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Old 02-03-2008, 02:08 PM   #1
TallMomof2
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Unhappy It's really dead this time

My Kindle is definitely dead this time.

Yesterday I went to bring it out of sleep mode and the screen went blank. Completely blank. Not black but blank as in no power. The LCD scroll bar still works. EVDO still works. USB sync still works. Just no screen.

Just called Amazon support (thankfully, I had a copy of the user guide with the support number on my PC) so I had easy access to the customer service number. After about a ten minute support call, where the rep downloaded info from my Kindle, he decided to send me a new one. I'll let you know the status in seven to ten days.

Already going through Kindle withdrawal.
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Old 02-03-2008, 02:42 PM   #2
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Already going through Kindle withdrawal.
My condolences! I don't even want to think about being without it, although I do have a Sony Reader to tide me over if worst comes to worst.
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Old 02-04-2008, 11:33 AM   #3
NatCh
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After about a ten minute support call, where the rep downloaded info from my Kindle, he decided to send me a new one. I'll let you know the status in seven to ten days.
I must say, that's pretty impressive customer service! I hadn't considered the implications of the direct wireless connection on how they could support the hardware, and their sending you a new one like that is great.
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Old 02-04-2008, 11:38 AM   #4
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I'll let you know the status in seven to ten days.
If replacement turn around is now 7-10 days, then this has improved too which is very good news.
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Old 02-06-2008, 09:11 PM   #5
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My FIRST Kindle had a bad habit of having to be reset (pulling the back cover off and pushing something in the little reset hole) about every third time I would turn it on. I called customer support and they did the "have me reset it while I was on the phone" so they could download my boot logs or something. They emailed me the next day to confirm that it was broke. (I knew that but they needed to confirm or something). They sent me a return address with the email and two days latter my new Kindle arrived overnight mail! Absolutely the best customer support experience I've ever had. I was totally astounded at how quick they were to respond and have no complaints. New one works just fine.
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Old 02-07-2008, 05:27 PM   #6
TallMomof2
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I'm even more impressed with Amazon's customer service. Sunday I was verbally told 7 to 10 business days for the replacement. Came down with the flu so I haven't been near my PC since Monday and today I checked at Amazon and the estimated delivery said March 4 to March 18. I was really depressed by that. (Yeah, I know a little dramatic but I'm still pretty wonky.) About an hour ago I received an email telling my my replacement Kindle will be here tomorrow. So replacement time is 5 days, which is great considering the high demand for the device.
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Old 02-08-2008, 05:26 AM   #7
astra
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I believe they have done a very wise move. Instead of selling out every single unit (out of greediness), they left a certain number of units for CS/replacement issues.
Well done Amazon. Very thoughful and wise.
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Old 02-08-2008, 12:59 PM   #8
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Hopefully they learned after the first batch. People who had problems had to wait a long time and were pretty peeved. It sounds to me like they held some back out of the second batch.
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Old 02-08-2008, 01:04 PM   #9
TallMomof2
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I think they held back some from the first shipment but demand was so great someone made the unwise decision to send out the replacement Kindles to fulfill the orders. Either that or there were more DOA Kindles than anticipated.

My replacement is here and after I re-massage my DRMed MobiPocket books all will be good.
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