August 11th, 2014 | By illtal
Looks like the “Share” button has returned to Cloud! I’m happy it was returned, but they really should have prepared customer service better during the disruption.
Up until now, I’ve been reasonably happy with Amazon‘s Cloud storage service. Whenever I needed to send snippets or wave files to an artist, I would utilize the “share” feature to generate a download link. It worked great because the links never expired, there were no ads, and Amazon’s servers are reliable. However, that all changed about a week ago…
Apparently, Amazon removed the “share” option completely with a recent update of the online interface. At first I thought maybe I just couldn’t find it. I searched “help” but “share” was missing. I even Googled “how to share a file via amazon cloud” and cached versions of the help pages prove that it did exist and I wasn’t crazy.
So I visited the “Contact Us” section to see what I could find…
1. Online Chat – Online chat was by far the LEAST helpful channel. I was transferred SIX times in 5 minutes without anyone answering my question. Finally, the 6th person explained that Cloud support is not available via “chat” and asked for my phone # so a representative could call me…
2. Phone Rep – Within a few minutes I got a call and was connected to Cloud support customer service. The tech explained that yes, file sharing had been disabled TEMPORARILY. He stated that he could not provide an ETA, but I should consider it temporary. (odd, because they removed it from the “help” section, right?)
3. Email – Still not satisfied, I emailed Amazon as well. The first response made it seem like “File sharing” was never a feature, but they would let me know when it was added… Um….
Not satisfied, I responded and received a moderately different answer stating that “privacy and security issues” were to blame.
Interesting that isn’t the answer I got from the phone rep.
4. Twitter – I didn’t get any response womp womp…
5. Facebook – FB had the least insight to offer, but was the most reactive.
Overall, I think it’s poor service to not inform paying customers that a feature of their service will no longer be supported or explain why. At the very least, they can update their customer service reps about the situation and how to handle better.
Also, rumors are saying that it’s not a security issue, but rather Amazon is receiving pressure because of copyrighted material being shared (i.e. movies and music).
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