PW2 software update issue, Amazon cs says broken

[stack]

I've been a lurker on these forums for a few years but have finally run into an issue where I need some intelligent help.

I received a paperwhite2 as a gift but mostly left it on airplane mode and simply copied over books I've reformatted using calibre (so unfortunately I don't know what software version is currently installed or installing). The other night I turned on wifi to let it update, but noticed the next night that the kindle had run out of battery and shutdown. When powered back up the 'software update' screen immediately displayed and the status bar proceeded to climb to about 15%, then stopped.

I left it plugged in all night but awoke to the same screen, same place. On reboot the exact same situation occurred, boot directly into software update and get to 15%, then nothing. I then attempted all known versions of resetting/charging/fixing that I could find, but in the end the boot cycle process always remained the same. To make matters worse, I also could not get the device recognized in either windows or linux.

Today I tried to fix it through Amazon cs but ultimately they were beyond worthless--they actually tried to have me buy a new device (still a bit angry that they have the balls to break a device by pushing an update, then ask for money).

Since Amazon was no help I dismantled the device and pulled the battery. I have read quite a few unbricking threads for the paperwhite using a serial cable, but I wanted to ask here if there are other first steps before I take on a new tech project.

Thanks for taking the time to read this, I really appreciate any/all ideas or directions.

[JazzyJeff]

Not sure how CS is worthless. They aren't magicians. Sounds like your Kindle failed during an update. These things happen.

[Yourcat]

In any case this thread wants to be moved into the dev forum by a mod.
As long as a normal user can not disable OTA updates I agree that Amazon has bricked this device. Similar things happens to W10 users as updates break compatibility of existing software.

[stack]

Originally Posted by JazzyJeff

Not sure how CS is worthless. They aren't magicians. Sounds like your Kindle failed during an update. These things happen.

worth·less
adjective
-having no real value or use.

I would say that my hour spent with CS was indeed that. After clearly explaining the update loop he asked me, three different times, to go into settings or into a book. Near the end of the conversation he even tried to blame my router and asked me to turn off wifi on the kindle.

A magician would have been nice, but competency might have been equally appreciated.

As to "these things happen", I totally agree. However, when the issue is directly related to a forced/pushed update, I completely expected them to stand behind their technology. They did not, therefore, beyond worthless.

To the real issue, I'm assuming after 400 views that this isn't going to be a simple fix so I went ahead and ordered a usb to serial on ebay for $10.

Mods, please move thread into the dev forum

[Cinisajoy]

No need to move the thread.
Here is the thread you need.
https://www.mobileread.com/forums/forumdisplay.php?f=150

Though since I am in a nice mood, if you feel your thread needs moved, click on the report button and ask in that message box. The report button is just to the right of karma.
Do not ask in the thread as the mods may or may not see it.

[stack]

Thanks Cinisajoy, first time asking for a thread move.