Discussions with Amazon CS about PW Defects

Although I remain very skeptical about these "solution" reports by CS reps, at least Amazon continues to send out replacements. If this were Apple you would be told "your holding it wrong" and then offered an extra $30 magical, mystical rubber band to solve all your problems! Unfortunately the expensive rubber band would get lost in the mail due to the shipper using iOS 6 Maps!

[sparklemotion]

LOL. I agree! I think Amazon really deserves a lot of credit for how they're handling this in sending out replacements and calling people that are unhappy. I do have faith the will solve the issue eventually. Hopefully sooner rather than later.

[sparklemotion]

Originally Posted by 93terp

The "new" replacement I rec'd Friday also had the "R" on the label, as well as no QuickStart Card in the box. The Amazon CS rep "guaranteed" that I would receive a new unit, not a refurb. This really pisses me off.

I understand your frustration. How is the unit itself? Is it an improvement for you?

[soulfuldog]

Originally Posted by sparklemotion

LOL. I agree! I think Amazon really deserves a lot of credit for how they're handling this in sending out replacements and calling people that are unhappy. I do have faith the will solve the issue eventually. Hopefully sooner rather than later.

While it is good that they are calling people to try and sort things, and I have faith they will get a good product released eventually, I'm not so sure that Amazon deserve any credit for the replacement roundabout that a number of people seem to be on. They've gone down a little in my estimation with how they are handling it.

[sparklemotion]

Originally Posted by l_macd

While it is good that they are calling people to try and sort things, and I have faith they will get a good product released eventually, I'm not so sure that Amazon deserve any credit for the replacement roundabout that a number of people seem to be on. They've gone down a little in my estimation with how they are handling it.

I understand your feeling. I have been through multiple replacements and had had ongoing phone calls from a rep which started after I left a 1 star review of PW. It has been frustrating, no doubt, but I have appreciated the call backs. I really think they're in a difficult position right now with the color hue defect. I'm not sure how it will turn out, but hopefully something positive will happen in the coming months.

[93terp]

Originally Posted by sparklemotion

I understand your frustration. How is the unit itself? Is it an improvement for you?

Early indications - it appears to be no better/no worse than my original PW.

[xendula]

Originally Posted by l_macd

While it is good that they are calling people to try and sort things, and I have faith they will get a good product released eventually, I'm not so sure that Amazon deserve any credit for the replacement roundabout that a number of people seem to be on. They've gone down a little in my estimation with how they are handling it.

I agree with sparklemotion: they are in a difficult position at the moment. I got the worst customer service merrygorounds ever, to the point where I was literally in tears, but at least someone took action after my review and I now no longer have to repeat myself again and again.

Just too bad it took a 1 star review....

[soulfuldog]

I just hope all you folk that have been exchanging Kindles back and forth with Amazon eventually end up with a good one, and not just one that will do because you are fed up sending it back. Honestly, if it were me I'd probably have given up and went and bought a Kobo Glo instead.

However, as I've just posted elsewhere in the forum, I've now had the chance to see a PW instore at Waterstones and while it's just a demo model under shop lighting, it looked terrific. Couldn't find a hint of colour on it, and even with the light up full the screen looked very evenly lit. So I'm now tempted again....

[Blossom]

Originally Posted by l_macd

I just hope all you folk that have been exchanging Kindles back and forth with Amazon eventually end up with a good one, and not just one that will do because you are fed up sending it back. Honestly, if it were me I'd probably have given up and went and bought a Kobo Glo instead.

However, as I've just posted elsewhere in the forum, I've now had the chance to see a PW instore at Waterstones and while it's just a demo model under shop lighting, it looked terrific. Couldn't find a hint of colour on it, and even with the light up full the screen looked very evenly lit. So I'm now tempted again....

The thing is if you can buy from a store it's easy to play the exchange game. I think if I could buy one from Best Buy I would give it a shot. Mine does not know when they will have them.

[sparklemotion]

Originally Posted by Blossom

The thing is if you can buy from a store it's easy to play the exchange game. I think if I could buy one from Best Buy I would give it a shot. Mine does not know when they will have them.

I got put off from buying one at Best Buy when I saw how awful the display one looked. Tons of blue and pink on it, worse than any of mine. They only lasted a few days at the Best Buys near me, they are all sold out now.

[sparklemotion]

Following up to this post that someone made on the Amazon discussion boards:

Well I finally got some satisfactory answers from Amazon. I had to return my fourth Kindle Paperwhite - 3G w/o special offers Kindle PW, as well as my previous three wifi with special offers. I received a phone call from a rep from a special Kindle Paperwhite team and was informed that Amazon and Jeff Bezos are well-aware of the issue of the discoloration of the screens. She said it is a huge issue and they are working to resolve it ASAP. She told me they are manufacturing new Kindle PaperWhites and are making adjustments to the LED lights - which is the reason for the problem, according to the engineers. She said she would stay in contact with me and when they have the new Kindle PaperWhites with no screen issues, she will have one sent out to me immediately. She is also extending my return time to 90 days and said not to worry that even if it goes beyond that time period when the newly manufactured PWs are available, I will be sent one. (But I sure HOPE it doesn't take that long!)
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Well, I spoke to Andrew from Amazon Kindle tonight and he wouldn't confirm anything like this at all so I'm really not sure what to think. Sigh.
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[mikeschr]

duplicate

[tmf2]

Originally Posted by sparklemotion

Following up to this post that someone made on the Amazon discussion boards:

Well I finally got some satisfactory answers from Amazon. I had to return my fourth Kindle Paperwhite - 3G w/o special offers Kindle PW, as well as my previous three wifi with special offers. I received a phone call from a rep from a special Kindle Paperwhite team and was informed that Amazon and Jeff Bezos are well-aware of the issue of the discoloration of the screens. She said it is a huge issue and they are working to resolve it ASAP. She told me they are manufacturing new Kindle PaperWhites and are making adjustments to the LED lights - which is the reason for the problem, according to the engineers. She said she would stay in contact with me and when they have the new Kindle PaperWhites with no screen issues, she will have one sent out to me immediately. She is also extending my return time to 90 days and said not to worry that even if it goes beyond that time period when the newly manufactured PWs are available, I will be sent one. (But I sure HOPE it doesn't take that long!)
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Well, I spoke to Andrew from Amazon Kindle tonight and he wouldn't confirm anything like this at all so I'm really not sure what to think. Sigh.
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At this point I would not believe anything a CS rep says, just too many runarounds and inconsistencies, at this point I'll believe it when it actually happens.

[sparklemotion]

I know what you mean tmf, but I'd still like to know where the conflicting info is coming from and if they are really working on a fix. I figure since I have a rep that is trying to work with me, I may as well try and find out what I can.

He did call me back a little while ago and said he's going to try and find out more info regarding everything for me and will call me back next week.

[aceflor]

Wasn't xendula supposed to get her new one yesterday ? Anyone heard anything about it ?