10-08-2012, 02:45 PM | #106 | |
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10-08-2012, 02:49 PM | #107 |
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Thanks for the (disheartening) update. What on earth is going on during this hourlong conversation? I think even their most intense troubleshooting script can't take that long, or are they trying to escalate the issue to get you a faster replacement, and failing?
I've gotta say that if my replacement (tomorrow) is also unacceptable, I'm probably going to call it on this whole thing, send the PW back and order another cheap lot of imported batteries for my Kandle. Or possibly get a case with built-in lighting. Either way, I'm glad I held on to my KK. |
10-08-2012, 02:49 PM | #108 |
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That's odd as I called today and they sending me one to arrive this Wednesday. Although, who knows, maybe it'll be someone's returned PW. :\
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10-08-2012, 02:50 PM | #109 | |
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Last edited by xendula; 10-08-2012 at 02:58 PM. |
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10-08-2012, 02:59 PM | #110 |
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10-08-2012, 03:02 PM | #111 | |
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10-08-2012, 03:05 PM | #112 |
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10-08-2012, 03:05 PM | #113 |
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My husband called on Saturday about getting a replacement for ours (1 wifi, 1 3G) and was given the run-around. When he hung up, he received a request for survey. He gave them a very bad survey, to which they requested a call back #. A specialist called him back right away and we are scheduled to receive our replacements on Wednesday.
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10-08-2012, 03:07 PM | #114 | |
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Also: I think you mention having to send one back and wait for replacement--they gave me 30 days to return my bad one, although they did ask for a credit card as backup. |
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10-08-2012, 03:07 PM | #115 |
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I'm okay with delay in getting replacement. They can only make so many. I'm not okay with them giving us a refurb. It's been out a week. Are they just giving us units other people were unhappy about? I don't think mine would look defective upon casual inspection, especially in a brightly lit warehouse.
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10-08-2012, 03:11 PM | #116 |
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Me neither. I'll be complaining loudly if that happens. Unfortunately, it seems that may have happened with xendula, considering her screen had a repair message on it. I did say to CS when I called "this is going to be a new unit, correct?" and he said, yes. Who really knows though.
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10-08-2012, 03:12 PM | #117 | |
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Unfortunately, the alternate explanation is that more units are continuing to come new off the line with major problems. |
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10-08-2012, 03:14 PM | #118 | |
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10-08-2012, 03:14 PM | #119 | |
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The best time to call is during business hours on a weekday. |
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10-08-2012, 03:48 PM | #120 |
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Update
OK, so after a manager whose name was presumably Andrew had me on hold for 20 mins, my battery died. I called back from my cell and talked to someone different, who was much less cookie cutter and really tried to help. I was close to exploding at that point, since I had to explain everything again. He put me on hold and worked things out with his supervisor. He finally managed to make things happen and I should be receiving two new units this Wed or Thursday, but only because they are sending me 3Gs, as the WiFi only are presumably impossible to get this week (not what techiegirl's hubby received for an answer).
What I noticed is that the first time, I talked to a service center in India/Bangladesh(?), the second time, definitely not. I wonder if the level of customer support depends on this factor at all, or if it is just coincidence. I can tell you that my feelings on Amazon as a company were very much influenced both times I talked to these two service centers - after the first one, I was ready to call it a day and look into alternatives, while I am now a bit more optimistic. The CS rep said that they do not have any refurb units they ship out, so I definitely received new units. I just don 't get how that repair notice ghosted onto the screen. Doesn't that mean someone turned it on first, in order for it to appear? Did they do QC, see it, and mail it off anyway to meet their quota?! I have my hopes up that maybe the 3Gs being different hardware, they have less issues. I really really hope so. |
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