Kindle screen issue, Customer Service very helpful

stoogeswoman · 09-16-2009, 01:15 PM

I haven't posted here for a while, mainly because I'm spending every free minute reading content on my Kindle 1!

Earlier this week I noticed a disturbance in the force - a horizontal white bar obscuring the text at the very top of the screen. I thought at first it was specific to just one book, but then noticed it was there all the time, even when it was turned off.

And it was getting bigger! And vertical lines were appearing too!

So this morning I phoned Amazon Customer Service and since it's still under one-year warranty, voila - they're sending me a replacement which should arrive tomorrow!

Both my husband and the Amazon tech guy think it has something to do with the screen driver (?) which means it's not really fixable. But it's nice to know their Customer Service is so responsive!

daffy4u · 09-16-2009, 01:24 PM

Amazon customer service does rock! Glad you helped so quickly.

havocthecat · 11-11-2009, 12:23 PM

Whereas I'm having the same issue, but since I'm out of warranty, all they can offer me is $100 off a refurbished Kindle 1. They claim not even to be able to repair it. (A discount off an upgrade would be nice too, I have to say. Ugh.)

desertgrandma · 11-11-2009, 12:50 PM

Quote:

Originally Posted by havocthecat

Whereas I'm having the same issue, but since I'm out of warranty, all they can offer me is $100 off a refurbished Kindle 1. They claim not even to be able to repair it. (A discount off an upgrade would be nice too, I have to say. Ugh.)

Well, if the refurbished are still selling for $149, I'd say that was a pretty good deal! You do realize these refurbished are like new, carry the full year warranty, and come boxed shrink wrapped in original neat 'book boxes'?

HarryT · 11-11-2009, 12:53 PM

Quote:

Originally Posted by stoogeswoman

Both my husband and the Amazon tech guy think it has something to do with the screen driver (?) which means it's not really fixable. But it's nice to know their Customer Service is so responsive!

It's the screen controller - the electronics that turn all the little eInk capsules on and off. Horizontal and/or vertical lines appearing on the screen are a sure sign of a controller fault.

09-16-2009, 01:15 PM	#1
stoogeswoman Zealot Posts: 149 Karma: 492 Join Date: Feb 2009 Location: Reseda, CA Device: eBookwise 1150 and Kindle 1	Kindle screen issue, Customer Service very helpful I haven't posted here for a while, mainly because I'm spending every free minute reading content on my Kindle 1! Earlier this week I noticed a disturbance in the force - a horizontal white bar obscuring the text at the very top of the screen. I thought at first it was specific to just one book, but then noticed it was there all the time, even when it was turned off. And it was getting bigger! And vertical lines were appearing too! So this morning I phoned Amazon Customer Service and since it's still under one-year warranty, voila - they're sending me a replacement which should arrive tomorrow! Both my husband and the Amazon tech guy think it has something to do with the screen driver (?) which means it's not really fixable. But it's nice to know their Customer Service is so responsive!

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09-16-2009, 01:24 PM	#2
daffy4u I'm Super Kindle-icious Posts: 6,734 Karma: 2434103 Join Date: Apr 2008 Location: Long Drive, Calinadia Candafornia Device: KDXG, KT, Oasis	Amazon customer service does rock! Glad you helped so quickly.

11-11-2009, 12:23 PM	#3
havocthecat Junior Member Posts: 1 Karma: 10 Join Date: May 2008 Device: kindle, palm	Whereas I'm having the same issue, but since I'm out of warranty, all they can offer me is $100 off a refurbished Kindle 1. They claim not even to be able to repair it. (A discount off an upgrade would be nice too, I have to say. Ugh.)

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