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An Apology from Amazon

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Initial post: Jul 23, 2009 12:16:06 PM PDT
This is an apology for the way we previously handled illegally sold copies of 1984 and other novels on Kindle. Our "solution" to the problem was stupid, thoughtless, and painfully out of line with our principles. It is wholly self-inflicted, and we deserve the criticism we've received. We will use the scar tissue from this painful mistake to help make better decisions going forward, ones that match our mission.

With deep apology to our customers,

Jeff Bezos
Founder & CEO
Amazon.com

Posted on Jul 23, 2009 12:17:45 PM PDT
Selena says:
whoa! thanks for posting!

Posted on Jul 23, 2009 12:17:52 PM PDT
Last edited by the author on Jul 25, 2009 8:15:13 AM PDT
Thanks. It wasn't that big a deal to me anyway.

Posted on Jul 23, 2009 12:18:28 PM PDT
That took a lot of courage Mr. Bezos. Still a very loyal Amazon customer here. :)

Posted on Jul 23, 2009 12:19:48 PM PDT
Last edited by the author on Jul 23, 2009 12:33:37 PM PDT
zmw says:
amazing apology

Edit: However, I don't want to receive illegal books so I was fine with the deletion of my Ayn Rand. Still waiting for the real one. And if I have your ear, folders, please.

Posted on Jul 23, 2009 12:22:11 PM PDT
E. H. Hanks says:
I just got my kindle today. I can tell you the issue possibly of deleting copies without permission was considered heavily. Thank-you for respecting what shred of autonomy I have left... :)

Posted on Jul 23, 2009 12:22:39 PM PDT
Last edited by the author on Jul 23, 2009 12:23:25 PM PDT
Thank you for posting. I appreciate the admission; to be fair, I thought it was a matter of a lapse in judgment and counter to your company image. I'm happy with the resolution.

Posted on Jul 23, 2009 12:24:21 PM PDT
Last edited by the author on Aug 18, 2009 4:32:57 PM PDT
Nobody ever said that Amazon was lacking in "amazing" customer service. It shows at the top and filters down. Thank you for your mea culpa. Now, it will be interesting to see how Amazon handles future (possible) illegal downloads and potential license holder's lawsuits -- maybe a more extended time before posting to search out ownership?

Posted on Jul 23, 2009 12:24:29 PM PDT
Unca Roggie says:
How can we be SURE that was really JEFF and not one of the Kindle Klowns in here, yanking our chains?

Posted on Jul 23, 2009 12:24:31 PM PDT
[Deleted by Amazon on Jul 24, 2011 1:03:55 PM PDT]

Posted on Jul 23, 2009 12:25:59 PM PDT
S. Dunham says:
Actually, i don't think an apology was needed. I think Amazon did the right thing. But, it was a very nice apology. I'm sure there will be people that complain about this as well.

In reply to an earlier post on Jul 23, 2009 12:26:24 PM PDT
[Deleted by Amazon on Jul 24, 2011 1:03:55 PM PDT]

Posted on Jul 23, 2009 12:26:53 PM PDT
I think that little "ANNOUNCEMENT" at the top of the thread is only an Amazon capability. But Unca, you might have a point: yes a "conspiracy to impersonate Jeff Bezos" thread is next....

Posted on Jul 23, 2009 12:27:07 PM PDT
Last edited by the author on Jul 23, 2009 12:30:08 PM PDT
Boni says:
Jeff, Thanks for posting in Your Forum(s).

Actually, I think we're all in new territory and learning as we go, which is understandable.

Thanks for a great product and your customer service, plus the forum.

In reply to an earlier post on Jul 23, 2009 12:28:02 PM PDT
WOW!

Posted on Jul 23, 2009 12:28:29 PM PDT
Maggie Leung says:
Yeah, Amazon botched it, but I figured any company with your track record would work things out.

Posted on Jul 23, 2009 12:30:00 PM PDT
LuvTOOread says:
Wow! Thanks so much. This speaks volumes about Amazon. My loyalty keeps getting stronger. :)

Posted on Jul 23, 2009 12:30:57 PM PDT
Cool...he likes milk and cookies!! LOL

In reply to an earlier post on Jul 23, 2009 12:32:42 PM PDT
Selena says:
I noticed that too - my kind of guy!

Posted on Jul 23, 2009 12:33:53 PM PDT
Pamela says:
Wow. Thank you Mr. Bezos. I am a loyal Amazon customer, and while I felt the Orwell situation might have been better handled, I remain completely in support of Amazon, and impressed by your response and apology.

Posted on Jul 23, 2009 12:36:21 PM PDT
The Niv says:
Two bad books out of hundreds of thousands, no worries.

Thank you for such a powerful display of character.

Posted on Jul 23, 2009 12:42:44 PM PDT
Peter Craine says:
If I unwittingly purchase an illegal copy of an ebook, I see no problem with Amazon deleting it from my Kindle as long as I get a straightforward explanation and an immediate refund. I have no desire to own stolen merchandise.

A lot of people seem to think an apology was necessary. I don't, but thanks anyway. Good for you.

Posted on Jul 23, 2009 12:45:36 PM PDT
Stewart says:
Thanks for coming forth. We appreciate it. You did the right thing by pulling the illegal copies.

Don't forget we are "waiting for folders, LOL"

Posted on Jul 23, 2009 12:49:28 PM PDT
Gables Girl says:
I saw nothing wrong with what was done since they were illegal, but I thought the way it was handled was not up to Amazon standards. Thank you for showing that you agree, good for you that you stood up and admitted it.

Posted on Jul 23, 2009 12:49:58 PM PDT
Drakustal says:
While it might have been handled better I think you did the right thing for an immediate fix. I'm glad you are thinking of new ways to fix this in the future to keep the privacy hungry part of the public happy and show that you aren't the "draconic" company they keep thinking you are. I have always thought Amazon has done a pretty good job of keeping things fair and right. And I'm very impressed that you have come out with an apology where many CEOs of companies would normally just tell the nay sayers where to go if anything at all. Thank you and keep up the good work and my respect will keep growing.
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Discussion in:  Kindle forum
Participants:  529
Total posts:  2021
Initial post:  Jul 23, 2009
Latest post:  Mar 25, 2013

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