Discussions with Amazon CS about PW Defects - Page 37

Blossom · 02-26-2013, 06:19 PM

Quote:

Originally Posted by heatherlynn

according to the rep i just spoke to, the pink, green and blue hues did not impede any readers and they are fine with it. you have got to be kidding me? that is why there are multiple posts on amazon forums and also forums like this. people can return nine and ten devices but i am different somehow.... i kept telling her it was unacceptable and she had nothing to say about it. i have a bad taste in my mouth right now but i will go to staples tomorrow and pick one up :/

When you get a Rept like that you just hangup and call again. Most Repts are great but there are few out there that are.....

Yolina · 02-26-2013, 06:20 PM

Quote:

Originally Posted by heatherlynn

i am talking to customer service right now and they will no longer replace my device. the rep says the pink and green hues are what is supposed to happen and she keeps ignoring the white pixels. this couldn't get any more frustrating

Maybe they've run out of warehouse space to store all the returns...

I can't believe that they deem defects to be normal

Blossom · 02-26-2013, 06:25 PM

Quote:

Originally Posted by heatherlynn

according to the rep i just spoke to, the pink, green and blue hues did not impede any readers and they are fine with it. you have got to be kidding me? that is why there are multiple posts on amazon forums and also forums like this. people can return nine and ten devices but i am different somehow.... i kept telling her it was unacceptable and she had nothing to say about it. i have a bad taste in my mouth right now but i will go to staples tomorrow and pick one up :/

When you get the feedback email asking if your issue has been solved, click the No link and be sure to let Amazon know how she was to you. They take feedback of their repts serious.

heatherlynn · 02-26-2013, 06:27 PM

i used the online chat which was probably my first mistake but i have all the labels, it is done and they are being picked up tomorrow. and i'd imagine the warehouse in hebron, ky is filled to the brim with paperwhites just like mine

now i have to see if staples will allow me to return to their store (yes, i am already anticipating a bad one, can you blame me?

), or if i have to go through amazon again. if i have to go through amazon, i'm not doing it anymore. the fact that they think this is okay, turns me off completely

heatherlynn · 02-26-2013, 06:29 PM

Quote:

Originally Posted by Blossom

When you get the feedback email asking if your issue has been solved, click the No link and be sure to let Amazon know how she was to you. They take feedback of their repts serious.

i am going to do just that. she was the worst rep i've talked to so far. she was extremely condescending and i didn't appreciate it at all.

Blossom · 02-26-2013, 06:31 PM

Quote:

Originally Posted by heatherlynn

i am going to do just that. she was the worst rep i've talked to so far. she was extremely condescending and i didn't appreciate it at all.

I wonder if we had the same one. What was her name? I know the names aren't real that they use but mine was through chat too.

Blossom · 02-26-2013, 06:36 PM

Quote:

Originally Posted by heatherlynn

i used the online chat which was probably my first mistake but i have all the labels, it is done and they are being picked up tomorrow. and i'd imagine the warehouse in hebron, ky is filled to the brim with paperwhites just like mine

now i have to see if staples will allow me to return to their store (yes, i am already anticipating a bad one, can you blame me?

), or if i have to go through amazon again. if i have to go through amazon, i'm not doing it anymore. the fact that they think this is okay, turns me off completely

I think most chats are out of country repts. Keep that in mind. I always call during business hours and get people who are helpful.
I use chat twice and decided no more.

heatherlynn · 02-26-2013, 06:38 PM

Quote:

Originally Posted by Blossom

I wonder if we had the same one. What was her name? I know the names aren't real that they use but mine was through chat too.

her name was 'Milena'. if i ever have to contact amazon again and i see her name come up, i'm running the other way

JSWolf · 02-26-2013, 06:38 PM

And if you call and get someone who is not good, ask to speak to a supervisor.

heatherlynn · 02-26-2013, 06:39 PM

i'm having a problem with the ups pick-up though. i entered all the information and selected the option that they were pre-paid labels and then last page is asking me who i want to bill for my shipments?? i am confused

drewh · 02-26-2013, 06:54 PM

woah I've missed heaps while asleep here in Aus

heather, so sorry to hear that! oh man their QC is being shot to pieces at the moment. I thought the newer batches would fix more probs, but seems the other way. Question, how do you easily notice the dead pixels/capsules? Put a book on their with a black cover or? I've never checked mine but now worry if could be really common.

That rep was not on - I'd even email jeff@amazon.com (of course he wont read it but someone will) and complain about her. They're paid for great service - if she doesn't like to be nice, she can get another job! Funny how there are these few bad apples when most in the chat have been great. So now its being returned ok?

Re prepaid thing - when I do it on ups's Aus site, it just asks Yes/No do you have a prepaid label, then fill out address, number and time... wonder whats happening?!

heatherlynn · 02-26-2013, 07:00 PM

you don't have to look hard for the white pixels. they show up on white and black backgrounds, not just black. for mine anyway, mine were exceptionally bright which is why i couldn't just ignore them. if you can't see any, don't go looking for them. you'll see them if they are as painfully obvious as mine were.

but i entered all the information on the ups site they asked me for including that they were already pre-paid labels. i guess it could be because i live in the middle of nowhere?? i guess it's inconvenient i don't know, that's the only thing i can think of. i had entered the information to begin with and saw that it would be $5.91 for them to pick it up tomorrow so i changed the information to a later date maybe thinking it was too soon. the price then went up to $8.92 and won't go back down even when i change it to the original date i started with lol

i am just having a grand old time!

oh well, i paid the 8 bucks. it's not a big deal after everything else haha :|

drewh · 02-26-2013, 07:27 PM

poor heather - things aint going smoothly at the moment are they!! ha - only way is up.

Weird you have to pay for it... are you a bit remote or? I'd email Amazon and say you'd appreciate being reimbursed for that amount too. Shouldn't have to pay a cent to return it given they cover it all.

So are you returning this without a replacement? Might even be worth waiting a week and then ordering a new one.. they might be up to batch 605 and will have fired the QC manager that was doing 604s :P

heatherlynn · 02-26-2013, 07:33 PM

Quote:

Originally Posted by drewh

poor heather - things aint going smoothly at the moment are they!! ha - only way is up.

Weird you have to pay for it... are you a bit remote or? I'd email Amazon and say you'd appreciate being reimbursed for that amount too. Shouldn't have to pay a cent to return it given they cover it all.

So are you returning this without a replacement? Might even be worth waiting a week and then ordering a new one.. they might be up to batch 605 and will have fired the QC manager that was doing 604s :P

haha i can only hope so! i can't take any more disappointment

but i wouldn't say i'm too remote. i'm only 10 minutes away from the closest town but i already paid the money with my credit card and am not going to bother amazon at this point, i just won't do it again.

but i am returning without a replacement because i was refused one. i do have a DTB (dead tree book) to read right now (house of leaves, you can not read that one on kindle

) so i can wait until i'm finished with that to purchase another kindle. i don't know what i'm going to do honestly. i really do want to check out staples but maybe i should just hold off for the moment.

sparklemotion · 02-26-2013, 07:46 PM

Usually when you have a problem with a device, the labels Amazon mails you are automatically prepaid labels. You just need to put the label on the box and drop them off at your local UPS drop off. At least that is what I have always done. You should definitely not have to pay return shipping charges.

02-26-2013, 07:00 PM	#552
heatherlynn Connoisseur Posts: 75 Karma: 599978 Join Date: Feb 2013 Device: Kindle Paperwhite	you don't have to look hard for the white pixels. they show up on white and black backgrounds, not just black. for mine anyway, mine were exceptionally bright which is why i couldn't just ignore them. if you can't see any, don't go looking for them. you'll see them if they are as painfully obvious as mine were. but i entered all the information on the ups site they asked me for including that they were already pre-paid labels. i guess it could be because i live in the middle of nowhere?? i guess it's inconvenient i don't know, that's the only thing i can think of. i had entered the information to begin with and saw that it would be $5.91 for them to pick it up tomorrow so i changed the information to a later date maybe thinking it was too soon. the price then went up to $8.92 and won't go back down even when i change it to the original date i started with lol i am just having a grand old time! oh well, i paid the 8 bucks. it's not a big deal after everything else haha :\| Last edited by heatherlynn; 02-26-2013 at 07:27 PM.

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02-26-2013, 06:27 PM	#544
heatherlynn Connoisseur Posts: 75 Karma: 599978 Join Date: Feb 2013 Device: Kindle Paperwhite	i used the online chat which was probably my first mistake but i have all the labels, it is done and they are being picked up tomorrow. and i'd imagine the warehouse in hebron, ky is filled to the brim with paperwhites just like mine now i have to see if staples will allow me to return to their store (yes, i am already anticipating a bad one, can you blame me? ), or if i have to go through amazon again. if i have to go through amazon, i'm not doing it anymore. the fact that they think this is okay, turns me off completely

02-26-2013, 06:38 PM	#549
JSWolf Resident Curmudgeon Posts: 73,887 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	And if you call and get someone who is not good, ask to speak to a supervisor.

02-26-2013, 06:39 PM	#550
heatherlynn Connoisseur Posts: 75 Karma: 599978 Join Date: Feb 2013 Device: Kindle Paperwhite	i'm having a problem with the ups pick-up though. i entered all the information and selected the option that they were pre-paid labels and then last page is asking me who i want to bill for my shipments?? i am confused

02-26-2013, 06:54 PM	#551
drewh Connoisseur Posts: 55 Karma: 576022 Join Date: Feb 2013 Device: Kindle Paperwhite	woah I've missed heaps while asleep here in Aus heather, so sorry to hear that! oh man their QC is being shot to pieces at the moment. I thought the newer batches would fix more probs, but seems the other way. Question, how do you easily notice the dead pixels/capsules? Put a book on their with a black cover or? I've never checked mine but now worry if could be really common. That rep was not on - I'd even email jeff@amazon.com (of course he wont read it but someone will) and complain about her. They're paid for great service - if she doesn't like to be nice, she can get another job! Funny how there are these few bad apples when most in the chat have been great. So now its being returned ok? Re prepaid thing - when I do it on ups's Aus site, it just asks Yes/No do you have a prepaid label, then fill out address, number and time... wonder whats happening?!

02-26-2013, 07:27 PM	#553
drewh Connoisseur Posts: 55 Karma: 576022 Join Date: Feb 2013 Device: Kindle Paperwhite	poor heather - things aint going smoothly at the moment are they!! ha - only way is up. Weird you have to pay for it... are you a bit remote or? I'd email Amazon and say you'd appreciate being reimbursed for that amount too. Shouldn't have to pay a cent to return it given they cover it all. So are you returning this without a replacement? Might even be worth waiting a week and then ordering a new one.. they might be up to batch 605 and will have fired the QC manager that was doing 604s :P

02-26-2013, 07:46 PM	#555
sparklemotion dangerous when cornered Posts: 1,855 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kindle Paperwhite	Usually when you have a problem with a device, the labels Amazon mails you are automatically prepaid labels. You just need to put the label on the box and drop them off at your local UPS drop off. At least that is what I have always done. You should definitely not have to pay return shipping charges.

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