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Old 08-03-2010, 12:18 PM   #1
Blackguard
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Customer service story (positive)

I just wanted to share my customer service story with Amazon. I'm already a big fan of Amazon and it is my go-to online retailer for nearly everything non-book and book too.

I had not updated my launch Kindle 2 (Feb '09) to the 2.5 firmware, so last weekend I decided to do that on a whim by turning on the 3G. I could tell that it was downloading the update and left it alone for a little while. When I came back to it about 30 minutes later, the device was bricked (with the 'Repair Needed, please call Amazon at the following number' message). This was a completely unmodified K2 (ie. no hacks installed), so I was a little miffed. The K2 had never given me any problems and it is probably my favorite piece of gadgetry and was in pristine condition. I was a little concerned because it was out of warranty (by a good 6 months). I called the number on the display and the first level representative quickly bumped my call up to tech support. They must have recognized the problem and bascially just replaced the K2 at no cost, overnight shipping and all. It was the easiest tech call I've had to make in the past decade, and probably took less than 15 minutes all together. My new kindle arrived 2 days later (Sunday -> Tuesday : probably overnighted from Monday). I put my old kindle in the new box and shipped it back at no cost via UPS.

My replacement K2 looks brand-new (it could be a well-preserved refurb also) and the 2.5 update is great. That is why I'm a loyal Amazon fan.
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Old 08-03-2010, 03:13 PM   #2
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Amazing

Thanks for sharing that. They are amazing at how they handle people. Customer service departments from other companies could learn from Amazon.

Rusty
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Old 08-03-2010, 03:18 PM   #3
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That is so good to know I am thinking about getting the new kindle 3 wifi only. I have a bunch of kindle books that I read on kindle4pc.
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Old 08-03-2010, 06:49 PM   #4
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Quote:
They are amazing at how they handle people. Customer service departments from other companies could learn from Amazon.

Rusty
This be troo.
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Old 08-03-2010, 08:14 PM   #5
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My kindle got that message too, so living in Australia I thought I would just try a hard restart. Worked like a dream.
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Old 08-04-2010, 11:49 AM   #6
Blackguard
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Originally Posted by Pushka View Post
My kindle got that message too, so living in Australia I thought I would just try a hard restart. Worked like a dream.
I tried that also and it got into a weird reboot loop. I finally got it to get into the (undocumented) recovery mode, connected it to my computer so I could get all of my books off before I sent it in.
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Old 08-05-2010, 03:33 PM   #7
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it's really a wonderful service.
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