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Originally Posted by devilsadvocate
Manufacturers brought prices down by offshoring, and they know that if you wanted something badly enough in the first place, you'll be back for another one if something happens to the first one so, like every other manufacturing concern, they have no vested interest in making their products bulletproof.
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Offshoring isn't the problem. Pretty much everything is offshored these days. Everyone wants to reduce costs, so manufacturing moves to where it can be done cheaper.
Merely having devices made offshore doesn't mean poor quality. The Asian manufacturers are perfectly capable of building quality devices. The problem is that quality
costs, and people don't want to pay for it.
If your purchase decision is ultimately determined by lowest price, well, you get what you pay for...
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I'm sorry Tom's Kindle died, and equally happy Amazon offered to replace it, but yes, that is what I would call "above and beyond". In addition, does Amazon require the original to be sent back? If so, they will most likely fix it and sell it as refurbished, so don't look for any altruism there.
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Amazon is customer centric. They're a catalog retailer. In any business, 80% of your incremental revenue comes from doing more business with your existing customers, so it behooves you to keep your customers happy so they'll come back. This is especially critical in retail, where the customer has lots of choices about where to buy.
So no surprise Amazon is doing something like replacing a failing Kindle. It keeps a customer happy, and is good PR for them, as the happy customer is likely to tell his friends about the good service, and maybe some of them who aren't Amazon customers will become one.
For Amazon, this is all enlightened self interest.
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Dennis