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#255498 14-Aug-2019 15:23
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The gripe with amazon.

 

 

 

My Watch List does not sync between my iDevice iOS App and my browser based web site account. Everything else works great, amazon store, Kindle and the rest of my Prime Video account.

 

 

 

I initially had an on-line help desk customer service chat, but that ended in absolute dismal failure where the customer service agent cancelled the chat half way through as if it was too hard. I waited a week and started another on-line help desk customer service chat this time with a lot more success, in that my problem was escalated, one step up, with the promise of a 24 to 48 hour get back to me correspondence. That did not happen. But I had been sent a Ticket number. So a week later I emailed them and they replied. I replied to them, they replied to me and I have replied again to them.

 

 

 

The huge problem for which these customer service people can not get past is that they REPEATEDLY ask me to do the same things over and over again even though I have repeatedly told them what I have already done. I have even told them that I have a history of software coding and IT education. It does not seem to get through that this problem needs to be further and further escalated up the ladder and that it is not a problem at my end but their end. It does not help that English is not their first language nor that they are stuck and focused on the “On Screen Help Desk” scripts.

 

 

 

Amazon needs to get this area of Customer Service Help Desk right. It is letting them down badly.

 

The gist of the correspondence. (This is in reply to the latest email correspondence.)

 

Thank you for your follow up. But lets just go over a few areas of your reply.

 

 

I understand you are facing difficulty to sync the watch list on website and ios Prime video app. I'll check this for you.

 

 

 

YES that is exactly my problem that I have repeatedly said in all previous correspondence.

 

 

 

I have checked our resources and confirmed that once you add video to watch list on website it should sync across all of your registered devices for the same account.

 

 

 

That is my belief as well, which I have repeatedly said in all previous correspondence.

 

 

 

I have just mentioned the steps to add videos to watch list and access it on Prime video app for your reference.

 

 

 

In case you are following the same steps and they do not work, I request you to please follow the simple steps mentioned below.

 

 

 

1. Please ensure the website account log in and Prime video app are same.

 

2. First add video to watchlist on website

 

3. Reinstall the video app on iOS.

 

 

 

Check to see if it resolves the issue.

 

 

 

AS I HAVE REPEATLY STATED IN PREVIOUS CORRESPONENCE

 

 

 

4 - I have repeatedly de-registered my iPad, iPhone and signed out and ensured they do not appear in my Account Settings - Your Devices page via the browser. Also signing out of the browser site as well. I have deleted the Prime Video App off my iDevices. 

 

 

 

5 - Reinstalled and signed back in via each device one at a time. Both devices appear in my Devices page via my Amazon Video browser site page.

 

 

 

ALL devices names are the same.

 

 

 

6 - I have signed in using the same account name and email and password.

 

 

 

The steps for your reference to add videos to watch list. Open the video details for a movie or TV show to view Watchlist options:

 

 

 

- To add a video to your Watchlist, select "Add to Watchlist" in the video details.

 

- To delete something from your Watchlist, select "Remove from Watchlist" in the video details.

 

 

 

You can access your Watchlist on all your connected Prime Video devices:

 

 

 

- From Your Computer: Go to https://www.amazon.com/video and select "Watchlist" in the top menu.

 

 

 

Note: Any titles included with Prime that will not be available after 30 days will include a message to let you know.

 

 

 

     

  • From the Prime Video app: Select "Watchlist" from the menu.
How do you think I have been adding titles to my Watchlist in the first place and therefore how do you think I know we have a sync problem if I did not know how to add titles to my Watchlist - that is just being insulting.

 

 

 

If you still face any trouble after performing the above steps, then it seems to be technical issue which needs real time troubleshooting via phone or chat, we can also loop in our technical team into this issue and get the best possible solution for your problem.

 

 

 

Real time phone or online chat troubleshooting is not going to solve this problem. Because all you are going to ask me to do is exactly what I have been doing, REPEATEDLY. You state that this "then it seems to be technical issueYou are quite correct. This is a “back end” server problem to do with my account. 

 

 

 

Therefore this is no longer my problem but an amazon problem.

 

 

 

A bit of historical knowledge concerning myself.

 

 

 

I have been dealing with computers since the mid nineteen eighties. I learnt the Microsoft Basic software language so I could write code for my Ten Pin Bowling League. I have built my own computers multiple times. Over the past two and half decades as a registered nurse one of my specialities was to educate follow nurses in the use of medical patient equipment and medical patient software programs. Now that I have retired and though I am not a professional software coder, per se, but I do write code as an unpaid hobby for a professional software company in the USA. I also beta test this companies software. I have been a past beta tester and wrote Add-ons for Firefox.

 

 

 

SO PLEASE DO NOT TREAT ME LIKE AN IDIOT !!!!!

 

 

 

I know when there is a problem somewhere in the server network software that sync’s information between the Prime Video iDevice App and the Prime Video browser based website. This problem may or may not be unique to my account. That has yet to be determined. It seems it just affects my Prime Video account Watchlist only. All other components of my amazon account do sync correctly - my amazon store account, my  amazon kindle account and all other aspects of my Prime Video account all link up and behave nicely with each other whether via an IDevice App or browser based web site.

 

 

 

(we can also loop in our technical team into this issue) This problem needs to be escalated to the main IT department based in the USA to a technician whose primary language is English, has at least some form of a degree, or greater, in computing or software or networking or IT management AND who can think outside of the box and is NOT following on screen scripts which are designed for simple Help Desk problems (and serve that purpose well). This problem has gone past those on screen scripts.

 

 

 

So to whom ever this is escalated to, please read FULLY and UNDERSTAND ALL my correspondence including the initial online chat I had with Vignesh M, then email correspondence with Praveen K and Lorina.

 

 

 

Cheers

 

 

 

OK end of Rant 😠

 





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1398 posts

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  #2299305 14-Aug-2019 15:25
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Oh dear I do not know want happened to the above formatting it looked ok in the preview.

 

Sorry





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  #2299346 14-Aug-2019 16:17
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Although I agree they could have handled your situation better,

 

Passive aggressiveness really isn't the way to resolve any issue.

 

Working in a Helpdesk environment myself, the way in which you handled the conversations was very confrontational and will most likely lead to a slower than usual resolution.


 
 
 
 




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  #2299354 14-Aug-2019 16:29
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Mistenfuru:

 

Although I agree they could have handled your situation better,

 

Passive aggressiveness really isn't the way to resolve any issue.

 

Working in a Helpdesk environment myself, the way in which you handled the conversations was very confrontational and will most likely lead to a slower than usual resolution.

 

The above was the latest correspondence and yes it was slightly confrontational. But after two online chats and a further two email correspondence with every time them either not reading the previous correspondence or not understanding or just ignoring and repeatedly asking me to do the same thing over and over again - WHAT DO YOU EXPECT ⁉️

 

Say cheese - do you want fries with that.

 

No, I believe my tone was just right.





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  #2299365 14-Aug-2019 16:48
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The web site you go to is different to the one I go to on computer.

 

 

 

https://www.primevideo.com

 

Don't know if it will make any difference, but can't hurt to try.




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  #2299371 14-Aug-2019 17:06
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  #2299379 14-Aug-2019 17:48
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I know what they said, but it won't hurt to try other one.

 

Maybe the TV applics are using Prime Video, where as Amazon/video is a different data base.

 

I tried logging in using the Amazon one and it was going to send a verification Email, maybe because I was logged into the Prime one, so didn't proceed, but as yours is not linking watch list nothing to lose by trying.

 

The Prime Video one doesn't have watch list but has "Watch next TV and movies" and contains stuff I have added there and can be edited.

 

Edit: Found watch list by clicking on picture of person to right of search box.


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  #2299429 14-Aug-2019 20:10
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Having used prime video a bit over the last month (signed up for prime day), my biggest complaint is finding stuff to watch.

 

The website and app are filled with titles which say "this title isn't available in your location" when I click into them. If the only stuff I can watch is in the "watch while abroad" category then stop showing me all of the the other useless categories. 😬





rm *


 
 
 
 




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  #2299639 15-Aug-2019 11:13
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Received another email last night from Customer Support.

 

I'm Nirikshana from Amazon digital support and I'm following up with your recent email.

 

I've right away forwarded your comments as feedback to our developers and leadership team and I'm sure they will work on your feedback.

 

Our team is regularly working on customer experience to meet your needs in the best and fastest way possible and also we will make every effort to evaluate the information you have provided, and try our level best to lead it to feature changes or enhancements.

 

I understand your concern with the Prime video app's on your iOS devices not syncing with the website. I'm sorry for any inconvenience this has caused.

 

I appreciate you tried troubleshooting the issue. However, I request you to contact us on live medium so that we could create a ticket and escalate the issue to our technical team to investigate.

 

Situations such as this are rare, and our goal is to help resolve any problems you encounter as quickly as possible.

 

I contacted them this morning via online chat. I quoted the Ticket number and asked the CS person to read ALL correspondence prior to commencement of chat for which the CS person did. It was a very short chat with the result that the Ticket had already been past on to their Technical Support Team with a time frame of 3 - 5 working days before a Technical Colleague will get back to me.

 

So far so good and I'm looking forward to sometime next week hearing back from them.

 

 





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  #2305368 24-Aug-2019 16:41
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You are going to love this. I received two emails today from amazon for which I replied:

 

(and YES I am being Passive Aggressive and Confrontational - again)

 

1st email

 

Hello,

 

I'm writing this followup email for prime video watch list sync.

 

I've checked with my internal team and they checked your account. Your amazon account video country setting New Zealand.

 

You can access the video content from www.primevideo.com website.

 

If you still need help, please contact us again:

 

https://www.amazon.com/gp/help/customer/contact-us

 

We hope to see you again soon.

 

Best regards
Vignesh M

 

—————————————————————————————————————
I replied:

 

Thank you

 

"I've checked with my internal team and they checked your account. Your amazon account video country setting New Zealand."

 

Of course my account setting is New Zealand - THAT IS NOT THE PROBLEM

 

AND AGAIN YOU ARE NOT READING THE FULL CORRESPONDENCE THEREFORE YOU ARE NOT UNDERSTANDING THE PROBLEM

 

Please READ ALL THE CORRESPONDENCE before you reply with such a stupid and patronising email.

 

How about your, oh so intelligent, technical team check my account WATCH LIST via the iPad Prime Video App then check that same account WATCH LIST via the browser web site.

 

SO simple and easy to do. Even your lowest level CS help desk person should be able to do that.

 

READ THE CORRESPONDENCE.

 

Cheers
_____________________________________________________________ 

 

2nd email

 

Hello,

 

Greetings from Amazon! Hope you are doing well today.

 

I am extremely sorry for the experience you had with our Associate on Email Medium, as you still facing the issue with the Watchlist of your Amazon Prime Video content on your iPad and on browser. I apologize for the inconvenience caused. That's definitely not what we want our valuable customers to experience at any point of time which we truly regret.

 

I would like to inform you that I am unable to find any previous conversation, however there is no Previous conversation based on the amazon account associated with email address "*********@xtra.co.nz". Also this Amazon account associated with this email address does not have any entry for the watchlist of your device. Thus I request you to, contact us over Live Medium like call or chat so that we can troubleshoot this issue n real time. I hope you understand our limitations through this mode of communication.

 

http://www.amazon.com/callme 

 

If you can't access this page, our customer service phone numbers are as follows :

 

- Calling from within the U.S. or Canada: 1-866-216-1072
- International: 1-206-266-2992 

 

Please be assured that we will assist you till your issue is resolved.

 

Thank you for your continued support and understanding as a Loyal Amazon Customer. We look forward to see you soon.

 

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.

 

Warmest regards,
Prasad
__________________________________________________________________

 

I replied:

 

Thank you for your reply

 

"I would like to inform you that I am unable to find any previous conversation, however there is no Previous conversation based on the amazon account associated with email address "**********@xtra.co.nz". Also this Amazon account associated with this email address does not have any entry for the watchlist of your device."

 

Well that is a BIG problem ON AMAZON's END of things to start off with. 

 

I have attached all previous emails and chat transcripts. Please note the email address.

 

I have also attached the following screen shot photos of my iPad and my browser and two small movies of my browser Watch List.

 

Browser Screen Shots

 

Browser Log In & Security
Browser Registered Devices
Browser Watch List ALL recording (mov)
Browser Watch List Prime recording (mov)

 

Note the two screen shot movies show: Hello, ******* just above Account & Lists drop down menu and that Your Watchlist is highlighted and underlined meaning that IS the web page I am on which is my Watch List page.

 

Note that the Browser Login & Security screen shot shows my full account name and the email address associated with that name.

 

Note that the Browser Registered Devices screen shot shows my registered devices with the name of ***** which is short for *********.

 

Within the Browser Watch List ALL recording - you will note (count) 31 TV Shows and Movies with the Prime Only Sort switch set to OFF

 

and then

 

Within the Browser Watch List Prime recording - you will note (count) 17 TV Shows and Movies with the Prime Only Sort switch set to ON

 

iPad SCREEN SHOTS

 

Sign In iPad
My Account iPad
Registered Devices iPad
TV Shows Watch List iPad
Movie Watch List iPad

Within the iPad Watch List TV Shows screen shot - you will note (count) 7 TV Shows ONLY

 

Within the iPad Watch List Movies screen shot - you will note (count) 1 Movie ONLY

 

The Watch Lists content, TV Shows and Movie, within my iPad Prime Video App are only there because I manually added them. I had added shows to my Browser based Watch List long before I installed the Prime Video App on my iPad. I expected those Watch List contents to come across automatically to my iPad, THEY DID NOT hence the NO SYNC problem.

 

This then makes a TOTAL of 8 programs within my iPad Prime Video App Watch List which is a discrepancy of 23 ALL TV Shows and Movies and a discrepancy of 9 just only Prime TV Shows and Movies from the browser based Watch List.

 

Will you please ensure that this correspondence with attachments and photos and ALL the attached correspondence emails are filed under my registered email address "galactic@xtra.co.nz”. And are also filed under the "Ticket ID-a365fbbb-13a4-49b1-93cf-352cbe43f9fb”. Isn’t that what CS Help Desk reference numbers are meant to be used for. It is called a “Enquiry Job Filing System”.

 

AGAIN I EMPHASISE THAT ALL CORRESPONDENCE BE READ AND FULLY UNDERSTOOD AND TO PASS THEM ALL UP TO THE HIGHEST TECHNICAL LEVEL WITHIN AMAZON’S IT DEPARTMENT❗️(NOTE: all the attached emails are in date order)

 

IMPORTANTLY: The attached email dated the 14/08/2019 it explains ALL actions I have previously carried out on my end to rectify this problem.

 

Cheers

 

I then attached 6 previous emails in date order

 

Now we wait again





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Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra, Yamaha AVR RX-V1085


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  #2305448 24-Aug-2019 19:12
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FineWine:

 

https://www.amazon.com/gp/video/storefront/ref=sv_atv_logo?node=2858778011

 

Then sign in with your usual account

 

 

 

 

I was having issues viewing Prime Video through amazon.com. I think you are seeing the US Prime content if you browse that way. Prime is not Prime Video outside the US.

 

Most content will be blocked for NZ. It probably won’t sync to your Prime Video NZ account because it’s a different service. It will ask you to sign up for a Shudder or other services for some shows (like NOS4A2) which play no problem on the apps and primevideo.com

 

The correct site to use outside the US is www.primevideo.com - you will only see the NZ available content and I reckon sync will work.

 

Try primevideo.com and let us know if it syncs.


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  #2305456 24-Aug-2019 19:36
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Detruire:

Having used prime video a bit over the last month (signed up for prime day), my biggest complaint is finding stuff to watch.


The website and app are filled with titles which say "this title isn't available in your location" when I click into them. If the only stuff I can watch is in the "watch while abroad" category then stop showing me all of the the other useless categories. 😬



Been using Prime Video for several years now and never see any not available in your location. Maybe you should use a DNS service...




Regards,

Old3eyes




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  #2305457 24-Aug-2019 19:52
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lookout:

 

FineWine:

 

https://www.amazon.com/gp/video/storefront/ref=sv_atv_logo?node=2858778011

 

Then sign in with your usual account

 

 

I was having issues viewing Prime Video through amazon.com. I think you are seeing the US Prime content if you browse that way. Prime is not Prime Video outside the US.

 

Most content will be blocked for NZ. It probably won’t sync to your Prime Video NZ account because it’s a different service. It will ask you to sign up for a Shudder or other services for some shows (like NOS4A2) which play no problem on the apps and primevideo.com

 

The correct site to use outside the US is www.primevideo.com - you will only see the NZ available content and I reckon sync will work.

 

Try primevideo.com and let us know if it syncs.

 

Thank you. I understand what you are saying and yes you are correct concerning www.primevideo.com. I am there and I appear BUT it is just the Watch Lists that are not sync'ing.

 

It appears that whilst it recognises my NZ location via the iDevice App, it does not recognise my location via the browser Prime Video site.

 

I believe it keeps thinking I am browsing from within the USA due to my original USA account via the browser but because the iDevice locates me better it knows I am in NZ whilst the browser does not, even though I am signing in with that original USA account which I joined back in 2007 which has all my NZ account details. I have had UK (with Australian account details) & AU (with NZ account details) accounts over the years but they were all cancelled, except for the USA account. The UK account was cancelled in June 2013 and the AU account in July 2014 both via on line chat.

 

"There have always been ghosts in the machine. Random segments of code, that have grouped together to form unexpected protocols" - made famous by Isaac Asimov.





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  #2305470 24-Aug-2019 20:58
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Detruire:

Having used prime video a bit over the last month (signed up for prime day), my biggest complaint is finding stuff to watch.


The website and app are filled with titles which say "this title isn't available in your location" when I click into them. If the only stuff I can watch is in the "watch while abroad" category then stop showing me all of the the other useless categories. 😬



Been using Prime Video for several years now and never see any not available in your location. Maybe you should use a DNS service...




Regards,

Old3eyes




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  #2306646 27-Aug-2019 10:50
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And the saga continues:

The CS person asked me to (again) delete the iPad app and reinstall. Then do the following;

Thank you for your reply.
 
Upon reviewing your comment I understand that you are concerned about Watchlist with the Prime Video application on your iPad as the Movies and TV Show you have selected from the website are not added and synchronized within the application. I'll definitely assist you with this right away.
 
First I must point out that you are the first person to mention a 5 character registration code.
 
7. Open Prime Video on your device, you're prompted to sign in or register your iPad.
 
That did appear and I signed in
 
8. You can select the "Register on Computer" option to complete registration on the Amazon website.
 
That DID NOT appear

 

9. Once your 5-character registration code displays on the screen of your iPad.
 
THAT CODE DID NOT APPEAR

 

10. Open the link below on your computer and follow the on-screen instructions:  https://www.amazon.com/mytv
 
Can not enter code as I did not receive one

 

11. Once your iPad is registered, you'll see a confirmation message onscreen, and will be able to browse all the Prime Video titles selected with watchlist within Your Video Library.
 
No confirmation message received onscreen
 
However https://www.amazon.com/gp/video/settings/your-devices/ref=atv_set_your-devices does show that my iPad is registered and that that registration also appears within the iPad Prime Video App > Settings > Registered Devices panel.
 
So we are back to square one AGAIN.
 
Cheers





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  #2306666 27-Aug-2019 11:19
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Sorry, but I think you have fallen down the rabbit hole here. 

 

If I were you, I'd just forget about it and go enjoy a nice coffee at the beach. I'm sure the problem will be resolved at some time. 

 

 


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