Verge Report - Amazon Rep comment on Colorsoft Issue

JoeC · 11-05-2024, 02:31 PM

Just in case this is helpful -

https://www.theverge.com/2024/11/5/2...plaints-issues

It sounds to me like it’s a hardware issue and devices will be replaced.

JoeC · 11-05-2024, 02:56 PM

Here’s a similar update on Engadget- https://www.engadget.com/mobile/tabl...190143346.html

Paperbackstash · 11-05-2024, 03:24 PM

It's funny it says this:

" The Verge’s own review unit has it, but Andrew Liszewski, who is testing it for us, says in his case, the discoloration is not especially visible to his eyes and shows up more obviously in photos."

Because almost every post I have seen on this on Reddit says that it's worse in person for almost all devices and only shows up a little on a lot of the photos. This makes sense as it's hard to accurately get the e-ink screen right with a lot of mobile phone cameras.

Hollow Man · 11-05-2024, 03:30 PM

I've seen a few people on Reddit claim they've gotten on "lists" to get a replacement. But at this point I don't think this info via The Verge is clear to all Amazon reps, so I'm going to wait another day or two, and see if we get further information on this. Amazon really should reach out proactively to all customers, with a clear process on how to get this rectified, ensuring we don't get another bad unit.

As a person who owns one, once you know what the issue is, then you get really good at spotting it. I see it on all photos and videos, even on ones where people claim they don't have it. As far as I'm concerned, it's clearly an issue with all devices, so I want to be sure these are all out of the supply chain before I get another.

JoeC · 11-05-2024, 04:15 PM

Quote:

Originally Posted by Hollow Man

I've seen a few people on Reddit claim they've gotten on "lists" to get a replacement. But at this point I don't think this info via The Verge is clear to all Amazon reps, so I'm going to wait another day or two, and see if we get further information on this. Amazon really should reach out proactively to all customers, with a clear process on how to get this rectified, ensuring we don't get another bad unit.

As a person who owns one, once you know what the issue is, then you get really good at spotting it. I see it on all photos and videos, even on ones where people claim they don't have it. As far as I'm concerned, it's clearly an issue with all devices, so I want to be sure these are all out of the supply chain before I get another.

I think that’s a good strategy. I got in line early for a replacement and it was a little worse than my original. I’m hoping they figure it out - I really like the device.

Hollow Man · 11-05-2024, 04:41 PM

Right now things are going at the speed of Internet, and with that impatience, we really can't be sure what's going on. They haven't even said what the fault is, so how can we be sure whatever they say now is going to fix it? Before this we heard they were doing a software update!

It hasn't even been a week yet, so it seems prudent to wait some more to ensure a proper strategy is in place to address the issue.

Hollow Man · 11-05-2024, 04:50 PM

From the Colorsoft USA page:

We Want You To Know

A small number of customers have reported a yellow band along the bottom of the display. We take the quality of our products seriously—customers who notice this can reach out to our customer service team for a replacement or refund, and we’re making the appropriate adjustments to ensure that new devices will not experience this issue moving forward.

Another reason to wait, from Reddit:

"I reached out to Amazon and they stated that, once units are available, they'll be emailing all customers that have the Kindle and haven't replaced it yet."

True? Who knows. Have to wait a bit and see.

issybird · 11-05-2024, 05:04 PM

There's a lot to unpick in that statement.

"Small number"? What does small mean in this context?

And, "reach out for a replacement or refund", which going by reports was not on offer to early complainants, who were told refund or nothing, then they could reorder, sorrynotsorry about losing that discount. I assume they'll be fixing that, but I wouldn't want to be on the consumer side of that phone call.

And, so much for the software fix. I always found that dubious.

They're spinning this as best they can, but it's pretty wobbly.

Paperbackstash · 11-05-2024, 05:05 PM

Correct - many were told to hold off from CS due to a software fix, but if they have put that one the page now, that's a different story.

Hollow Man · 11-05-2024, 05:06 PM

Small number in comparison to how many they sold. I'm sure there are plenty of people like me who know there is an issue, but haven't reported it to them. Yet.

jackm8 · 11-05-2024, 06:12 PM

Why can't someone make a tread about Kindle Colorsoft? We have two locked threads about recalls, this thread, then the rest of the discussion about the device randomly thrown across Kindle's new devices thread and there's another one in Calibres board.

issybird · 11-05-2024, 06:23 PM

Quote:

Originally Posted by jackm8

Why can't someone make a tread about Kindle Colorsoft? We have two locked threads about recalls, this thread, then the rest of the discussion about the device randomly thrown across Kindle's new devices thread and there's another one in Calibres board.

Who said you couldn’t?

The locked threads were locked because they were about rumors that were already being discussed and one had been posted in the News forum. Feel free to start a device-specific thread.

Hollow Man · 11-06-2024, 12:23 PM

So my initial judgment call to wait was probably the right one. I spoke to Amazon for an hour, and they said they can't issue a replacement until they're back in stock (even though people on Reddit say they've been able to get on a list to have devices proactively sent to them when available). They claim they'll call me when they're available again (yeah right), and that I'll get an email detailing our conversation (hasn't happened yet; edit: I got the email).

It's maddening how their blurb on their website says they'll get replacements to people, but when you call...nope! Such a botched launch, and they are not doing a good job at making us whole...

tomsem · 11-06-2024, 08:36 PM

I have finally been able to check my Colorsoft. It arrived exactly a week ago, but I was traveling.

I do not see any yellow band, at any brightness level, in Vivid or in Standard Color Style, from any viewing angle, or by trying my best to imagine it is there. It's running Firmware version 5.18.1.0.1 (updated immediately after connection to WiFi).

I have not yet had a chance to compare it with my Inkpad Color 3 or Kobo Clara Colour, but that's for another thread.

I can confirm it is not a target for Download for transfer by USB, and /system folder is not visible.

It looks like PDFs are converted to Print Replica format for this model (and I suspect for the other 2024 models). Reading position, highlights, and text notes sync between it, Scribe, and the Kindle apps. My Kindle Paperwhite 5 (11th generation), running the latest firmware, still gets PDF and nothing syncs.

jhowell · 11-06-2024, 09:25 PM

Quote:

Originally Posted by tomsem

It's running Firmware version 5.18.1.0.1 (updated immediately after connection to WiFi).

Are you sure? Mine updated to version 5.18.0.1.

11-05-2024, 02:31 PM	#1
JoeC Addict Posts: 397 Karma: 2257942 Join Date: Aug 2007 Device: Kindle Oasis 2 and 3, Scribe, reMarkable Pro	Verge Report - Amazon Rep comment on Colorsoft Issue Just in case this is helpful - https://www.theverge.com/2024/11/5/2...plaints-issues It sounds to me like it’s a hardware issue and devices will be replaced.

11-05-2024, 03:30 PM	#4
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	I've seen a few people on Reddit claim they've gotten on "lists" to get a replacement. But at this point I don't think this info via The Verge is clear to all Amazon reps, so I'm going to wait another day or two, and see if we get further information on this. Amazon really should reach out proactively to all customers, with a clear process on how to get this rectified, ensuring we don't get another bad unit. As a person who owns one, once you know what the issue is, then you get really good at spotting it. I see it on all photos and videos, even on ones where people claim they don't have it. As far as I'm concerned, it's clearly an issue with all devices, so I want to be sure these are all out of the supply chain before I get another. Last edited by Hollow Man; 11-05-2024 at 03:32 PM.

11-06-2024, 12:23 PM	#13
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	So my initial judgment call to wait was probably the right one. I spoke to Amazon for an hour, and they said they can't issue a replacement until they're back in stock (even though people on Reddit say they've been able to get on a list to have devices proactively sent to them when available). They claim they'll call me when they're available again (yeah right), and that I'll get an email detailing our conversation (hasn't happened yet; edit: I got the email). It's maddening how their blurb on their website says they'll get replacements to people, but when you call...nope! Such a botched launch, and they are not doing a good job at making us whole... Last edited by Hollow Man; 11-06-2024 at 12:33 PM.

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11-05-2024, 02:56 PM	#2
JoeC Addict Posts: 397 Karma: 2257942 Join Date: Aug 2007 Device: Kindle Oasis 2 and 3, Scribe, reMarkable Pro	Here’s a similar update on Engadget- https://www.engadget.com/mobile/tabl...190143346.html

11-05-2024, 03:24 PM	#3
Paperbackstash Wizard Posts: 1,656 Karma: 20102554 Join Date: Aug 2018 Location: Central Florida Device: Oasis 3, PW 3 & 5, Fire HD 8 & 10	It's funny it says this: " The Verge’s own review unit has it, but Andrew Liszewski, who is testing it for us, says in his case, the discoloration is not especially visible to his eyes and shows up more obviously in photos." Because almost every post I have seen on this on Reddit says that it's worse in person for almost all devices and only shows up a little on a lot of the photos. This makes sense as it's hard to accurately get the e-ink screen right with a lot of mobile phone cameras.

11-05-2024, 04:41 PM	#6
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	Right now things are going at the speed of Internet, and with that impatience, we really can't be sure what's going on. They haven't even said what the fault is, so how can we be sure whatever they say now is going to fix it? Before this we heard they were doing a software update! It hasn't even been a week yet, so it seems prudent to wait some more to ensure a proper strategy is in place to address the issue.

11-05-2024, 04:50 PM	#7
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	From the Colorsoft USA page: We Want You To Know A small number of customers have reported a yellow band along the bottom of the display. We take the quality of our products seriously—customers who notice this can reach out to our customer service team for a replacement or refund, and we’re making the appropriate adjustments to ensure that new devices will not experience this issue moving forward. Another reason to wait, from Reddit: "I reached out to Amazon and they stated that, once units are available, they'll be emailing all customers that have the Kindle and haven't replaced it yet." True? Who knows. Have to wait a bit and see.

11-05-2024, 05:04 PM	#8
issybird o saeclum infacetum Posts: 21,293 Karma: 234636059 Join Date: Oct 2010 Location: New England Device: Mini, H2O, Glo HD, Aura One, PW4, PW5	There's a lot to unpick in that statement. "Small number"? What does small mean in this context? And, "reach out for a replacement or refund", which going by reports was not on offer to early complainants, who were told refund or nothing, then they could reorder, sorrynotsorry about losing that discount. I assume they'll be fixing that, but I wouldn't want to be on the consumer side of that phone call. And, so much for the software fix. I always found that dubious. They're spinning this as best they can, but it's pretty wobbly.

11-05-2024, 05:05 PM	#9
Paperbackstash Wizard Posts: 1,656 Karma: 20102554 Join Date: Aug 2018 Location: Central Florida Device: Oasis 3, PW 3 & 5, Fire HD 8 & 10	Correct - many were told to hold off from CS due to a software fix, but if they have put that one the page now, that's a different story.

11-05-2024, 05:06 PM	#10
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	Small number in comparison to how many they sold. I'm sure there are plenty of people like me who know there is an issue, but haven't reported it to them. Yet.

11-05-2024, 06:12 PM	#11
jackm8 Addict Posts: 332 Karma: 3000000 Join Date: Nov 2015 Device: none	Why can't someone make a tread about Kindle Colorsoft? We have two locked threads about recalls, this thread, then the rest of the discussion about the device randomly thrown across Kindle's new devices thread and there's another one in Calibres board.

11-06-2024, 08:36 PM	#14
tomsem Grand Sorcerer Posts: 6,939 Karma: 27060151 Join Date: Apr 2009 Location: USA Device: iPhone 15PM, Kindle Scribe, iPad mini 6, PocketBook InkPad Color 3	I have finally been able to check my Colorsoft. It arrived exactly a week ago, but I was traveling. I do not see any yellow band, at any brightness level, in Vivid or in Standard Color Style, from any viewing angle, or by trying my best to imagine it is there. It's running Firmware version 5.18.1.0.1 (updated immediately after connection to WiFi). I have not yet had a chance to compare it with my Inkpad Color 3 or Kobo Clara Colour, but that's for another thread. I can confirm it is not a target for Download for transfer by USB, and /system folder is not visible. It looks like PDFs are converted to Print Replica format for this model (and I suspect for the other 2024 models). Reading position, highlights, and text notes sync between it, Scribe, and the Kindle apps. My Kindle Paperwhite 5 (11th generation), running the latest firmware, still gets PDF and nothing syncs.

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