|
An agent gave me their current guidance script for customers as of yesterday:
"DO say “Only a small number of Colorsoft were impacted, and we feel confident it is resolved. Our teams will send you a replacement as soon as it’s available, and you’ll be notified once that happens.”
Then, apologize for the inconvenience, and offer the following options: 1. Replacement is unavailable, please continue using your device, and we'll ship it when ready 2. If you'd still like to return we can process an advance refund today, and send you a 20% code - [redacted] redeemable on any other Kindle devices/bundles. If you liked the formfactor of Colorsoft, we recommend our new Kindle Paperwhite SE, it ships immediately, also comes with wireless charging and waterproofing and Colorsoft's accessories are compatible too. Note: Customers who have already returned their device for a refund can use this code also."
and stated internal guidance says:
"They are currently saying about 8 weeks on replacements."
The agent also said internal guidance now refers to it as an emergent issue. That wording choice is interesting.
|