Discussions with Amazon CS about PW Defects - Page 12

Yolina · 01-28-2013, 06:58 PM

That's the plan! I don't want to play the exchange game

so if I'm not 100% happy with the screen when it arrives then back it goes and I'll just wait for the PW2.

xtine · 01-29-2013, 04:31 AM

Looks like I may get a replacement Paperwhite after all. I contacted Amazon about a replacement a few weeks ago because I had pink & green hues on my screen. I was told they couldn't send a replacement to my country so I decided to try and live with it for a while. Just today though, my PW kept restarting every time I tried to put it to sleep. It probably helped that the PW is now being officially sold in my country so I'm happy that they've granted my request for a replacement.

Has anyone had a problem like this though? Kindle keeps restarting with the message, "Collecting information. May take a min... Will restart when done... Please wait..."

Fingers crossed the replacement has a better screen than the one I have now. In the meantime, I'll reset the "defective" PW to see if the restarting problem goes away.

Yolina · 01-29-2013, 07:25 AM

Meh... The serial number for my ordered-yesterday PW shown in Manage your Device is a 503

Not holding my breath then.

xendula · 01-29-2013, 08:35 AM

Xtine, I have never had that problem, and my PW gets many hours of use every day (just can't stay away from it!)
Glad you'll be able to exchange it!

xtine · 01-29-2013, 08:46 AM

Quote:

Originally Posted by xendula

Xtine, I have never had that problem, and my PW gets many hours of use every day (just can't stay away from it!)
Glad you'll be able to exchange it!

Thank you, here's hoping I finally get a white screen

I did a reset and so far the problem has stopped. Amazon told me though that I don't need to return the defective Kindle. To make things even better, I have a Wifi Paperwhite with Special Offers and they're sending me a non-SO as a replacement. Love how they handled my case and they definitely have me as a customer for life

xendula · 01-29-2013, 08:56 AM

Seems like they are very eager to build a great reputation in the countries where they are already or intending to sell the Kindle.

xtine · 01-29-2013, 08:58 AM

Quote:

Originally Posted by xendula

Seems like they are very eager to build a great reputation in the countries where they are already or intending to sell the Kindle.

Or it could be that the cost of Kindles has gone down so much that it would cost them more to ship them back than just have them thrown out, especially if they were defective.

I know in the past they've had defectives sent back to them (from my country) at their expense. This "you can keep the defective" policy seems to be a new one, at least as far as I know. But hey, I'm certainly not complaining

Beginner-reader · 01-30-2013, 05:03 PM

Wow you're lucky! I wish I could keep my defective Kindle, even if it doesn't work like it should. They do have great customer service. I got a free USB cable for my troubles, and apologies, which is plenty enough for me.

sparklemotion · 01-30-2013, 06:16 PM

Just to update everyone. I've had two more phone calls from Andrew. I noticed the current PW I have has some glowing specks, so they offered to send me another one. I give them credit for persevering. I'm surprised they are willing to keep trying to help me get a perfect one, but I have to say I'm amazed how many issues these PW's continue to have.

xendula · 01-30-2013, 06:28 PM

Quote:

Originally Posted by sparklemotion

Just to update everyone. I've had two more phone calls from Andrew. I noticed the current PW I have has some glowing specks, so they offered to send me another one. I give them credit for persevering. I'm surprised they are willing to keep trying to help me get a perfect one, but I have to say I'm amazed how many issues these PW's continue to have.

Strange!! Maybe getting you a perfect Paperwhite is part of his 2013 goals at work.

You must have a sweet voice, as Andrew sure was fed up with me towards the end - not that I can blame him

Blossom · 01-30-2013, 06:37 PM

Quote:

Originally Posted by sparklemotion

Just to update everyone. I've had two more phone calls from Andrew. I noticed the current PW I have has some glowing specks, so they offered to send me another one. I give them credit for persevering. I'm surprised they are willing to keep trying to help me get a perfect one, but I have to say I'm amazed how many issues these PW's continue to have.

So the new replacement has specks?

Oh no!

xtine · 01-30-2013, 07:11 PM

Quote:

Originally Posted by Beginner-reader

Wow you're lucky! I wish I could keep my defective Kindle, even if it doesn't work like it should. They do have great customer service. I got a free USB cable for my troubles, and apologies, which is plenty enough for me.

I know! I was not expecting it at all, and was even willing to have to send back the defective Kindle at my expense. Their customer service is great, to say the least. On the other hand, I think I would be embarrassed to ask for another replacement should the new one still have blotches or specks. Fingers crossed it's a good one though. It's already shipped out and it's a 603. Should be here tomorrow

sparklemotion, that's too bad! You definitely lucked out with Andrew though. Seems like he's not going to stop until you get one you're 100% satisfied with.

Yolina · 01-31-2013, 03:39 AM

Quote:

Originally Posted by sparklemotion

Just to update everyone. I've had two more phone calls from Andrew. I noticed the current PW I have has some glowing specks, so they offered to send me another one. I give them credit for persevering. I'm surprised they are willing to keep trying to help me get a perfect one, but I have to say I'm amazed how many issues these PW's continue to have.

There really seems to be a lack of QC. How many have they sent you in all? I've lost count!

Mine's due for delivery today so will update once I know what I got in the PW lottery.

soulfuldog · 01-31-2013, 05:49 AM

Quote:

Originally Posted by sparklemotion

I noticed the current PW I have has some glowing specks, so they offered to send me another one. I give them credit for persevering. I'm surprised they are willing to keep trying to help me get a perfect one, but I have to say I'm amazed how many issues these PW's continue to have.

You must have a great telephone manner, can't see them persevering that much for many people! A real shame that its not quite perfect enough for you yet, if the replacement isn't good enough either I think I'd just give up and wait and see what future releases of lighted readers brings. Its a bit rubbish you can't get one you are happy with though.

Yolina · 01-31-2013, 06:38 AM

Right, it's here but it looks like it's going to go back for a refund... Screen looks ok at light settings up to 12, any higher than that and it's pink and green, also has some light bleed on the left side about an inch up from the bottom

I'm going to use it today so that it gets a fair "real-life test" but right now I'm rather disappointed.

Edit: it's a 503 batch with firmware 5.3.1 so it looks like, at least in the UK, they still have a stock of older batch PW to get rid of...

01-29-2013, 04:31 AM	#167
xtine Addict Posts: 355 Karma: 1432252 Join Date: Oct 2009 Device: Kobo Forma	Looks like I may get a replacement Paperwhite after all. I contacted Amazon about a replacement a few weeks ago because I had pink & green hues on my screen. I was told they couldn't send a replacement to my country so I decided to try and live with it for a while. Just today though, my PW kept restarting every time I tried to put it to sleep. It probably helped that the PW is now being officially sold in my country so I'm happy that they've granted my request for a replacement. Has anyone had a problem like this though? Kindle keeps restarting with the message, "Collecting information. May take a min... Will restart when done... Please wait..." Fingers crossed the replacement has a better screen than the one I have now. In the meantime, I'll reset the "defective" PW to see if the restarting problem goes away. Attached Thumbnails Last edited by xtine; 01-29-2013 at 05:57 AM.

01-31-2013, 06:38 AM	#180
Yolina Wizard Posts: 1,179 Karma: 11573197 Join Date: Feb 2011 Location: London, UK Device: Voyage	Right, it's here but it looks like it's going to go back for a refund... Screen looks ok at light settings up to 12, any higher than that and it's pink and green, also has some light bleed on the left side about an inch up from the bottom I'm going to use it today so that it gets a fair "real-life test" but right now I'm rather disappointed. Edit: it's a 503 batch with firmware 5.3.1 so it looks like, at least in the UK, they still have a stock of older batch PW to get rid of... Last edited by Yolina; 01-31-2013 at 07:10 AM.

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01-28-2013, 06:58 PM	#166
Yolina Wizard Posts: 1,179 Karma: 11573197 Join Date: Feb 2011 Location: London, UK Device: Voyage	That's the plan! I don't want to play the exchange game so if I'm not 100% happy with the screen when it arrives then back it goes and I'll just wait for the PW2.

01-29-2013, 07:25 AM	#168
Yolina Wizard Posts: 1,179 Karma: 11573197 Join Date: Feb 2011 Location: London, UK Device: Voyage	Meh... The serial number for my ordered-yesterday PW shown in Manage your Device is a 503 Not holding my breath then.

01-29-2013, 08:35 AM	#169
xendula eBookworm Posts: 2,300 Karma: 4525746 Join Date: Aug 2005 Location: East Coast brrrrr Device: Kindle 4B/K ~ Nexus 7 ~ Kindle Paperwhite 1&2 ~ iPad Air	Xtine, I have never had that problem, and my PW gets many hours of use every day (just can't stay away from it!) Glad you'll be able to exchange it!

01-29-2013, 08:56 AM	#171
xendula eBookworm Posts: 2,300 Karma: 4525746 Join Date: Aug 2005 Location: East Coast brrrrr Device: Kindle 4B/K ~ Nexus 7 ~ Kindle Paperwhite 1&2 ~ iPad Air	Seems like they are very eager to build a great reputation in the countries where they are already or intending to sell the Kindle.

01-30-2013, 05:03 PM	#173
Beginner-reader Enthusiast Posts: 36 Karma: 473418 Join Date: Dec 2012 Device: Kindle 4 NT	Wow you're lucky! I wish I could keep my defective Kindle, even if it doesn't work like it should. They do have great customer service. I got a free USB cable for my troubles, and apologies, which is plenty enough for me.

01-30-2013, 06:16 PM	#174
sparklemotion dangerous when cornered Posts: 1,865 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kobo Libra 2, Kindle Paperwhite	Just to update everyone. I've had two more phone calls from Andrew. I noticed the current PW I have has some glowing specks, so they offered to send me another one. I give them credit for persevering. I'm surprised they are willing to keep trying to help me get a perfect one, but I have to say I'm amazed how many issues these PW's continue to have.