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Wait times for Amazon's Mayday service on the Kindle Fire HDX tablets were as low as just 9 seconds on Christmas day

Posted: , by Chris P.

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Wait times for Amazon's Mayday service on the Kindle Fire HDX tablets were as low as just 9 seconds on Christmas day
Amazon's refreshed Kindle Fire HDX 7 and HDX 8.9 tablets made their official entry into the market back in September, a market that is rapidly turning into a dog-eats-dog type deal. Margins have been going down in the race to the bottom, yet, miraculously, Amazon has kept a steady hand. The two slates pack some of the most powerful internals one can find in a tablet nowadays – a 2.2GHz quad-core Snapdragon 800, along with 2GB of RAM and super-crisp displays.

But, it's the special 'Mayday' software feature that both slates pack that is really forcing us to reconsider the notion of value for money. Mayday is a 24/7 remote helpline, available to all HDX tablet owners, that will instantly bridge a video connection with an Amazon tech rep. Said reps offer help with pretty much everything related to your tablet, and can even draw on your interface to better direct you, or altogether take full remote control of the device. Pretty awesome, no? Anyway, upon release, the e-tail giant promised that response times will be kept under the downright amazing 15-seconds threshold, and if the company's latest press release is to be trusted, the company sure delivered. According to Amazon, busy (or lax, depending on the perspective) periods, such as on Christmas day, were handled with enviable efficiency – Mayday calls were picked up in just 9 seconds on average:

We set a goal for ourselves to have a response time of 15 seconds or less when a customer tapped the Mayday button—we’re proud to say that on Christmas Day we met this goal, with an average response time of just 9 seconds,” Dave Limp, Vice President, Amazon Kindle said. “We’re excited that millions of customers opened a Kindle Fire tablet this holiday season, and we’re glad so many customers tried out the Mayday button.”

With reports claiming that Amazon unloaded over 400 items per second during the holiday season, it's only natural to see the Kindle Fire HDX tablets sell like hotcakes. That, in turn, makes Amazon's achievement all the more impressive. Seeing as this is still a unique feature, one could see how a bunch of comical scenarios could play out. According to Amazon, a young girl using their tablet accidentally clicked the Mayday button and screamed in horror once a tech advisor popped onto her screen. This being Christmas day we're talking about, a bunch of carolers called in and sang to the team, spreading some holiday cheer. For these and a few more stories, check out the full press release right below.

Press Release

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posted on 27 Dec 2013, 07:58

1. JewBakaUCFG (Posts: 173; Member since: 25 Sep 2012)


So what variables are we talking about that factor intot he response time? Network speeds? Amount of reps available to help? Issues with other customers?

I think that if the main reson people dialed into Mayday on Christmas day was to test the feature, then of course wait times are going to be low. And I am sure Amazon staffed more people than usual for the holiday. What were the highs on the wait times?

Now, even with all of those questions, I think that the Mayday service is a great feature if not potentially awkward.

posted on 27 Dec 2013, 09:14 1

2. tedkord (Posts: 4275; Member since: 17 Jun 2009)


How many got the cute redhead when they buzzer in?

posted on 27 Dec 2013, 09:34

3. ngyixian96 (Posts: 75; Member since: 05 Feb 2012)


New spy system I guess

posted on 27 Dec 2013, 10:36 1

4. chengsae (Posts: 11; Member since: 10 Dec 2013)


they are all NSA agents...hahah

posted on 27 Dec 2013, 22:44

5. g2a5b0e (Posts: 2097; Member since: 08 Jun 2012)


Could it be that almost no one owns these tablets? Methinks so.

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