Kindle Voyage - I Am Devestated!

LovesEBooks · 06-11-2016, 10:08 PM

I've had several ereaders over the years and I've never had one break. Today I was using my Kindle Voyage at around 1:30 PM, put it in my bag and carried on. Then I took it out again around 6:00 PM and the screen has lines running horizontally across the screen. The screen won't turn on and I can't shut it off or reset it.

All of my readers are in cases. I didn't once drop this bag or Kindle and nothing was thrown on it. I am so confused how this happened. I can't call Amazon until tomorrow. Has anyone had a similar problem and how did it go with Amazon?

Cinisajoy · 06-11-2016, 10:12 PM

How do you carry your bag? And so sorry for your loss.
I know even without trying my purse bumps into my hips at times. It could have been jarred that way.
How old is the Voyage?
Your best bet is just contact Amazon.

LovesEBooks · 06-11-2016, 10:34 PM

Quote:

Originally Posted by Cinisajoy

How do you carry your bag? And so sorry for your loss.
I know even without trying my purse bumps into my hips at times. It could have been jarred that way.
How old is the Voyage?
Your best bet is just contact Amazon.

It concerns me that it could break so easily in a case.

I've had it just over a two months.

Cinisajoy · 06-11-2016, 10:45 PM

Yes, contact Amazon. That does sound a bit bad since I know some kindles that have just been thrown in bins and they are fine.
Oh did you pay for it with a credit card? Some of them have automatic warranty protection too.
Good luck.

meeera · 06-11-2016, 11:20 PM

Quote:

Originally Posted by LovesEBooks

I've had several ereaders over the years and I've never had one break. Today I was using my Kindle Voyage at around 1:30 PM, put it in my bag and carried on. Then I took it out again around 6:00 PM and the screen has lines running horizontally across the screen. The screen won't turn on and I can't shut it off or reset it.

Are the lines purely horizontal, or are there any (even just one) diagonal or curved line(s)? Can you post a good photo?

HarryT · 06-12-2016, 03:46 AM

Please post a photograph of the screen so we can see what it looks like. If it's a screen substrate fracture, that's user damage and obviously not covered by warranty. If it's something else, the warranty may cover it. We need to see a photograph in order to be able to help.

LovesEBooks · 06-12-2016, 10:06 AM

Thanks guys! I'm trying to do this from my phone so I'm hoping I got the images attached!

I will say that if it ends up being that I broke it, I'm going to be pretty disappointed. I won't reiterate everything I've said but I'll be sick over it because I'm so careful with my devices.

I'll have to add the pictures when I get home. It doesn't seem to want to add from my phone.

pidgeon92 · 06-12-2016, 02:33 PM

My husband had his original Kindle in his briefbag in an Oberon case, and something in his bag knocked into it during his commute and broke the screen. We were quite sad at the time, I think I paid $389 for that Kindle.

Hopefully yours is a screen control issue, and will be replaced under warranty. If not, contact Amazon anyway, they may offer you a credit towards a new Kindle.

Josieb1 · 06-12-2016, 05:28 PM

It's worth taking to Amazon they might be able to help. I must admit I always buy the extended warrantys for Kindles as they cover accidental damage.

LovesEBooks · 06-12-2016, 07:16 PM

Okay. So here's the close up. My husband is super techy and he says that it does look like a broken screen but he doesn't think so. It refuses to respond to button pushes, can't be turned on or off, and right now is plugged in to my computer and is blinking on and off randomly.

On chat with Amazon support now. Keeping my fingers crossed!

robko · 06-12-2016, 07:26 PM

Broken substrate for sure.

LovesEBooks · 06-12-2016, 07:56 PM

Thankfully Amazon is opening a warranty request. So I'll send it in and I'm buying a new case because I'm just a little paranoid now. It'll be mailed off tomorrow.

Thanks for taking your time to check out my post!

Atunah · 06-12-2016, 08:14 PM

Quote:

Originally Posted by LovesEBooks

Thankfully Amazon is opening a warranty request. So I'll send it in and I'm buying a new case because I'm just a little paranoid now. It'll be mailed off tomorrow.

Thanks for taking your time to check out my post!

That is good to hear. Glad they are coming through for you. Good idea to get a different case now. Hopefully you'll be back to reading soon again.

meeera · 06-12-2016, 10:20 PM

Quote:

Originally Posted by robko

Broken substrate for sure.

Yes, that's smashed up good. You can see the radiating lines.

HarryT · 06-13-2016, 01:56 AM

That's an absolutely classic image of a broken screen substrate. It is not covered by warranty; you broke it.

06-11-2016, 10:08 PM	#1
LovesEBooks Member Posts: 18 Karma: 100000 Join Date: Oct 2014 Device: Kindle Voyage	Kindle Voyage - I Am Devestated! I've had several ereaders over the years and I've never had one break. Today I was using my Kindle Voyage at around 1:30 PM, put it in my bag and carried on. Then I took it out again around 6:00 PM and the screen has lines running horizontally across the screen. The screen won't turn on and I can't shut it off or reset it. All of my readers are in cases. I didn't once drop this bag or Kindle and nothing was thrown on it. I am so confused how this happened. I can't call Amazon until tomorrow. Has anyone had a similar problem and how did it go with Amazon?

06-12-2016, 10:06 AM	#7
LovesEBooks Member Posts: 18 Karma: 100000 Join Date: Oct 2014 Device: Kindle Voyage	Thanks guys! I'm trying to do this from my phone so I'm hoping I got the images attached! I will say that if it ends up being that I broke it, I'm going to be pretty disappointed. I won't reiterate everything I've said but I'll be sick over it because I'm so careful with my devices. I'll have to add the pictures when I get home. It doesn't seem to want to add from my phone. Last edited by LovesEBooks; 06-12-2016 at 10:13 AM. Reason: Adding pictures

06-12-2016, 07:16 PM	#10
LovesEBooks Member Posts: 18 Karma: 100000 Join Date: Oct 2014 Device: Kindle Voyage	Okay. So here's the close up. My husband is super techy and he says that it does look like a broken screen but he doesn't think so. It refuses to respond to button pushes, can't be turned on or off, and right now is plugged in to my computer and is blinking on and off randomly. On chat with Amazon support now. Keeping my fingers crossed! Attached Thumbnails

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06-11-2016, 10:12 PM	#2
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	How do you carry your bag? And so sorry for your loss. I know even without trying my purse bumps into my hips at times. It could have been jarred that way. How old is the Voyage? Your best bet is just contact Amazon.

06-11-2016, 10:45 PM	#4
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	Yes, contact Amazon. That does sound a bit bad since I know some kindles that have just been thrown in bins and they are fine. Oh did you pay for it with a credit card? Some of them have automatic warranty protection too. Good luck.

06-12-2016, 03:46 AM	#6
HarryT eBook Enthusiast Posts: 85,560 Karma: 93980341 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Please post a photograph of the screen so we can see what it looks like. If it's a screen substrate fracture, that's user damage and obviously not covered by warranty. If it's something else, the warranty may cover it. We need to see a photograph in order to be able to help.

06-12-2016, 02:33 PM	#8
pidgeon92 Wizard Posts: 3,144 Karma: 8426142 Join Date: Jun 2008 Location: Chicago, IL Device: Kindle PW2, Kindle Voyage, Kindle DXG, Boox M90, Kobo Aura HD	My husband had his original Kindle in his briefbag in an Oberon case, and something in his bag knocked into it during his commute and broke the screen. We were quite sad at the time, I think I paid $389 for that Kindle. Hopefully yours is a screen control issue, and will be replaced under warranty. If not, contact Amazon anyway, they may offer you a credit towards a new Kindle.

06-12-2016, 05:28 PM	#9
Josieb1 Grand Sorcerer Posts: 5,100 Karma: 18051062 Join Date: Nov 2009 Location: UK Device: Kindle Scribe, Coloursoft, PW SE, Kindle 6, Kobo Libra 2, Clara BW	It's worth taking to Amazon they might be able to help. I must admit I always buy the extended warrantys for Kindles as they cover accidental damage.

06-12-2016, 07:26 PM	#11
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	Broken substrate for sure.

06-12-2016, 07:56 PM	#12
LovesEBooks Member Posts: 18 Karma: 100000 Join Date: Oct 2014 Device: Kindle Voyage	Thankfully Amazon is opening a warranty request. So I'll send it in and I'm buying a new case because I'm just a little paranoid now. It'll be mailed off tomorrow. Thanks for taking your time to check out my post!

06-13-2016, 01:56 AM	#15
HarryT eBook Enthusiast Posts: 85,560 Karma: 93980341 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	That's an absolutely classic image of a broken screen substrate. It is not covered by warranty; you broke it.

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