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Originally Posted by rhadin
It seems to me that the questions that are not asked are: Why are the buttons getting worse? Why does Amazon have to replace so many Kindles? Are there really many more Kindles that need replacement but that the owners are unaware of it?
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Given the number of Kindle out there, I'm not at all sure that a high proportion of them DO need replacing. It's a small sample size to be sure, but neither my own Kindles, nor those of any of my friends or work colleagues have needed replacement.
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What I find interesting is that Kindlers do not find the disruption caused by having to have a Kindle replaced to be a negative when discussing Amazon. In contrast, every time a Sony, for example, needs replacing -- regardless of whether the fault is Sony's or the owner's -- it is a negative mark against Sony. The differences in the way the companies are viewed by their customers is interesting.
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Don't forget that there's also the issue of how it's dealt with. Compare the experience of sending away your Sony for repair and waiting two months while you hope that Sony will repair it and not (as they did with me) claim that there's no fault, and charge you $70 to send it back to you, with the Amazon experience of them sending you a replacement and THEN requesting you to send the original back to them. A rather more satisfactory experience, I'm sure you'll agree?