Rick Rice-Amazon-1697028150

I contacted customer service about a problem that I thought was Kindle related; after the fact I figured out that it caused by something else. However, I gave the customer service representative access to both of my Kindle Fires. I don’t know how he did it, but he deleted all of my bookmarks; several hundred. When I called back the next day I was told that the person who caused the damage never noted exactly what he did, so the second person was essentially working in the dark. She told me she would research the problem and call me back later. When I received the call back all I could hear were a lot of voices and couldn’t make out what she was saying. I stated this several times and after a minute just hung up. I received no other calls. I waited 2 days and called again. This person told me that the only way to get my bookmarks back was to do a factory reset as stated in Backup and Restore in Settings on both of my Kindles. I did the reset but my bookmarks, as well as my documents and music, never returned. I called again. This person told me that there was no way to get my bookmarks back despite Backup and Restore having been turned on since I got the devices. When pressed she sounded like a recording just saying the same thing over and over. I asked to speak to a supervisor. The supervisor just repeated what the customer service representative had been saying. I asked for the technical reason why I couldn’t retrieve my data since it clearly states in Settings that “data can be restored to a new or factory-reset device. Backup runs automatically every 24 hours when your device is on standby and connected to Wi-Fi,” which mine is continually. He told me my device must be defective. (This would mean Amazon sold me a defective device.) I asked about this issue being bumped up to your technical team. He advised me that Amazon doesn’t have a technical team. After debating the issue back and forth, he became noticeably frustrated, and stated that he would notify the technical team to correct that statement in Settings. I pointed out that he told me that there was no technical team. He then told me that he could access it but that I couldn’t speak to a technician. He advised that he would present my problem to them but was sure there was nothing they could do. To summarize: • An Amazon customer service representative essentially caused damage to 2 of my devices. • Another customer service representative told me to factory-reset my devices. All this accomplished was losing my documents, music and settings. • The final outcome is that a customer service supervisor told me that I had been sold a defective device and that the information in Settings is wrong and that nothing can be done to retrieve my lost bookmarks and other data. Now. I know a bit about computers. When I purchased my most recent Kindle Fire I downloaded my bookmarks etc. into it from the Amazon cloud. That means that my bookmarks have to have been stored somewhere. Your customer service staff can’t seem to grasp this fact. Instead of helping me to resolve this issue, which correct me if I’m wrong, is their job, they just kept stating that nothing could be done. They’re not technicians so are not going to be familiar with the actual internal workings a Kindle. If they were, they would be able to explain to me why my bookmarks etc. can’t be retrieved. Instead of giving me access to someone who could likely resolve the problem they just kept repeating the same statement over and over. It was like a child being told “Because I said so” and never being given a reason. When speaking to them it’s very easy to tell that they’re just looking things up and are completely lacking in the necessary skills to address anything more than the most basic problems. I have multiple Amazon devices in my home, have been a Prime member for years and spend thousands of dollars each year at Amazon. I don’t think it’s unreasonable to expect better treatment. So. Is there anything you can do to actually address this issue?