They don't really care about us.

Antes de mais nada, devo deixar claro: no geral, eu adoro a Amazon. Eu tenho um Kindle e amo ele de paixão.

Aliás, me desfiz de quase todos os meus livros por conta dele. O que eu ainda tenho de livros geralmente compro pela Amazon. E meu projeto agora era comprar um Kindle Fire.

E assim começa minha novela. Minha querida amiga Luciana Medeiros descobriu não se adaptar ao seu Kindle Fire, e me emprestou tal dispositivo para um "test drive".

Deliciado, cheguei em casa para testar o novo brinquedo. Realmente é uma gracinha. Não é um iPad, mas é muito bonito, funcional e divertido.

Após todas as costumeiras configurações, passei para o próximo passo: o teste dos jogos. Ao tentar instalar Angry Birds, me deparei com a seguinte mensagem: 

We are sorry...

• We could not process your order because of geographical restrictions on the product which you were attempting to purchase. Please refer to the terms of use for this product to determine the geographical restrictions.
  
  
  We apologize for any inconvenience this may have caused you.
  
  

Descobri que, por morar no Brasil, não posso comprar apps do Kindle Fire. Um tanto quanto chocado com tal medida, mais restritiva até do que as da Apple, que não disponibiliza jogos para seus tablets e celulares, decidi contatar diretamente a empresa.

Imaginei que a Amazon não disponibilizasse os aplicativos por alguma questão legal, como no caso da Apple, que não disponibiliza jogos pelo ineficiente procedimento do governo brasileiro para licenciá-los.

Vamos pular aqui três horas perdidas da minha vida e chegar à conclusão: eles não disponibilizam tais programas porque não querem.

Cheguei a tal iluminada conclusão após passar as referidas três horas em um chat com funcionários da Amazon. Primeiro o sr. Annson, muito gentil e prestativo, me aturou por horas, tentando achar um jeito satisfatório de me responder qual a razão pela qual eu não poderia comprar um simples joguinho no meu tablet novo.

Acho que ele falou de todas as maneiras - educadas - que a língua inglesa permite que eu não poderia comprar o jogo. Não conseguiu, no entanto, explicar se era uma restrição legal, técnica ou simplesmente de política da empresa.

Depois de um tempinho (umas duas horas) discutindo, percebi que o coitado não me respondia simplesmente porque não sabia e não podia dizer isso. Em um momento chegamos a essa conclusão:

Me:errr

that means you don't know why the restriction is in place?

amazon doesn't give this kind of information to the public?

or you just don't have it?

because, if I can't make a purchase, I'd at least like to know why

Annson:I understand. As much as I would like to answer all your questions, these are the only information that we have and that was provided. Don't worry, let me raise this to my supervisor so he can at least raise it to our upper management.

Eu agradeci e falei ok. Ele, coitado, achou que eu ia desligar. 

Annson:We appreciate about this.

We appreciate your patience about this.

If that would be all, thanks for your time, Ricardo and for letting us know about this. Thanks for visiting Kindle Support. We hope to see you again!

Me:wait a second

Annson:Sure.

Me:how can I contact you supervisor?

i understood you were going to raise it to him?

so, I'd like to be able to contact him and get an answer.

Aparentemente ele achou que ia simplesmente se dirigir a um potencial superior. Minha maior surpresa foi que, quando eu exigi que eu mesmo falasse com tal superior, eu consegui!

Annson:I understand, Ricardo. Let me transfer you to my supervisor.

Daí começou minha conversa com Gem. Certamente não tão gentil quanto Annson, quase todas as frases dela terminavam com um "Thanks for your feedback", i.e: "boa noite, vai embora, seu pentelho".

Após mais uma hora tentando explicar pra ela que sim, eu entendi que não ia conseguir comprar meu joguinho e arremessas pássaros kamikazi em porcos, só queria saber a razão disso, afinal ela admitiu ser meramente política da empresa: 

Me:the only problem is getting the "thumbs up" to purchase it

you don't have a license to sell it outside the U.S.?

Gem:At time time, we only release it within the U.S.

We haven't released it internationally.

Me:ah!

that is what I was asking from the beginning

thank you very much, Gem

Gem:Is there anything else I can help you with today?

Me:yes

one thing

is there anyone in Amazon I can contact regarding this issue?

that is why I was asking

I wanted to know if you didn't release it outside the U.S from some legal issue or just because it was company policy to not sell it outside the U.S

as it is apparently a company policy, I want to know if there's anyone responsible I would be able to contact

Gem:I'm sorry Ricardo but that's the policy that we have at this time.

Ou seja, eles só vendem pros EUA porque eles só vendem pros EUA.

Não há qualquer restrição técnica ou legal, eles simplesmente não tem interesse em vender para qualquer outro país.

Para uma empresa que está investindo tanto no país, eu esperava um pouco mais de consideração com o público internacional. Ok, vocês não querem ter lojas próprias em casa país, traduzir seus produtos, essas questões? Eu posso aceitar tudo isso. Agora, eu simplesmente quero gastar comprar seus produtos, de maneira completamente legal e simples! Parem de tornar tão difícil para que eu gaste meu dinheiro na sua loja!

Empresas internacionais de grande porte, como Amazon e afins, precisam largar essa territorialidade anacrônica e abraçar a economia internacional, largando essa visão tacanha de lançamentos regionais. As transações digitais são, por sua natureza, imateriais. Assim, não podem ficar presas a conceitos arcaicos de territorialidade.

Vemos o tempo todo essa tendência das grandes empresas de marginalizar países que não estejam no eixo América do Norte - Europa. E vemos o tempo todo o quanto perdem com essa mentalidade. A informação é global. Quando um produto surge, consumidores no mundo todo querem acesso às novidades. A demanda não pode mais ser compartimentada em setores com níveis de atendimento distinto. Se a demanda é global, a oferta também deve sê-lo.

Se mesmo uma das empresas mais modernas do mundo tem dificuldade em absorver um conceito tão simples, ainda vejo um longo caminho pela frente para que alcancemos algum tipo de "neocapitalismo" mais aberto.

Como eu dizia: no geral, eu adoro a Amazon.

Mas as vezes é difícil.

-----------------------------------------------------------------------------------------------------------

P.S: segue a discussão na íntegra, para os sadomasoquistas dialéticos de plantão.

You are now connected to Annson from Amazon.com.

Me:Hello.

I just bought a Kindle Fire as my personal tablet, to complement my regular kindle.

The problem is, I can't buy any app, for, as the site says, "geographical reasons".

Annson:Hello Ricardo, my name is Annson. I understand that you are trying to buy apps to your device but it seems you are receiving an error.

Can you tell me the error message you are receiving?

Me:precisely

I'll try to buy angry birds and copy the message

one sec

Annson:Sure. Thanks.

Me:We could not process your order because of geographical restrictions on the product which you were attempting to purchase. Please refer to the terms of use for this product to determine the geographical restrictions.

We apologize for any inconvenience this may have caused you.

Annson:Thanks, Ricardo. I'm sorry for the inconvenience. Let me go ahead and check that for you.

Me:ok

thanks

Annson:No problem.

By the way, may I ask for the specific product you would like to purchase?

Me:ATM I'm trying to purchase angry birds

Annson:Thanks. Would you mind if I put you on hold for about one to two minutes while I check on this?

Me:but I tried a few other games and don't seem able to purchase them

no problem

Annson:Thank you.

Thanks for waiting.

The system detects the IP address were you are located. The apps that you are trying to purchase are only eligible for U.S.

Are you located in the U.S?

Are you still there, Ricardo?

Me:oh

sorry

the box didn't blink

Annson:No problem.

Me:no, I'm located in Brazil

Annson:I see. I'm sorry, Ricardo that you are unable to buy apps that you want to purchase however the system will detect the IP address on where you are located.

Me:so I can only purchase apps while I'm located in the U.S, despite the fact that I purchased the kindle in the U.S, and am making an electronic delivery through an international credit card to a company in the U.S?

even though I have not allowed the system to track my IP?

it tracks my physical location, without consent and forbids me to make an electronic purchase?

Annson:That is correct. There are some apps that is not compatible outside the U.S and the apps are only eligible in the country.

Me:even despite the fact that my credit card is international?

and why is it not compatible?

Annson:We'll display your home country or region at the top of the Kindle store on Amazon.com so you know you are browsing content and prices specific to your country or region.

Me:the problem is different, though

I can't see a reason why I'm not allowed to purchase an app

are you legally forbidden to sell them?

hello?

Annson:I'm sorry for the frustration you experienced trying to purchase.

You'll also find helpful information on our Using Kindle If You Live Outside the United States Help page:

www.amazon.com/kindleinternationalsupport

Me:perfect

I've read all of those.

but in no place there's an explanation as why am I unable to purchase an app/book digitally outside the U.S

As a lawyer, I can perfectly understand why I can't buy physical property. Tax issues come to mind. it is a digital transaction, though. and, as such, not barred legaly by national boundaries

as such, I see no reason for me to be forbidden to make a purchase

particularly being from Brazil, where Amazon has already opened an office and the next country where you'll start selling.

Annson:May I ask, where did you purchased the Kindle Fire?

Me:but despite that, except for countries with which the U.S has no diplomatic relations, there's no law or treaty do disallow the purchase, as an international digital transaction

in the U.S

new york, to be more precise

Annson:Did you purchased it from a retail store?

Me:yes

Annson:I'm sorry if you were not informed that the Kindle Fire's app store is only available within the U.S. If you have a local US address to be filed on your 1-click settings then you can purchase apps from the kindle store however, some apps may not work outside the US. As you can check our website, the Kindle Fire has only been released and can only be delivered within the U.S. only.

Me:annson, I'm sorry if I sound rude, and I'm perfectly aware you are trying to be as helpful as possible, but you do realiza that does not answer my question, right?

I've already noticed you can't help me, as it seems the problem is related to some internal amazon.com procedure.

But I would very much like to know why am I not allowed to make said purchase

*realize

Annson:I perfectly understand your situation and I am really sorry about this. International customers are not able to purchase some types of content on Kindle Fire and not all functionality is available for international customers using Kindle Fire.

Me:perfect

although I vehemently disagree with that, I understand

what I'm asking is why

why is this prohibition in place

I understood that I'll be unable to make the purchase

What I want to understand is why Amazon disallows suchs purchases

Annson:I understand and I totally get your point. For now that is actually the restriction. This is noted and I'll let the kindle team know about this situation.

Me:errr

that means you don't know why the restriction is in place?

amazon doesn't give this kind of information to the public?

or you just don't have it?

because, if I can't make a purchase, I'd at least like to know why

Annson:I understand. As much as I would like to answer all your questions, these are the only information that we have and that was provided. Don't worry, let me raise this to my supervisor so he can at least raise it to our upper management.

Me:thank you very much

and sorry to be a pain

i know that is annoying

Annson:No problem. If I were in your situation, I will feel the same way.

Is there anything else that I can help you with today aside from this?

Me:that's it, I believe

Annson:Again, I apologize for the inconvenience.

Me:not your fault

Annson:We appreciate about this.

We appreciate your patience about this.

If that would be all, thanks for your time, Ricardo and for letting us know about this. Thanks for visiting Kindle Support. We hope to see you again!

Me:wait a second

Annson:Sure.

Me:how can I contact you supervisor?

i understood you were going to raise it to him?

so, I'd like to be able to contact him and get an answer

Annson:I understand, Ricardo. Let me transfer you to my supervisor.

Me:thank you very much

Annson:It will only take a moment.

Me:no problem

Annson:No problem. Have a great night!

Me:to you as well!

and thank you for your patience

A Customer Service Associate will be with you in a moment.

You are now connected to Gem from Amazon.com.

Me:hello, Gem

Gem:Hi Ricardo, my name is Gem, Annson's supervisor.

Me:it's a pleasure

I believe Annson has already updated you on the situation?

Gem:I'm sorry you're having problem purchasing apps on your current location. (Brazil)

Me:exactly

and I understood that it isn't possible to fix the problem

at least without hacking the kinde, which I don't intend to do.

so, as it is impossible to buy the apps, my question is, why

Gem:I'm sorry for this, but the system will trace the ip address when you try to order the apps and will not work if it's outside U.S.

We'll consider your feedback as we plan further improvements.

Thanks for your feedback.

Me:it is not a feedback, though

I understand the way I'm forbidden to buy it, what I want to know is why

is it a company policy?

legal issue?

why will Amazon not allow a customer outside the U.S to buy an app?

or is it the app's company that forbids it?

I ask this to know who should I complain about it to, and on what grounds

Gem:I'm sorry but since kindle fire is only available within U.S., the apps are also available within U.S.

We'll consider this as we plan further improvements.

Me:but it is a digital purchase!

as I have an international credit card, and am purchasing it from an american company, in a digital transaction, legally it is happening in the U.S.

it is being bought in a digital store in the U.S

to a system bought in the U.S. and the transaction is happening in the U.S

only after the purchase happens is the software uploaded to outside the U.S.

see why I'm asking?

as I said to Annson, I know this can be almost as agravating to you as it is to me, but that's why I'm asking you

he didn't have the information as to what is the legal/comercial grounds to that prohibition, that's why I asked to talk to you

as I assumed his superior would have that information

Gem:I understand your point Ricardo, I'm sorry but at this time, this is not available for Kindle Fire.

Me:?

sorry, but i don't understand

Gem:It is because the software will only work within U.S.

Me:but it doesn't

as, if it is downloaded anywhere it will work outside the U.S.

It is an offline app

the only problem is the legal hassle of purchasing it

in the same way that any book purchased for kindle is readable anywhere in the globe

Gem:Every time you try to download an app, it will try to connect to the server which will only work within U.S.

Me:the only problem is getting the "thumbs up" to purchase it

you don't have a license to sell it outside the U.S.?

Gem:At time time, we only release it within the U.S.

We haven't released it internationally.

Me:ah!

that is what I was asking from the beginning

thank you very much, Gem

Gem:Is there anything else I can help you with today?

Me:yes

one thing

is there anyone in Amazon I can contact regarding this issue?

that is why I was asking

I wanted to know if you didn't release it outside the U.S from some legal issue or just because it was company policy to not sell it outside the U.S

as it is apparently a company policy, I want to know if there's anyone responsible I would be able to contact

Gem:I'm sorry Ricardo but that's the policy that we have at this time.

Me:well, then

thank you very much for your patience

Gem:Thanks for your time.

Thanks for contacting us. Have a great day!

Me:to you as well!