Is anyone having trouble getting a replacement from Amazon?

[Mobert]

I too, had to do the whole troubleshooting routine and they also took up my offer to send them a picture of my screen. The representative said he would send the picture to their engineers to diagnose. I said if he agreed the picture looked like a defective unit, why do I have to wait till Wednesday (Oct 9) to receive a diagnosis. (I had called on Saturday Oct 6). He agreed and I should be getting a replacement unit Oct 9, and I received a confirmation letter with return shipping label shortly after the end of the conversation. I am a prime member and my original KPW was a wifi with special offers. The call did take quite awhile to complete but CS was courteous.

[sparklemotion]

Originally Posted by David58117

Just humor them.

It's not them doubting your issue, but rather it gives them something to say they tried.

I went through it too, it took five minutes to do the reset and say "yep, it's still there"..the next words out of their mouth were "okay, we're going to send you a replacement.."

Yes, same here. I think they simply have certain routine instructions they are supposed to go through. They asked me to restart too (of course I knew it would do nothing) and then they said they'd send a replacement when it didn't resolve.

[Trauma Doll]

Yes, they have to follow a troubleshooting script.

[Blossom]

Originally Posted by Ler0y Jenkins

I started the exchange process online, but it forces you to call customer service. They had an option where you can put your number in and have them call you, which I did, so I'm not sure which customer support it was.

I realize they may be trying to reduce their costs on returns, but to make people who are clearly complaining about a hardware problem go through software trouble shooting is just ridiculous.

Does anyone know if they pay for return shipping if you return the device? I'd like to do that, but then I have to be without a kindle while I wait for a new one.

Kevin

When you deal with the exchange through the website. You're dealing with Amazon support. They don't know anything about the Kindles. Always call Kindle Support and let them arrange the exchange never go through Amazon's return page.

I would call Kindle support this time and talk with them. They will walk you through some basic troubleshooting and then order you a replacement.

[Blossom]

Originally Posted by sparklemotion

Yes, same here. I think they simply have certain routine instructions they are supposed to go through. They asked me to restart too (of course I knew it would do nothing) and then they said they'd send a replacement when it didn't resolve.

They always do this. I had a Kindle 4 and Kindle Fire replaced. I get the techs who really want to fix things. I find it humorous because they find out I am step ahead of them. I never had an issue with getting a replacement the next day. I know the PW is in short supply which is why all the run arounds.

If you return a Kindle for a refund and it's defective you will not be charge the restocking fee or have to pay shipping if in the U.S.

[sparklemotion]

Originally Posted by Blossom

They always do this. I had a Kindle 4 and Kindle Fire replaced. I get the techs who really want to fix things. I find it humorous because they find out I am step ahead of them. .

Ha, I know what you mean. I think it's very often the case that we're a step ahead of them.

[Blossom]

Originally Posted by sparklemotion

Ha, I know what you mean. I think it's very often the case that we're a step ahead of them.

I remember the guy who replaced my Fire. He asked me about Angry Birds. He seemed kind of miffed he didn't have time to play games and had to tech calls. I told him I use my Kindle for reading but have played it occasionally. He seem a bit grumpy at first then slowly warmed up to me.

[sparklemotion]

Originally Posted by Blossom

I remember the guy who replaced my Fire. He asked me about Angry Birds. He seemed kind of miffed he didn't have time to play games and had to tech calls. I told him I use my Kindle for reading but have played it occasionally. He seem a bit grumpy at first then slowly warmed up to me.

I find the tech people usually really nice. My tech guy for the PW exchange was great, but very hard to understand. He'd repeat what I said (he had a very thick accent) and it would it be something entirely different than what I actually said. It could have been frustrating, but he was really nice and we ended up laughing about it. It did become something of a comedy routine though.

[Ler0y Jenkins]

Thanks for all the replies. I realize they have thier script to follow, but I just hate to waste the time on the phone when everyone involved knows it will not correct the problem. Anyway, I'm thinking about just ordering a new one, and then returning my old one within the 30 days. That way I can hang on to my current kindle until the new one arrives.

Kevin

[Blossom]

Originally Posted by Ler0y Jenkins

Thanks for all the replies. I realize they have thier script to follow, but I just hate to waste the time on the phone when everyone involved knows it will not correct the problem. Anyway, I'm thinking about just ordering a new one, and then returning my old one within the 30 days. That way I can hang on to my current kindle until the new one arrives.

Kevin

You do hang on to your old one till the new one arrives. You have 30 days to return the old one. Otherwise how would transfer everything from the old Kindle to the new Kindle?