For decades, when an item was lost or stolen, a consumer went through three stages of grief: anger, mourning, and acceptance. You would be miffed, then sad and then you would move on, in large part because moving on was the only option. Then came the Digital Age and with it, gadgets that manufacturers can keep tabs on–and even profit from–when they wind up in the hands of someone who has found or poached them. Which, in turn, has led to a fourth stage of gadget-related grief: rage. Specifically, rage at the gadget makers, which often know exactly who has a missing or stolen device, because in many instances it has been registered to a new user. But many tech companies will not disclose information about the new owners of missing devices unless a police officer calls with a search warrant. Even a request to simply shut down service–which would deter thieves by rendering their pilfered gadget useless–is typically refused.
The problem, which nobody had to deal with before smartphones and satellite radios, has reached new heights with the Kindle reader from Amazon, with its ability to download books wirelessly and store hundreds of titles on a single device. On Web sites devoted to the e-book reader, including Blog Kindle and Amazon’s own Kindle Community board, many customers have been in a snit over Amazon’s policy on stolen Kindles. Samuel Borgese, for instance, is still irate about the response from Amazon when he recently lost his Kindle. After leaving it on a plane, he canceled his account so that nobody could charge books to his credit card. Then he asked Amazon to put the serial number of his wayward device on a kind of do-not-register list that would render it inoperable–to “brick it” in tech speak.
Amazon’s policy is that it will help locate a missing Kindle only if the company is contacted by a police officer bearing a subpoena. Borgese, who lives in Manhattan, questions whether hunting down a $300 e-book reader would rank as a priority for the New York Police Department. He began to see ulterior motives when he twice sent e-mail messages to Amazon seeking an address to send a police report and got no reply. “I finally concluded,” Borgese said, “that Amazon knew the device was being used and preferred to sell content to anyone who possessed the device, rather than assist in returning it to its rightful owner.”
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