Broken Kindle - Must Pay to Replace - Page 2

JaneD · 12-14-2011, 10:59 PM

Is there really nothing that can be done in this screen/lines case, besides replace the unit? This just happened to me two minutes ago and I am beside myself. My baby is broken!

Does anyone have any clue for a last-ditch effort I can make on the unit before I give up and get a replacement? I'm desperate.

Morpheus Phreak · 12-15-2011, 12:31 AM

Quote:

Originally Posted by JaneD

Is there really nothing that can be done in this screen/lines case, besides replace the unit? This just happened to me two minutes ago and I am beside myself. My baby is broken!

Does anyone have any clue for a last-ditch effort I can make on the unit before I give up and get a replacement? I'm desperate.

If the substrate is broken the only real option is replacement.

If it's just just a set of lines, then it could be a software issue. I assume you've tried 'rebooting' the Kindle correct?

JaneD · 12-15-2011, 10:59 AM

Quote:

Originally Posted by Morpheus Phreak

If the substrate is broken the only real option is replacement.

If it's just just a set of lines, then it could be a software issue. I assume you've tried 'rebooting' the Kindle correct?

Yes, tried rebooting, tried charging. I can see in the lower corner that the kindle is doing these things even though the screen is mostly blank.

I don't see any cracks in the screen, but it's not budging.

I'm kind of resigned to having to replace it. It's under warranty (bought the 2 year extended warranty) but that process is sure to be a huge pain.

frostschutz · 12-15-2011, 11:06 AM

JaneD, that's broken. The cracks are below (on the back) of the screen, you see those cracks as lines. Maybe something hit it or put too much pressure on the right side where those lines seem to be originating from. The display can't be repaired, it needs to be replaced with a new one.

DiapDealer · 12-15-2011, 11:06 AM

That's definitely a broken substrate. Replacement is your only option.

mr ploppy · 12-15-2011, 12:54 PM

Quote:

Originally Posted by Cdrider

£40 plus postage for a replacement.

Just out of interest, how many and how often do you buy ebooks from Amazon? Some people seem to be able to get free replacements when they break them, I wonder if it might depend on how profitable you are. I doubt they are making much on the hardware, it's probably a cheap inkjet/expensive printer ink type proposition.

JaneD · 12-16-2011, 01:02 PM

I called the warranty people, they're sending out a new kindle today. I asked if I should deregister the broken kindle and they said no. That seemed weird to me - shouldn't I deregister it? Or is it pointless since it's unusable now?

DiapDealer · 12-16-2011, 01:44 PM

Quote:

Originally Posted by JaneD

I called the warranty people, they're sending out a new kindle today. I asked if I should deregister the broken kindle and they said no. That seemed weird to me - shouldn't I deregister it? Or is it pointless since it's unusable now?

You can de-register it if you want. There's certainly no pressing reason that you have to, unless you don't want your accounts page unnecessarily cluttered.

ametzler · 12-16-2011, 01:48 PM

Quote:

Originally Posted by JaneD

I called the warranty people, they're sending out a new kindle today. I asked if I should deregister the broken kindle and they said no. That seemed weird to me - shouldn't I deregister it? Or is it pointless since it's unusable now?

When I called the warranty people a week ago I was asked to remove all personal data (if any) and deregister it before sending it in. (Replacement came in today).

Even if the device is truely dead de-registering has benefits, you will get rid of a useless entry in the Send-to-device dropdown menu on the amazon webpage.

hth, cu Andreas

JaneD · 12-16-2011, 03:26 PM

Quote:

Originally Posted by ametzler

When I called the warranty people a week ago I was asked to remove all personal data (if any) and deregister it before sending it in. (Replacement came in today).

Even if the device is truely dead de-registering has benefits, you will get rid of a useless entry in the Send-to-device dropdown menu on the amazon webpage.

hth, cu Andreas

Thanks, Andreas, that's what I thought too. Going to deregister now!

Cdrider · 12-21-2011, 04:38 AM

Hi. Quick update just to be polite. I've lodged a case with Consumer Direct so it's probably best not to update any more. I'll update again once everything is complete but I won't post again in this thread.

Have a good Christmas, everyone.

soulfuldog · 12-21-2011, 10:05 AM

I personally would just have paid the £40 for a replacement and been fairly happy with that (though if the next one only lasted just over a year, I'd look at buying a different e-reader). Good luck with it though, be good to hear how you get on Cdrider.

Cdrider · 02-22-2012, 05:15 AM

And to bring this to a close.

Amazon replaced the Kindle after I initiated a small claims court action. Trading Standards/Consumer Direct confirmed Amazon have broken (my terminology) the Sale of Goods Act and advised me to sue.

Amazon confirmed in writing that if there is an inherent fault in their device they believe a customer should pay a fair amount to replace it. This is incorrect. Amazon were asked to, and confirmed they did, review all correspondence and again stated a customer should pay to replace a device with a manufacturing defect.

Consumer Direct were concerned about Amazon's stance and that they do not offer a repair or diagnostic service for a proprietary device.

Trading Standards may continue to liase with Amazon regarding their policies.

So, a replacement Kindle in the end but a lot of effort to get there.

wvcherrybomb · 02-22-2012, 11:41 AM

From everything I've seen, Amazon is most willing to replace broken Kindles at no cost if the Kindle lives in the United States.

susan_cassidy · 02-22-2012, 11:51 AM

A broken screen isn't a manufacturing defect.

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12-14-2011, 10:59 PM	#16
JaneD Addict Posts: 324 Karma: 1057749 Join Date: May 2010 Location: LA, CA Device: Kindle Paperwhite 2013	Is there really nothing that can be done in this screen/lines case, besides replace the unit? This just happened to me two minutes ago and I am beside myself. My baby is broken! Does anyone have any clue for a last-ditch effort I can make on the unit before I give up and get a replacement? I'm desperate.

12-15-2011, 11:06 AM	#19
frostschutz Linux User Posts: 2,282 Karma: 6123806 Join Date: Sep 2010 Location: Heidelberg, Germany Device: none	JaneD, that's broken. The cracks are below (on the back) of the screen, you see those cracks as lines. Maybe something hit it or put too much pressure on the right side where those lines seem to be originating from. The display can't be repaired, it needs to be replaced with a new one.

12-15-2011, 11:06 AM	#20
DiapDealer Grand Sorcerer Posts: 28,585 Karma: 204624552 Join Date: Jan 2010 Device: Nexus 7, Kindle Fire HD	That's definitely a broken substrate. Replacement is your only option.

12-16-2011, 01:02 PM	#22
JaneD Addict Posts: 324 Karma: 1057749 Join Date: May 2010 Location: LA, CA Device: Kindle Paperwhite 2013	I called the warranty people, they're sending out a new kindle today. I asked if I should deregister the broken kindle and they said no. That seemed weird to me - shouldn't I deregister it? Or is it pointless since it's unusable now?

12-21-2011, 04:38 AM	#26
Cdrider Junior Member Posts: 7 Karma: 10 Join Date: Jun 2010 Device: Kindle 3	Hi. Quick update just to be polite. I've lodged a case with Consumer Direct so it's probably best not to update any more. I'll update again once everything is complete but I won't post again in this thread. Have a good Christmas, everyone.

12-21-2011, 10:05 AM	#27
soulfuldog I ♥ Calibre Posts: 2,073 Karma: 5678911 Join Date: Aug 2011 Location: UK Device: Kindle Oasis, Voyage, Sony PRS-350, Hudl2	I personally would just have paid the £40 for a replacement and been fairly happy with that (though if the next one only lasted just over a year, I'd look at buying a different e-reader). Good luck with it though, be good to hear how you get on Cdrider.

02-22-2012, 05:15 AM	#28
Cdrider Junior Member Posts: 7 Karma: 10 Join Date: Jun 2010 Device: Kindle 3	And to bring this to a close. Amazon replaced the Kindle after I initiated a small claims court action. Trading Standards/Consumer Direct confirmed Amazon have broken (my terminology) the Sale of Goods Act and advised me to sue. Amazon confirmed in writing that if there is an inherent fault in their device they believe a customer should pay a fair amount to replace it. This is incorrect. Amazon were asked to, and confirmed they did, review all correspondence and again stated a customer should pay to replace a device with a manufacturing defect. Consumer Direct were concerned about Amazon's stance and that they do not offer a repair or diagnostic service for a proprietary device. Trading Standards may continue to liase with Amazon regarding their policies. So, a replacement Kindle in the end but a lot of effort to get there.

02-22-2012, 11:41 AM	#29
wvcherrybomb Sharp Shootin' Grandma Posts: 847 Karma: 1123940 Join Date: Nov 2010 Location: Sunny Florida Device: Kindle 3, Kindle Fire, Literati (has been adopted by my daughter)	From everything I've seen, Amazon is most willing to replace broken Kindles at no cost if the Kindle lives in the United States.

02-22-2012, 11:51 AM	#30
susan_cassidy Wizard Posts: 2,251 Karma: 3720310 Join Date: Jan 2009 Location: USA Device: Kindle, iPad (not used much for reading)	A broken screen isn't a manufacturing defect.

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