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Old 12-26-2012, 10:26 AM   #6
Dr. Drib
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Posts: 28,204
Karma: 12265902
Join Date: Jan 2007
Location: San Borja (Lima), Peru
Device: Kindle PW2(WiFi) / FireHD; Kindle DX-G; Kobo-AuraHD,Glo,Mini; Ipad Air
Here are the results of talking to a courteous Kindle representative:


Me:My Kindle 3g (keyboard) has developed a crack - about 3/4 of an inch, along one of the letters on the keyboard. T

Prashant:Hello Donald, my name is Prashant. I'm sorry to hear that your Kindle keyboard is damaged.

Me:Thank you. To be clear: I did not, however, damage it.

Prashant:Can you remember if the Kindle was dropped anytime or any physical pressure got applied on the device that might have caused this?

Me:No. I guard this thing very, very carefully. This is a KNOWN problem. (Also, if you'll check my history, you'll see that I've purchased plenty of Kindles - and with no previous problems.)
--- The only physical pressure is holding the device.

Prashant:Physical damages to the keyboard are very rare issues.
We will still be happy to replace your Kindle.
Even though your Kindle is no longer covered under the 1-year warranty, we will be able to create the replacement for a discounted price plus shipping.

Me:They may be very rare, based upon the millions sold. However, I am a Moderator at Mobileread.com, and we have a thread on this known issue.

Prashant:Also, you can have your replacement upgraded to a Kindle Touch, with 1-Year warranty.

Me:I HAVE a Kindle touch - a Paperwhite. Again, please check my purchase history. I'm not one to casually want replacements. This one, however, is faulty.

Prashant:I've checked your account and we do appreciate your business, Donald.
Please understand, the device is currently out of warranty, hence, we are unable to issue a free replacement.

Me:Kindle needs to do something about this stress cracks that have developed on Kindles.
I simply want a replacement for this device.

Prashant:I'll make sure to forward your feedback to our Kindle Team.

Me:I'm afraid I need more of a guarentee (spelling) than that.

Prashant:Would you like me to provide you with the replacement options?

Me:Yes. What are the options available for something that is not my fault?

Prashant:1. Certified Refurbished Kindle Touch, Wi-Fi, 6" E Ink Display - includes Special Offers & Sponsored Screensavers - $74
2. Certified Refurbished Kindle Touch 3G (ATT), Free 3G + Wi-Fi, 6" E Ink Display - includes Special Offers & Sponsored Screensavers - $104

Me:This is very unsatisfactory. I shall report this conversation fully with my MobileRead.com readers. --- Remember: this is a known problem. Perhaps you are too new to realize this?

Prashant:Alright. Let me just discuss this with my supervisor, who has been working with Amazon since before me, and check if this is indeed a known problem.
Could you please give me a couple of minutes?

Me:That would be appreciated.
Yes. Thank you.

Prashant:Thank you for being on hold, Donald.

Me:Additional purchase information: My Kindle 3g (with WiFi) was purchased for $250. It includes NO special offers and advertisments, which is certainly more desirable to me.
You're welcome.

Prashant:I just discussed this issue with my supervisor and I'm sorry but this is not a known problem with the devices and we are unable to make any exceptions with the replacement.

Me:As I mentioned, I am a Moderator at MobileRead.com. THIS IS A REPORTED KNOWN ISSUE. I will make this conversation available for dissemination and further discussion. Your supervisor - frankly - is in error.
You've been very courteous, and I appreciate this fact.

Prashant:Thank you.
I do realize this may be disappointing for you and I wish I had better news.

Me:Thank you for your time. Have your supervisor (or the person above him/her) to take a look at our website: MobileRead.com. ---- The Kindle forum is the busiest forum for ebook-reading devices.
------ Goodbye.

Prashant:I'll make sure to forward the forum to our Kindle Team.

Me:Thank you.
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