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So far I've seen a few comments criticizing Mayday, because of claims that "it should just work, like Apple". In fact, Apple offers free "setup" service at an A

So far I've seen a few comments criticizing Mayday, because of claims that "it should just work, like Apple". In fact, Apple offers free "setup" service at an Apple Store when you buy your device, and 90 days of unlimited phone support once you leave the store[1]. Plus the free Genius Bar appointments, even after you're well out of your warranty period. Mayday is really fascinating, because it seems like Amazon's attempt to adapt the Genius Bar to their business model. You can argue that having enough tech support people to cover the feature might get expensive, but I could see it having a 'ring-back' notification, where you ask for help, and then your tablet will notify you when a support person is ready. Compared to the cost of having a bunch of flagship retail stores (staffed by a bunch of greater than minimum wage "Geniuses", governed by whatever local labour laws apply), I guess we'll have to wait and see which approach proves more cost effective. 1. http://www.apple.com/retail/personalsetup/ http://www.apple.com/retail/personalsetup/

jzwinck 13y ago
Of course it should have a ring-back feature. Not only is it a good idea for reducing customer wait times and frustrations, it is a feature Amazon already implemented several years ago for their regular customer service. Around 2010 I placed an order and quickly realized I had made some stupid mistake--I think I had left some of my items in the wish list or so. I clicked through the support option on Amazon.com and it asked me for my phone number. I entered it, and the site gave me some clue about how long I'd wait (only a few minutes). Before long, the phone rang, and the person on the other end immediately resolved my issue, corrected it with a level of calm reassurance I hadn't experienced since something with LSI RAID support in 2007 (a higher-margin business with real critical stuff on the line, not my BS shopping cart mishap!). Before that little episode (which lasted all of ten minutes), I liked Amazon. Afterward, I rarely considered buying elsewhere.
- bostonpete 13y ago
  Agreed -- I had a similar experience with my wife's original Kindle Fire. I got a prompt callback from someone who knew what they were talking about (not just someone obviously walking through a script and telling me to do things I already said I had done). When it turned out to be a problem with the device, they made it stupidly easy to replace the device. I'd much rather deal with good phone support with little hassle than have to trek to a mall to get to a store where I can talk to an expert. Sure the face-to-face support is probably more comforting to some, but many people in that camp probably wouldn't feel comfortable buying such a device online to begin with.
  - alanctgardner2 13y ago
    I think the video chat component of this is to assuage the 'face-to-face support is more comforting' crowd. If my mum can get the callback, see the person, talk to them, and have the steps explained, it'll vastly reduce the number of service calls I get ;)

jzwinck 13y ago

Of course it should have a ring-back feature. Not only is it a good idea for reducing customer wait times and frustrations, it is a feature Amazon already implemented several years ago for their regular customer service. Around 2010 I placed an order and quickly realized I had made some stupid mistake--I think I had left some of my items in the wish list or so. I clicked through the support option on Amazon.com and it asked me for my phone number. I entered it, and the site gave me some clue about how long I'd wait (only a few minutes). Before long, the phone rang, and the person on the other end immediately resolved my issue, corrected it with a level of calm reassurance I hadn't experienced since something with LSI RAID support in 2007 (a higher-margin business with real critical stuff on the line, not my BS shopping cart mishap!). Before that little episode (which lasted all of ten minutes), I liked Amazon. Afterward, I rarely considered buying elsewhere.

bostonpete 13y ago
Agreed -- I had a similar experience with my wife's original Kindle Fire. I got a prompt callback from someone who knew what they were talking about (not just someone obviously walking through a script and telling me to do things I already said I had done). When it turned out to be a problem with the device, they made it stupidly easy to replace the device. I'd much rather deal with good phone support with little hassle than have to trek to a mall to get to a store where I can talk to an expert. Sure the face-to-face support is probably more comforting to some, but many people in that camp probably wouldn't feel comfortable buying such a device online to begin with.
- alanctgardner2 13y ago
  I think the video chat component of this is to assuage the 'face-to-face support is more comforting' crowd. If my mum can get the callback, see the person, talk to them, and have the steps explained, it'll vastly reduce the number of service calls I get ;)