Verge Report - Amazon Rep comment on Colorsoft Issue - Page 7

Morpheus Phreak · 11-23-2024, 04:47 AM

An agent gave me their current guidance script for customers as of yesterday:

"DO say “Only a small number of Colorsoft were impacted, and we feel confident it is resolved. Our teams will send you a replacement as soon as it’s available, and you’ll be notified once that happens.”

Then, apologize for the inconvenience, and offer the following options: 1. Replacement is unavailable, please continue using your device, and we'll ship it when ready 2. If you'd still like to return we can process an advance refund today, and send you a 20% code - [redacted] redeemable on any other Kindle devices/bundles. If you liked the formfactor of Colorsoft, we recommend our new Kindle Paperwhite SE, it ships immediately, also comes with wireless charging and waterproofing and Colorsoft's accessories are compatible too. Note: Customers who have already returned their device for a refund can use this code also."

and stated internal guidance says:

"They are currently saying about 8 weeks on replacements."

The agent also said internal guidance now refers to it as an emergent issue. That wording choice is interesting.

Hollow Man · 11-23-2024, 07:35 AM

This is more or less what they told me a week or two ago. I doubt they'll contact me when they get new stock, but as I said in my last post, I'm not sure at this point I'll go through the hassle of an exchange. Like a lot of annoyances in life, this one I've gotten used to.

I still think for the price that the screen consistency should be better, but life is all about deciding which hills are worth dying on. The last thing I need to become is one of those Reddit people who exchange their Kindle 4x in search of the perfect specimen.

John F · 11-23-2024, 07:43 AM

Quote:

Originally Posted by Hollow Man

...

I still think for the price that the screen consistency should be better, but life is all about deciding which hills are worth dying on. ...

First world problem: comparing "deciding whether to keep an ereader" to "choosing which hill is worth dying on".

Hollow Man · 11-23-2024, 07:48 AM

In the end it's about reading. Its quality is more than good enough for that, and I still enjoy seeing the color covers (all the Sanderson Stormlight Archive book covers are easier to distinguish which is which in color!), so I'm finding less to complain about these days.

Morpheus Phreak · 11-23-2024, 04:03 PM

In my case I have wicked hypervigilence. Once I notice something, I can't unsee it. Especially since there's also some dead/stuck pixels on the bottom left of mine that shine like a diamond glittering when displaying color content.

Amazon is being a bit of a pain about my return process though and it's obvious the ECR team didn't even read my e-mail as they made the situation a million times worse. They literally took what I said and ran the opposite way hard.

I asked if they could give me a 3 day extension for my return window which ends on the 29th, with UPS having to do the pickup by the 1st, so that way the pickup could be on the 4th.

I hadn't actually started the return yet. I wanted to see if they could do the extension first and not get stuck in a weird state that makes more work and figured asking a week early should be enough time.

The ECR team responded pretty quickly, and terribly. They had not only sent me an e-mail telling that they wouldn't help, but also that my return date is now effective immediately. It states I need to schedule for a pickup by November 26th...and sure enough they force initiated a return on their end.

It's like they're actively trying to see how hard they can push customers away...

I was a bit terse in my reply which may have started with, "What the hell?"

Morpheus Phreak · 11-28-2024, 11:58 PM

It hasn't gone any better since. I think Amazon may have lost me as a customer. The ECR wouldn't respond to me at all other than to say I had to return the Kindle early or they would no long assist me at all, and then sent me blank response after blank response.

They're also now refusing to honor the 20% discount code on a new Kindle or Kindle bundle for me post return, and the monthly payment plan disappeared on me.

This Colorsoft started off with my pre-order being late despite them selling units for same day delivery in my city on launch day, and no compensation.

How the hell does that happen?

Then the yellow band and dead pixel issue.

Then being lied to about being sent a replacement

Then the constant delays with no communication.

Now they're just being so grossly abusive of customers over this.

I think it might be time I took advantage of having a very old Kindle still registered on the account so I can backup my content and move to another brand of reader.

Hollow Man · 12-02-2024, 11:18 AM

I would say their customer service on this issue has been very weak. At this point I really don't trust that the new ones, whenever they get released, will be any better than what I have in my hand (but we'll see what Reddit says at that time).

One thing I haven't seen people complain about are the bugs it has. For example, if I turn on wifi after it being off for a bit, it won't sync to furthest page read for a few minutes. It'll just sit there trying, but never do it.

Also, when I go to the page flip mode, change it to the view where it shows 9 thumbnails of pages, flip ahead or back, then try to go to a page that's further ahead or back, more often than not it will simply do nothing, then crash back to the page I was on.

Considering it's been over a month, I expected a software update by now, but maybe they're still figuring out how they're going to handle the thousands of us who were first day customers.

Morpheus Phreak · 12-03-2024, 05:02 PM

Quote:

Originally Posted by Hollow Man

I would say their customer service on this issue has been very weak. At this point I really don't trust that the new ones, whenever they get released, will be any better than what I have in my hand (but we'll see what Reddit says at that time).

One thing I haven't seen people complain about are the bugs it has. For example, if I turn on wifi after it being off for a bit, it won't sync to furthest page read for a few minutes. It'll just sit there trying, but never do it.

Also, when I go to the page flip mode, change it to the view where it shows 9 thumbnails of pages, flip ahead or back, then try to go to a page that's further ahead or back, more often than not it will simply do nothing, then crash back to the page I was on.

Considering it's been over a month, I expected a software update by now, but maybe they're still figuring out how they're going to handle the thousands of us who were first day customers.

Yeah.

It hasn't gotten any better. The ECR is being entirely non-responsive still. I asked what the make it right for this is, stating I'm not even asking for a freebie, just for them to honor the agreement for a discount on a replacement.

Blank e-mails except for one that asked me for more details, and then responsed with a macro about how long refunds take.

It's like no one is even bothering to read and properly reply.

Hollow Man · 12-04-2024, 10:23 AM

Judging by the fact that Amazon still doesn't have Colorsoft stock ready to ship, and any date keeps getting pushed out, I'm fairly certain that they simply don't, yet, have a solution for the color gradient ("yellow bar," as most like to call it) issue. That I can deal with. What is unacceptable is that they don't have a consistent response to customers who currently own one as to what they are doing about it.

TheSmitty · 12-04-2024, 10:51 AM

I do think the color and even simple text, based up various reviews, does look better than the Kobo Colour. For now though, with this yellow bar debacle, I have deleted the item from my cart. Maybe in a few months if the issue is truly fixed I may consider it again. One of the bigger fumbles I have seen Amazon perform in recent memory.

Hollow Man · 12-04-2024, 12:13 PM

Quote:

Originally Posted by TheSmitty

I do think the color and even simple text, based up various reviews, does look better than the Kobo Colour. For now though, with this yellow bar debacle, I have deleted the item from my cart. Maybe in a few months if the issue is truly fixed I may consider it again. One of the bigger fumbles I have seen Amazon perform in recent memory.

I don't have the Kobo, but I'm overall happy with the Colorsoft. The response when turning pages is very fast. The text is a dark black, and I can get the brightness easily to a place where the contrast of the black on white (or warm white!) is really good. The range of warmth is very good: anywhere from blue to deep amber.

I can't see the "screen door" when at normal reading distance with my eyeglasses on. When I take them off and hold the Kindle closer to my eyes, yes, I can see it, but personally it doesn't bother me. I consider it different than the B&W Kindles, not "worse."

It is a good reader, and I do like the larger size. But I readily admit I prefer all the features of my 6" Oasis (aluminum body, lighter, easier to hold in one hand, physical buttons).

johnnyb · 12-04-2024, 02:08 PM

Quote:

Originally Posted by Hollow Man

The last thing I need to become is one of those Reddit people who exchange their Kindle 4x in search of the perfect specimen.

Ah so that’s where all those Mobileread people from the first Kindle Paperwhite and Kindle Voyage went to

JSWolf · 12-04-2024, 02:16 PM

What I want to know is how can the Colorsoft ship in the first week of January in the US but in the UK it will ship any time within the first 3 weeks of February? It's either fixed by the first week in January or it's not and if it is, it should shop the same everywhere it's sold.

JSWolf · 12-04-2024, 02:18 PM

Quote:

Originally Posted by TheSmitty

I do think the color and even simple text, based up various reviews, does look better than the Kobo Colour. For now though, with this yellow bar debacle, I have deleted the item from my cart. Maybe in a few months if the issue is truly fixed I may consider it again. One of the bigger fumbles I have seen Amazon perform in recent memory.

If you've seen some of the comparisons, the color on Colorsoft can be too dark and muddy with a very noticeable loss of detail. The Kobo keeps the detail and is not too dark. Kobo has always been better at dithering graphics and this show even more with color.

Hollow Man · 12-04-2024, 02:33 PM

Jon is going to continue to push the colors on the Kobo but trust me, the Colorsoft is very nice there.

As far as ship dates, don't trust any of them. They keep getting pushed back.

11-23-2024, 04:03 PM	#95
Morpheus Phreak Wielder of Hammers Posts: 88 Karma: 26342 Join Date: Jul 2010 Location: Portland, OR Device: Kindle Touch & 2 Kindle Colorsoft Signature Editions	In my case I have wicked hypervigilence. Once I notice something, I can't unsee it. Especially since there's also some dead/stuck pixels on the bottom left of mine that shine like a diamond glittering when displaying color content. Amazon is being a bit of a pain about my return process though and it's obvious the ECR team didn't even read my e-mail as they made the situation a million times worse. They literally took what I said and ran the opposite way hard. I asked if they could give me a 3 day extension for my return window which ends on the 29th, with UPS having to do the pickup by the 1st, so that way the pickup could be on the 4th. I hadn't actually started the return yet. I wanted to see if they could do the extension first and not get stuck in a weird state that makes more work and figured asking a week early should be enough time. The ECR team responded pretty quickly, and terribly. They had not only sent me an e-mail telling that they wouldn't help, but also that my return date is now effective immediately. It states I need to schedule for a pickup by November 26th...and sure enough they force initiated a return on their end. It's like they're actively trying to see how hard they can push customers away... I was a bit terse in my reply which may have started with, "What the hell?" Last edited by Morpheus Phreak; 11-23-2024 at 04:05 PM.

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11-23-2024, 04:47 AM	#91
Morpheus Phreak Wielder of Hammers Posts: 88 Karma: 26342 Join Date: Jul 2010 Location: Portland, OR Device: Kindle Touch & 2 Kindle Colorsoft Signature Editions	An agent gave me their current guidance script for customers as of yesterday: "DO say “Only a small number of Colorsoft were impacted, and we feel confident it is resolved. Our teams will send you a replacement as soon as it’s available, and you’ll be notified once that happens.” Then, apologize for the inconvenience, and offer the following options: 1. Replacement is unavailable, please continue using your device, and we'll ship it when ready 2. If you'd still like to return we can process an advance refund today, and send you a 20% code - [redacted] redeemable on any other Kindle devices/bundles. If you liked the formfactor of Colorsoft, we recommend our new Kindle Paperwhite SE, it ships immediately, also comes with wireless charging and waterproofing and Colorsoft's accessories are compatible too. Note: Customers who have already returned their device for a refund can use this code also." and stated internal guidance says: "They are currently saying about 8 weeks on replacements." The agent also said internal guidance now refers to it as an emergent issue. That wording choice is interesting.

11-23-2024, 07:35 AM	#92
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	This is more or less what they told me a week or two ago. I doubt they'll contact me when they get new stock, but as I said in my last post, I'm not sure at this point I'll go through the hassle of an exchange. Like a lot of annoyances in life, this one I've gotten used to. I still think for the price that the screen consistency should be better, but life is all about deciding which hills are worth dying on. The last thing I need to become is one of those Reddit people who exchange their Kindle 4x in search of the perfect specimen.

11-23-2024, 07:48 AM	#94
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	In the end it's about reading. Its quality is more than good enough for that, and I still enjoy seeing the color covers (all the Sanderson Stormlight Archive book covers are easier to distinguish which is which in color!), so I'm finding less to complain about these days.

11-28-2024, 11:58 PM	#96
Morpheus Phreak Wielder of Hammers Posts: 88 Karma: 26342 Join Date: Jul 2010 Location: Portland, OR Device: Kindle Touch & 2 Kindle Colorsoft Signature Editions	It hasn't gone any better since. I think Amazon may have lost me as a customer. The ECR wouldn't respond to me at all other than to say I had to return the Kindle early or they would no long assist me at all, and then sent me blank response after blank response. They're also now refusing to honor the 20% discount code on a new Kindle or Kindle bundle for me post return, and the monthly payment plan disappeared on me. This Colorsoft started off with my pre-order being late despite them selling units for same day delivery in my city on launch day, and no compensation. How the hell does that happen? Then the yellow band and dead pixel issue. Then being lied to about being sent a replacement Then the constant delays with no communication. Now they're just being so grossly abusive of customers over this. I think it might be time I took advantage of having a very old Kindle still registered on the account so I can backup my content and move to another brand of reader.

12-02-2024, 11:18 AM	#97
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	I would say their customer service on this issue has been very weak. At this point I really don't trust that the new ones, whenever they get released, will be any better than what I have in my hand (but we'll see what Reddit says at that time). One thing I haven't seen people complain about are the bugs it has. For example, if I turn on wifi after it being off for a bit, it won't sync to furthest page read for a few minutes. It'll just sit there trying, but never do it. Also, when I go to the page flip mode, change it to the view where it shows 9 thumbnails of pages, flip ahead or back, then try to go to a page that's further ahead or back, more often than not it will simply do nothing, then crash back to the page I was on. Considering it's been over a month, I expected a software update by now, but maybe they're still figuring out how they're going to handle the thousands of us who were first day customers.

12-04-2024, 10:23 AM	#99
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	Judging by the fact that Amazon still doesn't have Colorsoft stock ready to ship, and any date keeps getting pushed out, I'm fairly certain that they simply don't, yet, have a solution for the color gradient ("yellow bar," as most like to call it) issue. That I can deal with. What is unacceptable is that they don't have a consistent response to customers who currently own one as to what they are doing about it.

12-04-2024, 10:51 AM	#100
TheSmitty Addict Posts: 318 Karma: 1181422 Join Date: Dec 2017 Location: DFW, TX area Device: Kindle Colorsoft, Libra Colour, Voyage, iPad Pro 11, iPad Mini 7	I do think the color and even simple text, based up various reviews, does look better than the Kobo Colour. For now though, with this yellow bar debacle, I have deleted the item from my cart. Maybe in a few months if the issue is truly fixed I may consider it again. One of the bigger fumbles I have seen Amazon perform in recent memory.

12-04-2024, 02:16 PM	#103
JSWolf Resident Curmudgeon Posts: 79,763 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	What I want to know is how can the Colorsoft ship in the first week of January in the US but in the UK it will ship any time within the first 3 weeks of February? It's either fixed by the first week in January or it's not and if it is, it should shop the same everywhere it's sold.

12-04-2024, 02:33 PM	#105
Hollow Man Evangelist Posts: 408 Karma: 2000000 Join Date: Feb 2011 Location: Connecticut Device: Kindle Colorsoft, Oasis, Keyboard; iPhone 13 Pro, Air	Jon is going to continue to push the colors on the Kobo but trust me, the Colorsoft is very nice there. As far as ship dates, don't trust any of them. They keep getting pushed back.

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