New Amazon CS Phone call about the PW color hue defect - Page 3

Pushka · 10-25-2012, 10:44 PM

Quote:

Originally Posted by copyrite

I must be color blind :-). I have no issues with my new PW. .

I really don't like statements like this because it infers that because your kindle is fine, then others are complaining for the sake of it. And i am pretty sure you are not colour blind.

BTW my PPW is a good one but I dont dismiss that others are getting faulty ones that have nothing to do with their eyes!

copyrite · 10-26-2012, 05:49 AM

Quote:

Originally Posted by Pushka

I really don't like statements like this because it infers that because your kindle is fine, then others are complaining for the sake of it.

Please don't read things into my comment that I did not say. My PW is not perfect, but it suits my needs coming from a Kindle Keyboard. On the contrary I commiserate with those that have issues with their devices.

xendula · 10-26-2012, 07:59 PM

Amazon Andrew just called as promised. This time, he said he had a solution for me! Yay.
He said that he can send me two new units and that he is confident that the screens will be good and not have any issues. He did not confirm hat they changed the manufactoring process, and I assume that he is not supposed to comment on that, which is understandable. He did confirm that the units will be new and not refurbished. No sure when they'll get here, but he said he will call me again the day I receive them or the day after. I know it is really stupid, but I am really giddy with excitement now!!
It comforts me that he gave me the same answer as Sparklemotion, because of the constantly contradicting answers I used to get in the beginning.

I'll keep you guys posted.

Also, I received a new unit today (the second one I originally ordered in September as a gift). The weird thing is that I almost started to cry when I took it out of the box, because there we no colors at all on the screen, but as soon as the set-up process was complete, they settled. Mostly green, but with pink patches. I noticed two things: at the same light setting, it was darker than the other 3 I have here. But, strangely, the font also had more contrast, so, it was darker, but was more legible. I'll post pictures tomorrow.

I also noticed that there was zero light in the lower left corner (which made me regret it had the rainbow on it) and less pronounced light spots at the bottom, so maybe they ARE improving QC!

sparklemotion · 10-26-2012, 09:18 PM

YAY!

I'm so happy that Andrew gave you the same response as he gave me, xendula! That gives me some hope! I have to admit I was worried that he was going to say something different to you and then I'd know he was full of bullhooey all around.

Sorry about your other unit, but hopefully Andrew will come through for us and we'll finally get good units. I'm still skeptical it will happen, but here's hoping!

tmf2 · 10-26-2012, 09:26 PM

Quote:

Originally Posted by sparklemotion

YAY!

I'm so happy that Andrew gave you the same response as he gave me, xendula! That gives me some hope! I have to admit I was worried that he was going to say something different to you and then I'd know he was full of bullhooey all around.

Sorry about your other unit, but hopefully Andrew will come through for us and we'll finally get good units. I'm still skeptical it will happen, but here's hoping!

Hope you two get good ones. I'm just so skeptical at this point my trust level with Amazon and the way they are dealing with the PW is really low.

tmf2 · 10-26-2012, 09:33 PM

Quote:

Originally Posted by sparklemotion

I really don't think they'd be shouting it from the rooftops because there are plenty of people that do seem happy with their units (whether it's because they can't see the problems or their units are better, is anyone's guess) so I really don't think they would want to draw attention to the problem. I do agree with everything else you said though.

Good point but many that returned for a refund won't reorder until a statement is made that the issue has been resolved to avoid reliving the hassle of the never ending PW lottery. Its no secret, attention has already been drawn to the defective screen problems and folks with good ones are already aware of this also, so really there is nothing to lose for Amazon but much to gain.

sparklemotion · 10-26-2012, 09:35 PM

Quote:

Originally Posted by tmf2

Hope you two get good ones.

Thank you.

I'm very skeptical too, mainly because I don't understand how they could have fixed it so quickly. However, at least Andrew did tell me they are aware of the problem and it does seem he is trying to help us. Whether or not this will result in good, color blob free PW remains to be seen. I'm expecting my unit on Tuesday, but it may come as early as Monday. I'll let everyone know how it is and post pics then.

tmf2 · 10-26-2012, 09:41 PM

Quote:

Originally Posted by sparklemotion

Thank you.

I'm very skeptical too, mainly because I don't understand how they could have fixed it so quickly. However, at least Andrew did tell me they are aware of the problem and it does seem he is trying to help us. Whether or not this will result in good, color blob free PW remains to be seen. I'm expecting my unit on Tuesday, but it may come as early as Monday. I'll let everyone know how it is and post pics then.

I was thinking of waiting until you get your replacement before requesting a refund maybe there is a different approach I can take if your experience is positive.

xendula · 10-26-2012, 09:43 PM

Mine will be here on Tuesday as well. Strange, ummm, at the same time as yours, though ordered later!

Sparkle, our units will be a very good indication: either they are all good, or....

I am also glad he gave me the same answer, my heart jumped a beat when he finally said he found a solution for me, and that his solution for me is the same as for you.

Fingers crossed......

xendula · 10-26-2012, 09:44 PM

Quote:

Originally Posted by tmf2

I was thinking of waiting until you get your replacement before requesting a refund maybe there is a different approach I can take if your experience is positive.

Yes, I would wait until we report back on Tuesday night.

sparklemotion · 10-26-2012, 09:54 PM

Quote:

Originally Posted by tmf2

I was thinking of waiting until you get your replacement before requesting a refund maybe there is a different approach I can take if your experience is positive.

I think that's a good idea.

Quote:

Originally Posted by xendula

Mine will be here on Tuesday as well. Strange, ummm, at the same time as yours, though ordered later!

Sparkle, our units will be a very good indication: either they are all good, or....

I am also glad he gave me the same answer, my heart jumped a beat when he finally said he found a solution for me, and that his solution for me is the same as for you.

Fingers crossed......

I was so glad too! Fingers crossed for us.

I think the Tuesday date is mainly because of the weekend in between. Generally with Amazon Prime when I order right near the weekend, they will give me a Tuesday delivery date, but it often arrives a day early. I'm hoping that will be the case here. Although that is usually with UPS and this Kindle was sent Fed Ex.

jswinden · 10-26-2012, 10:06 PM

The logical, practical side of me thinks it is way too early for a hardware change to have been implemented. The skeptical side thinks they probably had someone look through several units until they found a couple they think the two of you will approve of.

I think the two of you will probably get some good units this time, but if you do I caution others to not take for granted that Amazon has found a real solution. Only when most of the people who receive replacements start reporting good units will I believe Amazon has actually fixed the problem.

sparklemotion · 10-26-2012, 10:13 PM

That's what the logical side of myself says to, Jack. I really hope xendula and I get good units on Tuesday, but I'd also really like to see a solution for everyone, of course. It's just not right to continue to send out these defective color hued units to people.

tmf2 · 10-26-2012, 10:40 PM

I just was reading posts from today at the Amazon forum. People have been receiving PW units today (26th) with the defective screens. I guess the fix hasn't rolled out yet.

Michele · 10-27-2012, 12:17 AM

I just got off the phone with a rep (I hadn't read this post yet) and told them I wanted a refund for my Paperwhite and case, following a defective replacement for my first defective Paperwhite. He said he'd heard nothing about this problem. I told him that if he knew about a fix in the works, to please tell me, and that would prompt me to buy another one after the problem was worked out. He said all he'd heard was the training info about the LEDs at the bottom of the screen.

My replacement was as bad or worse than the first. I'm referring to a bluish blob shadowy area near the center of the screen. Specifically, it seems to hover near text as opposed to white space between sections or paragraphs. It's most obvious in a dark room with the light turned up to maximum. Also the font appears dimmer and less bold in the areas with shaowing. The whole thing is too uncomfortable to read with.

At first I thought it was something like a negative afterimage (like what happens when a flash goes off in your face, then you look away and "see" it in another color). But I googled the problem and saw photos of what I saw, so a camera would not have reproduced it if it were related to human vision.

Apparently the reps have not been informed of anything.

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10-26-2012, 07:59 PM	#33
xendula eBookworm Posts: 2,300 Karma: 4525746 Join Date: Aug 2005 Location: East Coast brrrrr Device: Kindle 4B/K ~ Nexus 7 ~ Kindle Paperwhite 1&2 ~ iPad Air	Amazon Andrew just called as promised. This time, he said he had a solution for me! Yay. He said that he can send me two new units and that he is confident that the screens will be good and not have any issues. He did not confirm hat they changed the manufactoring process, and I assume that he is not supposed to comment on that, which is understandable. He did confirm that the units will be new and not refurbished. No sure when they'll get here, but he said he will call me again the day I receive them or the day after. I know it is really stupid, but I am really giddy with excitement now!! It comforts me that he gave me the same answer as Sparklemotion, because of the constantly contradicting answers I used to get in the beginning. I'll keep you guys posted. Also, I received a new unit today (the second one I originally ordered in September as a gift). The weird thing is that I almost started to cry when I took it out of the box, because there we no colors at all on the screen, but as soon as the set-up process was complete, they settled. Mostly green, but with pink patches. I noticed two things: at the same light setting, it was darker than the other 3 I have here. But, strangely, the font also had more contrast, so, it was darker, but was more legible. I'll post pictures tomorrow. I also noticed that there was zero light in the lower left corner (which made me regret it had the rainbow on it) and less pronounced light spots at the bottom, so maybe they ARE improving QC!

10-26-2012, 09:18 PM	#34
sparklemotion dangerous when cornered Posts: 1,855 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kindle Paperwhite	YAY! I'm so happy that Andrew gave you the same response as he gave me, xendula! That gives me some hope! I have to admit I was worried that he was going to say something different to you and then I'd know he was full of bullhooey all around. Sorry about your other unit, but hopefully Andrew will come through for us and we'll finally get good units. I'm still skeptical it will happen, but here's hoping!

10-26-2012, 09:43 PM	#39
xendula eBookworm Posts: 2,300 Karma: 4525746 Join Date: Aug 2005 Location: East Coast brrrrr Device: Kindle 4B/K ~ Nexus 7 ~ Kindle Paperwhite 1&2 ~ iPad Air	Mine will be here on Tuesday as well. Strange, ummm, at the same time as yours, though ordered later! Sparkle, our units will be a very good indication: either they are all good, or.... I am also glad he gave me the same answer, my heart jumped a beat when he finally said he found a solution for me, and that his solution for me is the same as for you. Fingers crossed......

10-26-2012, 10:06 PM	#42
jswinden Nameless Being	The logical, practical side of me thinks it is way too early for a hardware change to have been implemented. The skeptical side thinks they probably had someone look through several units until they found a couple they think the two of you will approve of. I think the two of you will probably get some good units this time, but if you do I caution others to not take for granted that Amazon has found a real solution. Only when most of the people who receive replacements start reporting good units will I believe Amazon has actually fixed the problem.

10-26-2012, 10:13 PM	#43
sparklemotion dangerous when cornered Posts: 1,855 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kindle Paperwhite	That's what the logical side of myself says to, Jack. I really hope xendula and I get good units on Tuesday, but I'd also really like to see a solution for everyone, of course. It's just not right to continue to send out these defective color hued units to people.

10-26-2012, 10:40 PM	#44
tmf2 Zealot Posts: 120 Karma: 575668 Join Date: Oct 2012 Device: Kindle 4 Kindle PW	I just was reading posts from today at the Amazon forum. People have been receiving PW units today (26th) with the defective screens. I guess the fix hasn't rolled out yet.

10-27-2012, 12:17 AM	#45
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	I just got off the phone with a rep (I hadn't read this post yet) and told them I wanted a refund for my Paperwhite and case, following a defective replacement for my first defective Paperwhite. He said he'd heard nothing about this problem. I told him that if he knew about a fix in the works, to please tell me, and that would prompt me to buy another one after the problem was worked out. He said all he'd heard was the training info about the LEDs at the bottom of the screen. My replacement was as bad or worse than the first. I'm referring to a bluish blob shadowy area near the center of the screen. Specifically, it seems to hover near text as opposed to white space between sections or paragraphs. It's most obvious in a dark room with the light turned up to maximum. Also the font appears dimmer and less bold in the areas with shaowing. The whole thing is too uncomfortable to read with. At first I thought it was something like a negative afterimage (like what happens when a flash goes off in your face, then you look away and "see" it in another color). But I googled the problem and saw photos of what I saw, so a camera would not have reproduced it if it were related to human vision. Apparently the reps have not been informed of anything.

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