Discussions with Amazon CS about PW Defects

[Chi Cygni]

Originally Posted by Yolina

That would be so great!

Sparkle: sorry to hear that you received yet another disappointing one.

I still don't know what to do with mine - I've realised that I only really like reading on it with the light right down to the minimum, when I turn the light up, even slightly, then for some reason it just becomes annoying. If I didn't already have the K3, I would probably be happy with the PW but it just seems a bit silly to not use the light when it is after all the point of it.

Maybe you're sensitive to light in this case. I also found myself squinting at Odyssey even at level1. When I turned light off completely I didn't like how dark the screen was. Too much "I don't like" + specks to keep it. I wonder if I will ever be able to use lighted ereader. I keep ipad on the lowest light all the time and it is too bright still.

[sparklemotion]

Originally Posted by Yolina

Uh oh indeed. I did try my best not to laugh when the CS agent asked if I had tried rebooting the PW to see if that would fix the problems with the screen

Oh I know! I realize it's a part of their script and they have to ask.... but erm... The last call I had with Andrew he asked me to restart to see if the specks went away.

[xendula]

What?! Andrew should know better!

[sparklemotion]

Originally Posted by xendula

What?! Andrew should know better!

I know! I was surprised when he asked me to. I guess because the calls are recorded they have to be careful to follow the script?

[Yolina]

Originally Posted by Chi Cygni

Maybe you're sensitive to light in this case. I also found myself squinting at Odyssey even at level1. When I turned light off completely I didn't like how dark the screen was. Too much "I don't like" + specks to keep it. I wonder if I will ever be able to use lighted ereader. I keep ipad on the lowest light all the time and it is too bright still.

It isn't so much a question of too bright, or sensitive to light but probably more to do with a most irritating light leak as well as a couple of colour blotches. Hopefully the replacement will be better. Maybe I should have confused the poor woman on the phone by telling her I want a screen that's as good as the one Blossom got in the Paperwhite lottery

[Chi Cygni]

I wish you all the best Paperwhites

[soulfuldog]

Originally Posted by Yolina

I've decided that mine will be going back to Amazon, however being either too optimistic or too stupid, I'm giving them one more chance and have asked for a replacement which should be here by Wednesday.

Not at all stupid, but maybe a bit optimistic! You and sparklemotion have tons more patience than I do. Mine is all used up just watching you guys trying to get a good one.

As always, good luck, hope the next one is better.

[Yolina]

Originally Posted by l_macd

Not at all stupid, but maybe a bit optimistic! You and sparklemotion have tons more patience than I do. Mine is all used up just watching you guys trying to get a good one.

As always, good luck, hope the next one is better.

Very optimistic I think - but I know that there are some good ones out there.

It's Sparklemotion and Xendula who have all the patience. I only received my first PW 2 days ago, however I did say that I would go straight for a refund and not bother with a replacement if it wasn't good so Ooops

[Katsunami]

Originally Posted by sparklemotion

I know! I was surprised when he asked me to. I guess because the calls are recorded they have to be careful to follow the script?

Yes. It's possible his team leader is listening along to do an evaluation. If he does not follow the script (assuming they use scripts), he'll be hit over the head with it, even if the script is utterly ridiculous.

I know from experience. I've worked in IT-support for some time.

And I got bad evaluations but very happy customers because I often didn't follow scripts. Consistently getting loads and loads of happy customers was my only reason not being kicked out of that support job in the first month.

In the end, tt should have told them that using scripts and hiring people who don't actually *KNOW* what they are doing brings in *LESS* happy customers than hiring *knowledgeable* people and giving them a huge leeway. This would even make support kind of fun to do, as the employee can actually often *achieve something* by doing "out of the box" stuff. But no, they're still using scripts, years after I changed jobs...

(If you wonder: no, I'm not bad at following rules or instructions. However, asking a customer "Could you please reboot your notebook, to see if it solves the problem?" when he has a crack in his screen is utterly pointless. I won't do it. It will gain you the tag "Supreme Idiot" in the first minute of the call, dashing most hopes of ever achieving a solution without the customer getting angry while running through the script.)

[xtine]

Originally Posted by Yolina

I've decided that mine will be going back to Amazon, however being either too optimistic or too stupid, I'm giving them one more chance and have asked for a replacement which should be here by Wednesday.

Good luck with your replacement, Yolina. I hope the next unit is finally it!

Originally Posted by sparklemotion

Good luck, xtine! Ha, yes, I wish we could go to Amazon and pick out our own. Although I'd probably end up with a huge stash of opened kindles!

I probably would too. Then go crazy trying to figure out which one is really the best among them

[Yolina]

Got despatch notice for my replacement, looks like I might get it tomorrow The "big" news is that according to the serial number, it's a 604

[sparklemotion]

Originally Posted by xtine

I probably would too. Then go crazy trying to figure out which one is really the best among them

Yes!

Originally Posted by Yolina

Got despatch notice for my replacement, looks like I might get it tomorrow The "big" news is that according to the serial number, it's a 604

Oh interesting! Let us know how it goes. Good luck, I really hope it's a good one for you!

[Yolina]

I can absolutely picture a bunch of us running around the factory trying to find the right Kindle and then all wanting the same one

These must have just come in and someone picked one from the top of the pile for my replacement rather than go and get one from the back of the warehouse or something
Still, no idea what to expect from that one, hopefully good things! Will update as soon as I've got it.

[sparklemotion]

Originally Posted by Katsunami

Yes. It's possible his team leader is listening along to do an evaluation. If he does not follow the script (assuming they use scripts), he'll be hit over the head with it, even if the script is utterly ridiculous.

I know from experience. I've worked in IT-support for some time.

And I got bad evaluations but very happy customers because I often didn't follow scripts. Consistently getting loads and loads of happy customers was my only reason not being kicked out of that support job in the first month.

In the end, tt should have told them that using scripts and hiring people who don't actually *KNOW* what they are doing brings in *LESS* happy customers than hiring *knowledgeable* people and giving them a huge leeway. This would even make support kind of fun to do, as the employee can actually often *achieve something* by doing "out of the box" stuff. But no, they're still using scripts, years after I changed jobs...

(If you wonder: no, I'm not bad at following rules or instructions. However, asking a customer "Could you please reboot your notebook, to see if it solves the problem?" when he has a crack in his screen is utterly pointless. I won't do it. It will gain you the tag "Supreme Idiot" in the first minute of the call, dashing most hopes of ever achieving a solution without the customer getting angry while running through the script.)

Very true and I agree scripts do seem pointless in certain cases. I don't know how much leeway they have at Kindle CS, but I assume not very much. In this case, I do think Andrew did the best he could, he's really been great throughout. It's certainly not his fault the PW has so many issues. I'm sure it can be a thankless job in many instances too, dealing with disgruntled customers all day. I don't think I'd have the stomach for it so kudos to those that do and do it well.

[sparklemotion]

Originally Posted by Yolina

I can absolutely picture a bunch of us running around the factory trying to find the right Kindle and then all wanting the same one

Me too! Considering how sensitive some of us are to the colors, I think we could spot a color hue free one pretty quickly. Of course, this is assuming they had a color hue free one in the bunch. LOL. I'm convinced they are far and few between at this point, but at some point this has to get fixed surely.

When I got my 603 there was a short time where it looked perfect, I was so excited. Then the colors started to rear their head. So frustrating. Let's hope the 604 is the start of something good. Fingers crossed!