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Old 08-11-2011, 03:33 PM   #1
travis
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Hardware problem: next steps? warranty?

Three horizontal pixel rows no longer function on my Kindle 3, they are all on the bottom 10% of the screen. The unit is still very usable. There was no physical impact on the unit to cause this problem, it started with 2 rows not showing up one day and another row disappeared a few days later. This all happened in the last couple of weeks.

I purchased a Kindle 3 August 5th, 2010 from Amazon's web site and it was shipped on Sept. 1, 2010 and received a couple of days later. I used the USA web site and it was shipped to a USA address. I didn't purchase any special warranty protection, just the $139 WiFi unit.

So is this unit still under warranty? Do I have until 1 year after *receiving* it?

I am on an international trip now but return to the USA next week, so I am trying to figure out my options since the year is almost up. Also, I am hoping I won't have to separated from my beloved Kindle for long if, indeed, it is under warranty?
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Old 08-11-2011, 03:43 PM   #2
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I don't what the law is in your country, but in most places the question of warranty won't apply. The unit is defective, and it is up the retailer to replace it. This is a statutory right, and a warranty - or lack of it - won't change that.

I'd suggest you contact Amazon as soon as it's convenient and ask them for a replacement.
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Old 08-11-2011, 03:46 PM   #3
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Contact Kindle Support, to find out for sure.
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Old 08-11-2011, 04:18 PM   #4
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Originally Posted by Mike L View Post
I don't what the law is in your country, but in most places the question of warranty won't apply. The unit is defective, and it is up the retailer to replace it. This is a statutory right, and a warranty - or lack of it - won't change that.

I'd suggest you contact Amazon as soon as it's convenient and ask them for a replacement.
do not contact amazon, contact kindle support by phone.
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Old 08-11-2011, 06:10 PM   #5
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Old 08-11-2011, 07:49 PM   #6
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Amazon Kindle customer service (1-866-321-8851)
didn't know that they had a number to call as i have always asked them to call me (a web-based option in the support section) and i always have gotten a ring from them in a minute or less.
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Old 08-11-2011, 07:57 PM   #7
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Quote:
Originally Posted by travis View Post
Three horizontal pixel rows no longer function on my Kindle 3, they are all on the bottom 10% of the screen. The unit is still very usable. There was no physical impact on the unit to cause this problem, it started with 2 rows not showing up one day and another row disappeared a few days later. This all happened in the last couple of weeks.

I purchased a Kindle 3 August 5th, 2010 from Amazon's web site and it was shipped on Sept. 1, 2010 and received a couple of days later. I used the USA web site and it was shipped to a USA address. I didn't purchase any special warranty protection, just the $139 WiFi unit.

So is this unit still under warranty? Do I have until 1 year after *receiving* it?

I am on an international trip now but return to the USA next week, so I am trying to figure out my options since the year is almost up. Also, I am hoping I won't have to separated from my beloved Kindle for long if, indeed, it is under warranty?
If you want to call before returning to the US, the number is 206-266-0927. If you're in the US, use the number Pidgeon92 posted. Your warranty begins from your ship date: September 1st. Your replacement Kindle will have a full 90 day warranty. CS will take care of you.
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Old 08-12-2011, 01:48 AM   #8
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Thank you very much. So it looks like the warranty is indeed a year from receiving the item so I should be OK. I think I will just call when I am back in the USA, which is in one week. I promise to report back results here. I guess I am lucky this showed up in my 12 month of ownership and not the 13 month of ownership . . .
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Old 08-12-2011, 02:23 AM   #9
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Cool kindle customer service

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Thank you very much. So it looks like the warranty is indeed a year from receiving the item so I should be OK. I think I will just call when I am back in the USA, which is in one week. I promise to report back results here. I guess I am lucky this showed up in my 12 month of ownership and not the 13 month of ownership . . .
kindle customer service replaced my kindle 2 at no cost to me when it was over two years old. in fact they sent it out and told me to return the defective/broken one in the packaging that the replacement came it (and furnished me a pre-paid mailing label).
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Old 08-12-2011, 03:30 AM   #10
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kindle customer service replaced my kindle 2 at no cost to me when it was over two years old. in fact they sent it out and told me to return the defective/broken one in the packaging that the replacement came it (and furnished me a pre-paid mailing label).
Amazing! I hope I can get the same service. Really, my biggest concern is Kindle-separation-anxiety.
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Old 08-12-2011, 02:27 PM   #11
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Amazing! I hope I can get the same service. Really, my biggest concern is Kindle-separation-anxiety.
i know, although it turned out to not be necessary, for fear of exactly that, i bought received and began using my k3 before i'd even consider calling them about the k2. turned out to be a great excuse for the purchase of my k3 and my wife got the replacement k2. hope you get treated as well as i did.
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Old 08-12-2011, 03:25 PM   #12
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Kindle customer service has been amazing for me. I've had to return 2 damaged Kindles, and both times I feel that they had every right to just say "too bad for you."

The first time, I had the hairline crack on the K2 5-way. Just the other day, I accidentally leaned on my K3 and broke the top half of the screen.

In both cases, they sent me a replacement within 2 days. What's even more incredible is the K2 was one I bought used, so I wasn't even the original owner, and I hadn't given Amazon any money.
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Old 08-18-2011, 01:35 PM   #13
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Don't hesitate to contact Kindle support. They are amazing, best Customer Service I've ever dealt with. I had a kindle screen go bad, don't know if it broke or what (it always seemed like it was a little warped when I held it) then the replacement kept freezing. Both times I received a new kindle within a day and a half (I called late at night) and they email you a link to a return label. Use the original packaging and drop off at any UPS store.
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Old 08-19-2011, 11:52 AM   #14
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not too sure how you manage to break the kindle and get a new one for free when it was your fault? did you tell them what happened?
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Old 08-19-2011, 12:08 PM   #15
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not too sure how you manage to break the kindle and get a new one for free when it was your fault? did you tell them what happened?
Oddly enough, Amazon will generally allow one Kindle replacement when the customer was at fault. I heard of them being car-killed, sat on, walked on, swimming pool drowned, and so on. There has to be a piece left before they'll do a replacement, though.
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