Amazon's new tablets have live, video-based tech support - Seattle Post Intelligencer (blog)

Technical support that involves chatting with a real person on the affected computer is not new. Companies have been offering chat support for years, and it's often superior to dealing with a technician over the phone, particularly if you allow the tech to take control of your system to check out what's wrong.

But with the release of its new Kindle Fire HDX 7- and 8.9-inch tablets, Amazon.com is taking this a step further. The tablets, which are available for pre-order today, have a feature called the Mayday button, and it summons a person who appears on your Kindle's screen in live video. Yes, you actually get to see who's helping you.

This is actually a brilliant move on the part of Amazon. The company clearly understands who its customers are, and places a high value on treating them well. But the feature also raises some privacy and security concerns. More about that in a moment.

First, a quick look at the new tablets. Some specs:

• Amazon's using HDX in its name to designate an improved display, with very high pixel densities. The 7-inch model has 323 pixels per inch, while the 8.9-inch version has 339 ppi.

• Both have 2.2-GHz,  quad-core, Qualcomm Snapdragon 800 processors and improved graphics processors. Amazon claims these are the only tablets you can buy with processors that run faster than 2 GHz.

• The cases are lighter and control buttons have been moved to the back of the case, so they're easier to access while you're holding the tablets.

• In addition to Wi-Fi, both models are available with an optional connection to AT&T's LTE network.

• The 7-inch model starts at $229 and ships Oct. 18. Adding LTE ups it to $329, and that one ships Nov. 14. The 8.9-inch model starts at $379 and ships Nov. 7. With LTE, the larger tablet is $479 and it ships Dec. 10.

The tablets are powered by version 3.0 of Amazon's Fire OS, which is a variant of Android. However, as with past Kindle Fire tablets, don't expect to find access to the Google Play store. Amazon's pushing its own app store, the Marketplace, and, of course, it wants to sell you e-books, movies, TV shows and more. Kindle Fire tablets are basically marketing devices for Amazon goods.

But for me, the most innovative feature here is the Mayday button. Here's how Amazon describes the experience in its press release:

"With the Mayday button, our goal is to revolutionize tech support," said Jeff Bezos, Amazon.com Founder and CEO. "With a single tap, an Amazon expert will appear on your Fire HDX and can co-pilot you through any feature by drawing on your screen, walking you through how to do something yourself, or doing it for you — whatever works best. Mayday is available 24×7, 365 days a year, and it's free. See it for yourself — preview our upcoming TV commercials: www.amazon.com/maydaytv."

Amazon's goal is to get the technician on your screen in 15 seconds or less. That's much quicker than most chat-based services respond to help requests, and certainly faster than you get from phone-based support.

The technician will be able to take control of the tablet to perform tasks with permission, which should give most folks pause. Granted, you should be able to trust the tech, but still – this is going to make some folks uncomfortable and thus less likely to use it.

To assuage fears, Amazon has made it so that, while you can see the tech, the front-facing camera isn't enabled, so the helper cannot see you. You also can pause the helper's view while you type in passwords. And, according to this story from the Verge, Amazon is only allowing vetted technicians to work for the Mayday service.

Of course, as the Verge points out, Mayday constitutes an open pipeline directly into your tablet, which could contain personal and sensitive information. Anything can be hacked, and it's possible a bad actor could get through Amazon's screening and vetting processes. As always, convenience has a price, and that's usually at the cost of some security.

Still, I can see this being a very valuable service, particularly for older people who want handholding, even with a device as simple to use as a tablet. Yes, this feature is really aimed at Your Mom, and she'll probably love it.

For now, the Mayday button and the current version of the Fire OS are available only on these new tablets. But Engadget said an Amazon rep "implied" it might be coming to previous models in the future.

If you're an Amazon Kindle Fire owner, would you be interested in the Mayday feature? Or, does the feature make you more interested in buying a Fire HDX? Let us know in the comments.