MobileRead Forums - View Single Post - An excellent Kindle customer service experience

goggin · 08-23-2009, 02:31 AM

Recently the navigation button/peg on my few months old Kindle 2 split in half. Weird. The button split in half and, although both halves were retained by the Kindle housing in which it sits, the two halves rattled around badly and had sharp edges that could have cut if pressed on hard enough. One of the two halves of the button was still connected in whatever way needed such that I could still control the Kindle...not well, but it worked after a fashion. But the other half was not connected to anything and just rattled around in the housing.

I was surprised and disappointed as I'd come to love this little device, and I'd always kept it in the leather cover Amazon specially made for this device. So I called Amazon to see how I might get this repaired, expecting to be sans Kindle for 4-6 weeks....not a pleasant thought!

Much to my surprise, Amazon CS was very helpful, told me this would be covered under the warranty (I was surprised, but didn't question this good fortune!), and quickly arranged to overnight me a brand new Kindle 2 and email a pre-paid shipping label such that I could mail the old one back in the same box the new one would come in.

Sure enough, the next day I had a bright, shiny new Kindle...and a convenient box + pre-paid shipping label to mail the other one back with a simple drop off at my local UPS store.

I was so surprised at this excellent service that I just had to tell this group. In this day and age, any good CS experience has to be celebrated!

------

Oh, and btw, transferring all my books to the new Kindle was a total non-issue. When I fired up the new Kindle, the contents had a section titled "Archived" which listed all the content I'd ever purchased for the Kindle...and selecting any item caused it to be downloaded and restored to the new Kindle. IOW...piece 'o cake.

08-23-2009, 02:31 AM	#1
goggin Enthusiast Posts: 37 Karma: 30034 Join Date: May 2008 Device: kindle	An excellent Kindle customer service experience Recently the navigation button/peg on my few months old Kindle 2 split in half. Weird. The button split in half and, although both halves were retained by the Kindle housing in which it sits, the two halves rattled around badly and had sharp edges that could have cut if pressed on hard enough. One of the two halves of the button was still connected in whatever way needed such that I could still control the Kindle...not well, but it worked after a fashion. But the other half was not connected to anything and just rattled around in the housing. I was surprised and disappointed as I'd come to love this little device, and I'd always kept it in the leather cover Amazon specially made for this device. So I called Amazon to see how I might get this repaired, expecting to be sans Kindle for 4-6 weeks....not a pleasant thought! Much to my surprise, Amazon CS was very helpful, told me this would be covered under the warranty (I was surprised, but didn't question this good fortune!), and quickly arranged to overnight me a brand new Kindle 2 and email a pre-paid shipping label such that I could mail the old one back in the same box the new one would come in. Sure enough, the next day I had a bright, shiny new Kindle...and a convenient box + pre-paid shipping label to mail the other one back with a simple drop off at my local UPS store. I was so surprised at this excellent service that I just had to tell this group. In this day and age, any good CS experience has to be celebrated! ------ Oh, and btw, transferring all my books to the new Kindle was a total non-issue. When I fired up the new Kindle, the contents had a section titled "Archived" which listed all the content I'd ever purchased for the Kindle...and selecting any item caused it to be downloaded and restored to the new Kindle. IOW...piece 'o cake. Last edited by goggin; 08-23-2009 at 02:35 AM.