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Old 12-24-2012, 06:19 PM   #1
Dr. Drib
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Kindle 3 keyboard crack in plastic: AMAZON UNRESPONSIVE TO ANY SOLUTION

My Kindle 3 has now suffered a stress crack. It does not affect functionality, but I would like to know what choices I have in getting this remedied, especially since I am now in the U.S. for about 13 more days.

Thanks.




Don

Last edited by Dr. Drib; 12-26-2012 at 11:27 AM.
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Old 12-24-2012, 06:22 PM   #2
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Contact Kindle (Kindle not Amazon) Customer Support and see what they say.

http://www.amazon.com/gp/help/custom...deId=200127470
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Old 12-24-2012, 08:50 PM   #3
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When that happened to my dearly beloved(out of warranty) Kindle Keyboard about 2 months ago, Amazon offered me US$ 20.- towards the purchase of a basic no touch Kindle or US$ 50.- towards a Kindle Keyboard 3G. I took the latter option.
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Old 12-24-2012, 09:34 PM   #4
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Mine was still under warranty at the time and they sent me a new one without any hassles. It's a definite known issue, or at least the rep I talked to at the time knew exactly what I was talking about.
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Old 12-26-2012, 10:57 AM   #5
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Thanks, everyone.

I'll try to contact them today.



Don
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Old 12-26-2012, 11:26 AM   #6
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Here are the results of talking to a courteous Kindle representative:


Me:My Kindle 3g (keyboard) has developed a crack - about 3/4 of an inch, along one of the letters on the keyboard. T

Prashant:Hello Donald, my name is Prashant. I'm sorry to hear that your Kindle keyboard is damaged.

Me:Thank you. To be clear: I did not, however, damage it.

Prashant:Can you remember if the Kindle was dropped anytime or any physical pressure got applied on the device that might have caused this?

Me:No. I guard this thing very, very carefully. This is a KNOWN problem. (Also, if you'll check my history, you'll see that I've purchased plenty of Kindles - and with no previous problems.)
--- The only physical pressure is holding the device.

Prashant:Physical damages to the keyboard are very rare issues.
We will still be happy to replace your Kindle.
Even though your Kindle is no longer covered under the 1-year warranty, we will be able to create the replacement for a discounted price plus shipping.

Me:They may be very rare, based upon the millions sold. However, I am a Moderator at Mobileread.com, and we have a thread on this known issue.

Prashant:Also, you can have your replacement upgraded to a Kindle Touch, with 1-Year warranty.

Me:I HAVE a Kindle touch - a Paperwhite. Again, please check my purchase history. I'm not one to casually want replacements. This one, however, is faulty.

Prashant:I've checked your account and we do appreciate your business, Donald.
Please understand, the device is currently out of warranty, hence, we are unable to issue a free replacement.

Me:Kindle needs to do something about this stress cracks that have developed on Kindles.
I simply want a replacement for this device.

Prashant:I'll make sure to forward your feedback to our Kindle Team.

Me:I'm afraid I need more of a guarentee (spelling) than that.

Prashant:Would you like me to provide you with the replacement options?

Me:Yes. What are the options available for something that is not my fault?

Prashant:1. Certified Refurbished Kindle Touch, Wi-Fi, 6" E Ink Display - includes Special Offers & Sponsored Screensavers - $74
2. Certified Refurbished Kindle Touch 3G (ATT), Free 3G + Wi-Fi, 6" E Ink Display - includes Special Offers & Sponsored Screensavers - $104

Me:This is very unsatisfactory. I shall report this conversation fully with my MobileRead.com readers. --- Remember: this is a known problem. Perhaps you are too new to realize this?

Prashant:Alright. Let me just discuss this with my supervisor, who has been working with Amazon since before me, and check if this is indeed a known problem.
Could you please give me a couple of minutes?

Me:That would be appreciated.
Yes. Thank you.

Prashant:Thank you for being on hold, Donald.

Me:Additional purchase information: My Kindle 3g (with WiFi) was purchased for $250. It includes NO special offers and advertisments, which is certainly more desirable to me.
You're welcome.

Prashant:I just discussed this issue with my supervisor and I'm sorry but this is not a known problem with the devices and we are unable to make any exceptions with the replacement.

Me:As I mentioned, I am a Moderator at MobileRead.com. THIS IS A REPORTED KNOWN ISSUE. I will make this conversation available for dissemination and further discussion. Your supervisor - frankly - is in error.
You've been very courteous, and I appreciate this fact.

Prashant:Thank you.
I do realize this may be disappointing for you and I wish I had better news.

Me:Thank you for your time. Have your supervisor (or the person above him/her) to take a look at our website: MobileRead.com. ---- The Kindle forum is the busiest forum for ebook-reading devices.
------ Goodbye.

Prashant:I'll make sure to forward the forum to our Kindle Team.

Me:Thank you.
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Old 12-26-2012, 11:39 AM   #7
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Out of warranty, a crack that, as you say, does NOT affect functionality, but because you're a forum mod, you expect to get special treatment?

Really?

I mean, it's really nice when Amazon goes above and beyond their stated policies and required responsibility, which they seem to do quite a bit, but to expect or demand it?

I'm having a hard time feeling any outrage at their "unresponsiveness" in this case.

Last edited by ApK; 12-26-2012 at 11:45 AM.
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Old 12-26-2012, 11:50 AM   #8
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A bead in my screen exploded and destroys the experience for me. Amazon wouldn't do anything about it either, except give me paid replacement options too.

So yeah, that's typical. Just buy a new one. I'm getting a Paperwhite at the next chance I get.
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Old 12-26-2012, 11:56 AM   #9
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Quote:
Originally Posted by ApK View Post
Out of warranty, a crack that, as you say, does NOT affect functionality, but because you're a forum mod, you expect to get special treatment?

Really?

I mean, it's really nice when Amazon goes above and beyond their stated policies and required responsibility, which they seem to do quite a bit, but to expect or demand it?

I'm having a hard time feeling any outrage at their "unresponsiveness" in this case.

...only in the sense that I may be able to bring more attention to this issue as a Moderator.



Don
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Old 12-26-2012, 12:02 PM   #10
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Originally Posted by Jessica Lares View Post
A bead in my screen exploded and destroys the experience for me. Amazon wouldn't do anything about it either, except give me paid replacement options too.

So yeah, that's typical. Just buy a new one. I'm getting a Paperwhite at the next chance I get.


I have bought a new - about one month ago - a wonderful Kindle Paperwhite.



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Old 12-26-2012, 12:10 PM   #11
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Out of Warrenty Yet they Offered you a replacement at Reduced price.... So What are you griping about?
My K3 has been out of warrenty since it was 6 months old! It now 15 months old! Knock on wood still going strong! No cracks scrapes or anything else wrong! So no not all have problems. Those that do could still be considered a RARE problem Sales vs How many have been reported & replaced! You cant go by how many come here & Amazons Forum & complain LOL Too Many DONT Complain cause there is Nothing wrong LOL
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Old 12-26-2012, 12:19 PM   #12
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Where actually is the crack, Don? The known fault is to get a crack radiating from one of the corners of the screen bezel. Is that where yours is?
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Old 12-26-2012, 12:49 PM   #13
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Out of Warrenty Yet they Offered you a replacement at Reduced price.... So What are you griping about?
My K3 has been out of warrenty since it was 6 months old! It now 15 months old! Knock on wood still going strong! No cracks scrapes or anything else wrong! So no not all have problems. Those that do could still be considered a RARE problem Sales vs How many have been reported & replaced! You cant go by how many come here & Amazons Forum & complain LOL Too Many DONT Complain cause there is Nothing wrong LOL

I believe they offered one with special offers, which mine did not have. I think the price they quoted was the normal price. (I could be wrong on this, however. I have yet to check.)

Mine was also a 3g unit.


ADDED: ---- By no means do all of them have problems. However, it IS a known problem, reported in places other than MobileRead.



Don

Last edited by Dr. Drib; 12-26-2012 at 12:53 PM.
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Old 12-26-2012, 12:51 PM   #14
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Where actually is the crack, Don? The known fault is to get a crack radiating from one of the corners of the screen bezel. Is that where yours is?

It's begins on one of the rows of letters on the left side of the keyboard, and then radiates out and down.

STRIKE THAT: It's on the bottom left of the screen bezel and radiates out and down toward the keyboard.


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Old 12-26-2012, 12:53 PM   #15
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Haven't come across that one before, but I agree that it's the kind of thing that shouldn't occur in normal usage.
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