the person's account was deleted, but it shouldn't impact what's on the device save the revoked DRM licenses. Edit 2: randartie@ I'm not blaming the victim, but refunds happen automatically if the customer originally paid for the content. There's a whole bunch of safeguards we have in place to protect customers and their content; this kind of sensational FUD continues to annoy me.
- sigkill 14y ago
  I vaguely remember reading somewhere a long time ago that on books that show "Delete" they can't do anything, but on the ones that show "Remove from device" they can control your access to the book. This would mean, the only way to save your investment on the Kindle would be to strip DRM using calibre (or the unswindle tool) and transfer those copies to your Kindle. Well, obviously this negates the entire point if you have 3G but maybe you'd have to host stuff on your own private server if you want all your books available all the time.
- rmc 14y ago
  at a minimum the person should get a refund. There are ways that happens automatically (because it's the right thing for the customer -- Amazon doesn't want to take sides in the bigger debate) Minor quibble. Yes deleting & giving a refund is more moral than deleting without a refund. But deleting someone else's property without their consent is very unethical, and is not "the right thing to do".
- SeanDav 14y ago
  Any time you access Amazon from your Kindle they have the ability to delete content on that Kindle, in fact just being online with your Kindle is likely sufficient to have Amazon delete your content
- randartie 14y ago
  I think DRM revocation was a side effect of the fact that they closed her entire Amazon account for possibly violating an Amazon policy. That's why there is no refund. As well, I don't see any reason why Amazon would not state what policy the 'linked' offending account was in violation of. It's easy to just blame this lady by saying more is going on that we don't know about.
- eclipxe 14y ago
  You can tell yajoe is an Amazon employee by his use of "SeanDav@" and "randartie@".
  - Strshps1MoreTim 14y ago
Torrents 14y ago
Thanks for the link! Just sent this: Dear Amazon, Your Kindle service has been fantastic so far. I've only purchased a few books but my experience with your content and apps has been great, and I appreciate what you provide. However I just read the account of one of your users who claims her account was closed, all of her content remotely erased from her device, and she was given no information or recourse regarding the reason for these actions: http://www.bekkelund.net/2012/10/22/outlawed-by-amazon-drm/ http://www.bekkelund.net/2012/10/22/outlawed-by-amazon-drm/ I have no idea if this account is true, but if so it would be utterly appalling. The thought of such awful customer service is disturbing, and the idea that content I paid for could simply be revoked (as it was in the case of Orwell's work "1984") is chilling. Tales like this make me worry about purchasing Kindle content because of the risks involved. Is there any reassurance you can give me regarding: 1. Your content deletion policy 2. Your policies towards giving fair warning and a chance to defend themselves to users before condemning them as some sort of malicious users? 3. Your policies regarding disclosure of the reasons for suspending someone's account? Is it within your policy to refuse to give users information? Thank you

by chanux 14y ago

yajoe 14y ago

One data point: I work on the Kindle and have a pretty good understanding of how the device works. I'm not aware of how to wipe the device remotely. It's possible to revoke licenses for DRM content, but I have no idea how to remove all books. I can't explain how to reproduce what the blog describes happened. If this person did in fact purchase DRM content and Amazon revoked it, then at a minimum the person should get a refund. There are ways that happens automatically (because it's the right thing for the customer -- Amazon doesn't want to take sides in the bigger debate). Since I don't see the refund mentioned I think there is more going on than "your account is connected to a flagged account." Edit: SeanDav@ Deleting Amazon Account != wiping content from the device. They're different. It sounds like the person's account was deleted, but it shouldn't impact what's on the device save the revoked DRM licenses. Edit 2: randartie@ I'm not blaming the victim, but refunds happen automatically if the customer originally paid for the content. There's a whole bunch of safeguards we have in place to protect customers and their content; this kind of sensational FUD continues to annoy me.

sigkill 14y ago
I vaguely remember reading somewhere a long time ago that on books that show "Delete" they can't do anything, but on the ones that show "Remove from device" they can control your access to the book. This would mean, the only way to save your investment on the Kindle would be to strip DRM using calibre (or the unswindle tool) and transfer those copies to your Kindle. Well, obviously this negates the entire point if you have 3G but maybe you'd have to host stuff on your own private server if you want all your books available all the time.
rmc 14y ago
at a minimum the person should get a refund. There are ways that happens automatically (because it's the right thing for the customer -- Amazon doesn't want to take sides in the bigger debate) Minor quibble. Yes deleting & giving a refund is more moral than deleting without a refund. But deleting someone else's property without their consent is very unethical, and is not "the right thing to do".
SeanDav 14y ago
Any time you access Amazon from your Kindle they have the ability to delete content on that Kindle, in fact just being online with your Kindle is likely sufficient to have Amazon delete your content
randartie 14y ago
I think DRM revocation was a side effect of the fact that they closed her entire Amazon account for possibly violating an Amazon policy. That's why there is no refund. As well, I don't see any reason why Amazon would not state what policy the 'linked' offending account was in violation of. It's easy to just blame this lady by saying more is going on that we don't know about.
eclipxe 14y ago
You can tell yajoe is an Amazon employee by his use of "SeanDav@" and "randartie@".
- Strshps1MoreTim 14y ago

Torrents 14y ago

Thanks for the link! Just sent this: Dear Amazon, Your Kindle service has been fantastic so far. I've only purchased a few books but my experience with your content and apps has been great, and I appreciate what you provide. However I just read the account of one of your users who claims her account was closed, all of her content remotely erased from her device, and she was given no information or recourse regarding the reason for these actions: http://www.bekkelund.net/2012/10/22/outlawed-by-amazon-drm/ http://www.bekkelund.net/2012/10/22/outlawed-by-amazon-drm/ I have no idea if this account is true, but if so it would be utterly appalling. The thought of such awful customer service is disturbing, and the idea that content I paid for could simply be revoked (as it was in the case of Orwell's work "1984") is chilling. Tales like this make me worry about purchasing Kindle content because of the risks involved. Is there any reassurance you can give me regarding: 1. Your content deletion policy 2. Your policies towards giving fair warning and a chance to defend themselves to users before condemning them as some sort of malicious users? 3. Your policies regarding disclosure of the reasons for suspending someone's account? Is it within your policy to refuse to give users information? Thank you