Paperwhite Second Gen: First Impressions

[soulfuldog]

Originally Posted by Josieb1

I got a nice personal reply to my feedback about getting two unsatisfactory PW2s telling me that I wouldn't have any issues buying a PW2 as they have sorted out the lighting issues!

The scary thing is, the person that replied to you probably does believe that.....

Anyway, try dealing with Kobo for real frustration. rone1986's tale of woe in the Kobo forum about trying to deal with their customer care is a sobering read!

Edit: I'd been planning on getting both the PW & the Aura and returning the one I liked least, but after reading the above thread, I spoke to someone at WH Smith today about the possibility of getting a refund if I wasn't happy with it (even buying it online) and she said she couldn't be confident of giving me a refund because once the box is opened, they couldn't resell it, and they have to show an obvious defect for them to return them to Kobo. So I'll now just try a PW and only reconsider the Aura if I don't manage to get a good PW.

At least it saves me from pondering to and fro on which to get, now I can't wait for the end of the month so I can go ahead and buy it.

[Josieb1]

Originally Posted by l_macd

The scary thing is, the person that replied to you probably does believe that.....

Anyway, try dealing with Kobo for real frustration. rone1986's tale of woe in the Kobo forum about trying to deal with their customer care is a sobering read!

Edit: I'd been planning on getting both the PW & the Aura and returning the one I liked least, but after reading the above thread, I spoke to someone at WH Smith today about the possibility of getting a refund if I wasn't happy with it (even buying it online) and she said she couldn't be confident of giving me a refund because once the box is opened, they couldn't resell it, and they have to show an obvious defect for them to return them to Kobo. So I'll now just try a PW and only reconsider the Aura if I don't manage to get a good PW.

At least it saves me from pondering to and fro on which to get, now I can't wait for the end of the month so I can go ahead and buy it.

If you buy a Kindle get it from Amazon as if you buy it from a retailer you're in the same boat as with WHSmith for a Kobo. I'd love to pop down to John Lewis and pick up another one to try but I dare not risk it.

[fearindex]

Originally Posted by l_macd

The scary thing is, the person that replied to you probably does believe that.....

Or, more likely to me, is instructed to send out that template of text anytime someone emails concerns about PW2 light evenness. Thus it got sent out even though obviously the person had returned two PW2's for exactly the same reason. The answer makes sense only if the sender misread or if they are sending out mechanical templates (maybe even just clicking from multi-selection menus what to answer) that seem to fit the customer's topic.

Originally Posted by Yolina

kindle-feedback@amazon.com
kindle-feedback@amazon.co.uk

Obviously, being in the UK, I sent my feedback to co.uk and got a standard acknowledgment (same text as I got when I sent feedback about the PW1 a while back )

" Hello,

We are glad you took time to write to us in regard to the new Kindle paperwhite device.

Customer feedback like yours helps us continue to improve the service and products we provide. Your comments have been sent to the business team.

Please feel free to forward further comments and suggestions about Kindle to kindle-feedback@amazon.co.uk. Each suggestion will be read and taken into consideration.

Thanks for your interest in Amazon Kindle."

My response from them was nearly identical to yours, so definitely canned.

Originally Posted by fearindex

Or, more likely to me, is instructed to send out that template of text anytime someone emails concerns about PW2 light evenness. Thus it got sent out even though obviously the person had returned two PW2's for exactly the same reason. The answer makes sense only if the sender misread or if they are sending out mechanical templates (maybe even just clicking from multi-selection menus what to answer) that seem to fit the customer's topic.

Yes, CS reps are nearly always scripted. I know the call was a waste of time when I hear pages being turned, sometimes frantically, when I'm asking questions. You can tell the CS rep is trying to look up the correct response. Amazon Kindle CS is not as bad at that as some companies, but occasionally you get a bozo on the line. But they are polite.

[Josieb1]

This is the actual reply I got

"I can understand your concern regarding the quality of Kindle Paperwhite.

I assure you that you will not encounter any light issues with the new Kindle Paperwhite as it comes with the new-generation lighting feature.

In this case, I suggest you to order the new Kindle Paperwhite from Amazon.co.uk.

If you're not happy with the quality of the new Kindle Paperwhite, I suggest you to return it for refund."

Originally Posted by Josieb1

This is the actual reply I got

"I can understand your concern regarding the quality of Kindle Paperwhite.

I assure you that you will not encounter any light issues with the new Kindle Paperwhite as it comes with the new-generation lighting feature.

In this case, I suggest you to order the new Kindle Paperwhite from Amazon.co.uk.

If you're not happy with the quality of the new Kindle Paperwhite, I suggest you to return it for refund."

That is most likely canned. I'm sure they are getting a lot of customer questions/complaints, so they write a script and send it out to the CS reps. That is SOP for CS in most companies. I used to write CS scripts for Computer Associates's accounting software.

[Stringer]

Originally Posted by Stringer

Anyway, have to test it in actual reading situation, so cannot doom it completely yet. I have a feeling that yellow colour is going to be a problem on long reading sessions.

Okay, after last night I think I like the PW2 clearly better. With little bit less brightness in the settings and completely dark bedroom, the difference was quite obvious. I might actually like the yellowish colour better too, but the even light is the best.

[Skydog]

Originally Posted by sparklemotion

Oh nice! Thank you! There are stores near me listed too. Maybe I can see it in person after all!

I forgot to mention another huge advantage -- a micro SD slot. :thumbup:

[Josieb1]

Originally Posted by jswinden

That is most likely canned. I'm sure they are getting a lot of customer questions/complaints, so they write a script and send it out to the CS reps. That is SOP for CS in most companies. I used to write CS scripts for Computer Associates's accounting software.

I wouldn't mind, and to be honest I wasn't expecting a reply, but I told them I had bought and returned two latest version Paperwhites.

I'd expect the CS rep to be able to read and interpret my email.

I just tried to clean up my Manage Your Kindle page by deleting the foreign language dictionaries and user guides that I don't need/use/want. It says that it has successfully deleted them, but they don't actually go away. I wonder if CS got tired of having to repopulate customers' Cloud with them so they made them permanent Books? I did not try to delete any other books as I want those, but I did successfully delete a couple of Personal Docs I no longer wanted in the Cloud.

[soulfuldog]

Originally Posted by Josieb1

If you buy a Kindle get it from Amazon as if you buy it from a retailer you're in the same boat as with WHSmith for a Kobo. I'd love to pop down to John Lewis and pick up another one to try but I dare not risk it.

My intention was to buy both online so I'd be able to return one or both of them easily enough (distance selling regulations should cover me), but the thought of having to argue with WH Smith about it has now put me off the Aura. I'l like to try it as the smaller size & font/margin options are very appealing, but the safer option (in more ways than one) is the PW.

The difference with Amazon's customer care is just phenomenal. I've not returned many items, but any time I have, it's been such an easy, hassle free experience, which just makes you confident about buying things from them.

Originally Posted by jswinden

I just tried to clean up my Manage Your Kindle page by deleting the foreign language dictionaries and user guides that I don't need/use/want. It says that it has successfully deleted them, but they don't actually go away. I wonder if CS got tired of having to repopulate customers' Cloud with them so they made them permanent Books?

I've certainly tried deleting a User Guide without it having any effect. I've got two lots of user guides & dictionaries, one for each Kindle in my account I presume, and I've never been able to delete them.

Originally Posted by l_macd

I've certainly tried deleting a User Guide without it having any effect. I've got two lots of user guides & dictionaries, one for each Kindle in my account I presume, and I've never been able to delete them.

Just before I bought the PW2, I finally went into my Manage Your Kindle page and deleted all the dictionaries and user guides I didn't want. I had procrastinated because it takes so darn long to delete 20+ items the way Amazon has the page set up. After I bought the PW2 I got another group of these items, which I knew would happen, but I cannot delete them like I did for the Touch. Come to think of it, I might have already unregistered the Touch when I deleted them, so maybe Amazon locks these items as long as the related device is registered? Who knows. I would like to get rid of them as they do nothing but clutter up the page.

[sparklemotion]

Originally Posted by Skydog

I forgot to mention another huge advantage -- a micro SD slot. :thumbup:

Very nice! But then I read l_macd's post about the bad CS experience and become afraid of purchasing one. Argh.

[Blossom]

Originally Posted by Larla

1st HDX reviews are up -- must have been some early deliveries --

http://www.amazon.com/kindle-fire-hd...owViewpoints=1

I have mine already and there's a thread here for those curious.