John Biggs on the new Kindle Fire HDX:
Amazon has also added Mayday, a 24/7 customer support solution that allows you to ping Amazon support people. The service is ingenious. Remote support folks appear in a little video window and can annotate your screen with arrows and even touch UI items. You can mute them so they can’t hear your discussion and block them from seeing your screen if something… untoward appears. It is a free solution to family tech-support problems, and as long as you’re online you can access the service at any time. It is, in a word, amazing.
Just to echo my comments last night, this sounds great for “normals” — it’s a remote, 24/7 Genius Bar. But I find it very hard to believe that something like this can scale. While it’s true that Amazon already has a robust customer support system, I assume these… let’s call them Fire OS Geniuses… are likely going to have to be a cut above typical support (in expertise, demeanor, and presumably pay).
And they’re just one button touch away. What if Amazon sells millions of Kindle Fire HDXs? Are they ready to have hundreds of thousands — or millions — of people clicking that button at any minute? Is there a notion of “Mayday Holding”?
Of course, Amazon has thought about all this already. And if anyone can scale such a service, it’s them. I do wonder if this just means they don’t anticipate selling that maybe HDXs, at least at first. For now, I’ll chalk it up to Jeff Bezos’ latest brilliant chess move.