My Kindle experience so far leaves something to be desired

Posted: November 15th, 2011 | Author: | Filed under: Business, Gadgets, Web/Tech | Tags: , , , , , , , , , , | 13 Comments »

I’ve been trying to decide recently whether to stick with physical books, or go to e-readers. It wasn’t that hard to make that decision – I’ve been trying to make my life paperless, and have done quite well so far, so I figured an e-reader would help even more with that goal. Then the harder decision was which e-reader. Kindle, Kobo, Sony…? Each had their advantages and disadvantages, especially to people in New Zealand (Kobo is linked more directly with New Zealand booksellers). But I eventually decided on the Kindle because they have a larger range of books and lower prices, and I liked their design better.

The next decision was which Kindle to get. Amazon had just brought out the new Kindle Touch and normal Kindle. I figured I’d go with the Kindle Touch, but then saw that people were frustrated with the touchscreen, and it wasn’t shipping to New Zealand yet. But I wanted a keyboard to be able to annotate what I read (I annotate a lot), and the normal Kindle didn’t have that. So, that left me with the Kindle keyboard.

But that’s not all. I then had to decide between the WiFi only version and the WiFi plus 3G. I read up on it, and found out that the 3G could be very useful as I could use it as emergency Internet access if I was traveling and couldn’t get WiFi anywhere. Amazon made it seem as though I could access the Internet (Facebook, emails, in basic form) through the experimental browser in any country in the world for free. So, it seemed like that made sense considering it was just less than $100 more for the 3G access.

Finally. Decided on the 3G Kindle Keyboard, and went and got it. But that wasn’t the end of my frustration.

I’m writing this post to say two things. Firstly, to explain my experience. And secondly, to suggest to Amazon that they make the Kindle experience better for international buyers.

So I fired up the Kindle as soon as I got home, and immediately opened up the Kindle Store to search for some books. I’m reading The Godfather, by Mario Puzo, at the moment to take my mind off of studying when I need a break (it does it very successfully). I searched for that – nope, not available on my Kindle. I then searched for The Fountainhead, by Ayn Rand, which I’ve been wanting to read ever since reading Atlas Shrugged. Not available. I searched for The Gatekeepers, a book about the US college admission process – not available.

All three of these books were ones that I had searched for on the Amazon website prior to getting the Kindle. They all said they had Kindle versions. But once I get my Kindle, it turns out I can’t get them. Why? Because I live in New Zealand. For whatever reason, they aren’t available on Kindle when you live down here.

Secondly, I found a couple of books that were available. I had seen on the Amazon website that they were either free, or 99cents each. But on my Kindle, they were $2 to $3. Not sure why that is, but I’m guessing it’s because I live down here.

In this whole process of searching for a Kindle and getting it, Amazon never made me aware that some books would not be available to me in New Zealand, or that they would be more expensive. There was specific information they showed me about using Kindle in New Zealand, which said that I would have access to hundreds of thousands of books. I figured it was the same number of books that customers in the US got access to.

One more thing. While I had been made to believe through the Kindle product page on Amazon’s website that I could use the 3G access anywhere in the world, that isn’t the case. I can use the 3G anywhere to search the Kindle Store, but not to use the experimental browser – “Access not available in your country”. Therefore one of the key reasons I opted to get the 3G version doesn’t actually exist anymore.

So, two suggestions to Amazon:

1. Simplify the process of choosing a Kindle. Take lessons from Apple about making customer choice an easy thing. Many potential customers might have given up on getting a Kindle because they couldn’t decide on which model to get.

2. Be open and honest about the experience that international customers are going to have with the Kindle. While you don’t specifically state that international customers will have access to the same books at the same prices (and 3G) as US customers get, it was implied. I felt cheated because you didn’t tell me that before I purchased. If you’d told me, I would have still purchased, but felt better about the whole experience.

  • Lance Wiggs

    The kindle experience is a US-centric one. So you’ll need to attach a US credit card with a US address to your amazon account, and use the US store for purchases. If the card is not yours, then use your NZ credit card to purchase a series of gift cards for yourself, and stay in credit. That way the US card is never pinged.

  • http://twitter.com/kiwispouse Kelly Faulkner

    no, that’s nook. kindle allows users to purchase around the world. i’m american, and i use my nz credit card all the time (unfortunately!) 

  • http://twitter.com/kiwispouse Kelly Faulkner

    michael, i’m surprised you bought a kindle at all. why didn’t you just download the free kindle app on your ipad/tablet? (and i really want to know the three books you couldn’t find!) i use it, and i haven’t had any of the problems you’re experiencing, which makes me think it’s a direct result of the nz-approved kindle device? one of the reasons i went kindle was because you can purchase out of the usa, unlike barnes and noble’s nook (i was a long-term bn customer). what’s the point of an e-reader if you have to be tethered to the usa?

  • http://twitter.com/kyky_b Kyky Bendahan ✡

    I use a venezuelan credit card and yet get all the US benefits because i set my account to be US, even thought i bough the Kindle 3G International version. Email the customer service, they are very helpful. And yes, you can access mobile version of many websites and also other websites too (no flash supported, thou)

    Good luck, kid!

  • http://mmoorejones.com Michael Moore-Jones

    I can’t access mobile versions of any websites. Like I said in my post, it comes up with “Access is not available in your country”.

  • http://mmoorejones.com Michael Moore-Jones

    I wanted the e-ink screen. Hate reading for more than ten mins on the iPad! I think it must be because it’s an NZ approved device, or perhaps because I’ve put my billing address as NZ. 

  • http://mmoorejones.com Michael Moore-Jones

    No, I think Lance is right. To access the US Kindle store I need a US credit card and US address on the account. (And thanks for the tip about gift cards Lance!).

  • http://twitter.com/kiwispouse Kelly Faulkner

    it must be the device then, because i use my nz credit card and nz billing address (i checked, just to make sure i wasn’t talking out my bum) and have spent wayyyyy too much on books since i installed the darn thing. on the bright side, i’ve been reading a lot! pity about that – seeing them in dick smith, i had thought “cool,” though i wasn’t about to spend money on a device that only reads. on my tablet i have the kindle app, comical, and adobe something or other for epub. between the 3 of them, i read books, mags, comics, and … just about anything, really, and all 3 were free. gonna keep it?

  • http://twitter.com/kiwispouse Kelly Faulkner

    i’m thinking device :O(

  • Guest

    Do you have some news about Kindle Touch in NZ? I found http://www.ereadernewzealand.com said that they have some chance of Kindle touch to be available in new zealand after they serve enough customer in USA – Does this real?

  • Guest

    So did you end up figuring it out?
     

  • http://ereadernz.com/ kindle touch nz

    Kindle Touch now Official Ship to NZ at http://ereadernz.com/

  • Thomas Nelson

    It’s vodafone I think.  For it little while after the kindle released here, the function worked – now it doesn’t.   Although, thankfully – wikipedia does…