Hopefully this will help someone out before they decide whether to purchase the Luna Controller or not. I purchased the controller with the intention of using it to play via the Amazon Luna gaming app on my Fire HD8 tablet. Upon arrival everything was sealed and looked wonderful. It came with a small pamphlet that had simple, easy to understand instructions for various ways to connect the controller.. It can connect via Bluetooth, WiFi, and I believe a couple other options..
So I was surprised when I was unable to connect my controller. The pamphlet also had some troubleshooting info, so I tried them out, but failed to connect to my apartment building's wifi. I also was having trouble connecting the controller to my Fire HD8 tablet with Bluetooth as well.. Despite having an Echo Dot usually connected to the tablet with Bluetooth. (I disconnected it before attempting with the controller). After about 2 hours of failed troubleshooting, searching online, and tinkering with possible fixes, I was frustrated enough I decided to go ahead and contact Amazon's customer support.
However I was dumbfounded when upon clicking the "start chat" option in my Fire HD8's web browser, I was immediately redirected to Amazon's Shopping app in Android's Google store. Which can't be downloaded from any of their Fire tablets since they use Amazon's own Operating System, separate from iOS or Android. My Fire tablet can only download from the paltry few apps available on their own App store. Unfortunately after extensive searching and trying everything I could, I was always instructed to use a device with iOS or android in order to open a customer support ticket. Even if I'm trying to open a ticket specifically for the Fire HD8, which I also tried. Apparently its impossible to get customer support help using Amazon's own Operating System on their own product. They actually require you to use a 3rd party device in order to contact support at all.
Currently with my living situation, I do not own a working phone anymore, nor do I have a laptop. The Fire HD8 tablet is my only device capable of opening a web browser. I searched extensively for any possible way that I could contact Amazon's support team, and ultimately failed to ever get help for the original issue of trying to connect my Amazon Luna wireless controller..
My advice to anyone it may apply to, is that I'd only consider buying this controller or honestly any of Amazon's electronic devices (i.e. Fire tablets, Kindle, Luna, etc), if you already own a device with iOS or Android that you can use to contact their support if needed. However, I would strongly advise people against buying any device that uses Amazon's OS. On top of being unable to use an Amazon device to contact Amazon's own customer support, their App store leaves much to be desired of. For instance (if your interested in a controller I assume this will apply as well), they don't even offer support for apps like Discord. Which is one of the major social apps for Gamers. They only have an app that literally is just a shortcut link to Discord web page. My hope is that these problems will get addressed at least at some point in the near future.
But as of right now, I personally do not recommend buying the Amazon Luna controller if you plan to use it with another Amazon device like their Fire HD tablets.
It will ensure you won't have to deal with the massive headache I've had to go through, only to find out that bizarrely, Amazon's own OS doesn't seem to support using their own Customer Support software. Oh, and also, the Luna Controller apparently will not connect to certain WiFi networks such as my Apartment building's WiFi. (Free to use for the residents here but not public)
I can only guess that it won't connect because the signal isn't strong enough? Although I've had zero issues with the WiFi from my Nintendo Switch. So maybe just take my story as something to be wary of, if any of it applies to your life. Ultimately I never did get any help. The bottom line was that I absolutely must use a device with Android or iOS or have a working phone, if I want any sort of customer support from Amazon. But Fire tablets won't work, as utterly ridiculous as that is.
I gave it 3 stars though because at the least, as far as hardware goes, the Amazon Luna is as described, and it looks responsive and feels great in my hands. It seems like its high quality work.. I just can't actually use mine or get support help for it sadly haha.. Oh the box is kinda pretty too I guess.
I hope this is able to help somebody out there in a similar situation maybe. Personally I don't want to say I am for or against buying the controller. I think people should make their own conclusions after reading various reviews and testimonies from other customers. I actually am not looking for a refund for my purchase, to be honest, I just want it to work and I guess I'm hoping something will change and I'll be able to enjoy gaming with it as advertised.
But this is kind of a combined review for the Luna controller, the Fire HD tablets, and Amazon in general I guess, with the hopes things might change.
Oh one last thing. Apparently the free 30 day subscription you get for the Luna gaming app actually starts immediately on purchase or delivery.. Either way, I was emailed they tried to charge my card the monthly fee (I think it was $9.99) and resubscribe for a recurring payment. I didn't find out til after the 2nd time they tried unfortunately, so they did take another $10 on top of basically wasting $70 of my money on the controller, neglecting to mention you cannot contact support using their own products and software. If Im ever able to get it working though ill definitely provide an update.
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