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Customer Discussions > Kindle forum

KFHD 8.9 two questions


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Initial post: Dec 20, 2012 6:48:30 AM PST
Last edited by the author on Dec 20, 2012 7:51:26 AM PST
Bill Hansen says:
I need a little hand-holding on two items.

First, I agreed to the Amazon Prime membership, but I don't see an confirmation (on my KF) that I belong. A member of this forum reports that if I don't see it, they haven't processed my order, and I don't yet belong to Prime. How can I correct this? (see also below about contacting customer support)

Second, I "purchased" for $0.00 the app for CNN. I have been credited with purchasing that app. Directions on the KF tell me to go to the "APPstore" and click on the app to install it. I know I'm probably doing this wrong, so please give me some directions. Bringing down the Notification bar, I click on Apps, then Cloud, then "Search Appstore" - click on the CNN app - but all I get is the invitation to purchase the app again. [If I click on Apps/Device, there's no CNN app there. Click on Library from Apps/Device/ and I just see the apps which are already on my KF, and these do not include the CNN app]

Going to my Orders online, the same thing - I just get asked to buy the app again. If I try to buy it again, I get the message that I've already bought it, so I'm stuck.

What should I do differently? The actual app itself doesn't appear in Apps. In fact, there's not much at all there, except for several games and my Favorites (Gmail, Contacts, Calendar, Weather Channel, etc)

A person here suggested that I "phone customer service" about the non-recognition of lack of recognition of my Prime membership (and maybe the lack of ability to install the CNN app too?). This works a little differently on my sample of the KFHD 8.9: only by clicking the Favorites star at lower right of the home screen is the Help button seen. Clicking on that brings up the options for support. Phone supoort was relatively quick and easy (fourth phone call brought prompt and very helpful answers).

Posted on Dec 20, 2012 6:51:45 AM PST
First off.... have you synced your new Fire?

In reply to an earlier post on Dec 20, 2012 6:51:49 AM PST
To contact Kindle support, click on help at the top or bottom of any Amazon page and then click on the Contact Us button on the next page. I suggest using the phone for quickest response. If the option to have Amazon call you is there, I would use it as they call within 1 minute and have all your info in front of them.

I don't have a Fire so I can't help on the app questions

In reply to an earlier post on Dec 20, 2012 6:52:45 AM PST
Near the center at the top of this page, click the blue Help link. Then click the giant yellow Contact Us button.

Posted on Dec 20, 2012 6:54:44 AM PST
FlyingAce says:
I don't have the KF HD, so I can't help on your first questions, but as for contacting customer service, click 'Help' at the top of the screen, then there is a yellow 'Contact Us' button in the right sidebar, click that. Enter the appropriate information about your issue. Below there will be a section for how you want to contact them. The choices are email, chat, or have them call you. Email is by far the slowest. Chat will open up a window where you will be messaging back and forth with someone. This is good because you can take your time writing out your problems, and I have had the best luck with this method. Call you will have a rep call you, usually within 2-3 minutes.

Also I have seen this number for customer service posted around on other posts: 1 866 321 8851 I have no idea if it is valid, as I have never used it.

Good Luck!

In reply to an earlier post on Dec 20, 2012 7:24:47 AM PST
Bill Hansen says:
coleen - Yes, I pressed on the "Synch" notofication, the little arrows went round and round - then as far as I can tell, nothing was different.

In reply to an earlier post on Dec 20, 2012 7:44:19 AM PST
Bill Hansen says:
colleen - Yes, I did synch it. Pressed the circle of arrows at top, they circled, and I guess I'm synched.

Posted on Dec 20, 2012 7:48:11 AM PST
Bill Hansen says:
Vickie and Dittie - Thanks - I guess my KF is set up differently. There's no Help indication on any of the screens, except for the Favorties button (star ideogram, lower right), and that worked well: it's not a straightforward phone call, but much better than most online tech supports - on my *fourth* attempt to phone, I actually got through to an Amazon rep who was able to help me with two of my questions.

Posted on Dec 20, 2012 7:48:33 AM PST
some apps are not compatible with the hd and do not show up in the cloud even if you already had them

In reply to an earlier post on Dec 20, 2012 7:53:06 AM PST
It's not a setting or menu on the device itself. It's at the top of this web page, even in the mobile version.

It's not unusual for phone numbers to be deleted here. That's why most of us just point out the Help link. Also, that number is just for the U.S., and lots of people outside the U.S. can't be bothered to tell us that information.
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Discussion in:  Kindle forum
Participants:  6
Total posts:  10
Initial post:  Dec 20, 2012
Latest post:  Dec 20, 2012

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