My replacement PW overview - Page 8

xendula · 10-08-2012, 02:45 PM

Quote:

Originally Posted by xendula

Could be, but I have seen no reports of a device having this repair blurb on the screen out of the box.

I have been on the phone with CS for the past 40 min. and they keep telling me they can't send any replacements before 10/16. This is slowly making me dislike Amazon, and I have been their biggest fan and converted a ton of people to kindlites!! With the other kindles, they were just awesome quality out of the box.

Picture attached, still talking to them - 60 mins now.

Trauma Doll · 10-08-2012, 02:49 PM

Thanks for the (disheartening) update. What on earth is going on during this hourlong conversation? I think even their most intense troubleshooting script can't take that long, or are they trying to escalate the issue to get you a faster replacement, and failing?

I've gotta say that if my replacement (tomorrow) is also unacceptable, I'm probably going to call it on this whole thing, send the PW back and order another cheap lot of imported batteries for my Kandle. Or possibly get a case with built-in lighting. Either way, I'm glad I held on to my KK.

sparklemotion · 10-08-2012, 02:49 PM

Quote:

Originally Posted by xendula

I have been on the phone with CS for the past 40 min. and they keep telling me they can't send any replacements before 10/16.

That's odd as I called today and they sending me one to arrive this Wednesday. Although, who knows, maybe it'll be someone's returned PW. :\

xendula · 10-08-2012, 02:50 PM

Quote:

Originally Posted by Blossom

At this point I would return them both and read on your K4B. I am probably going to wait for next year's model when all these issues are fixed. I'm going to upgrade my Kindle Fire instead.

I remember how disappointed I was with my K4S and the replacement was not much better. Now I finally got a good eReader (K4B) I so do not want to go through all that again.

Thing is: one of them is supposed to be a present (already promised and hyped up - my fault). Also, I really like the software -I like being able to see the covers and access the cloud (I have hundreds of books, which are a nightmare to keep track of with the K4B/S) I just dislike the quality.

xendula · 10-08-2012, 02:59 PM

Quote:

Originally Posted by sparklemotion

That's odd as I called today and they sending me one to arrive this Wednesday. Although, who knows, maybe it'll be someone's returned PW. :\

Good to know. Was it a Wifi or a 3G one? And with or without SO?

xendula · 10-08-2012, 03:02 PM

Quote:

Originally Posted by Trauma Doll

Thanks for the (disheartening) update. What on earth is going on during this hourlong conversation? I think even their most intense troubleshooting script can't take that long, or are they trying to escalate the issue to get you a faster replacement, and failing?

I've gotta say that if my replacement (tomorrow) is also unacceptable, I'm probably going to call it on this whole thing, send the PW back and order another cheap lot of imported batteries for my Kandle. Or possibly get a case with built-in lighting. Either way, I'm glad I held on to my KK.

Me trying to escalate and them telling me the 16th is the earliest. I do not want to wait to receive my replacements on the 16th, and, with my luck need to send those back and wait another week? These replacements were defective, so I need to factor in yet another round of replacements.

sparklemotion · 10-08-2012, 03:05 PM

Quote:

Originally Posted by xendula

Good to know. Was it a Wifi or a 3G one? And with or without SO?

Wi-fi/without SO.

techiegirl · 10-08-2012, 03:05 PM

My husband called on Saturday about getting a replacement for ours (1 wifi, 1 3G) and was given the run-around. When he hung up, he received a request for survey. He gave them a very bad survey, to which they requested a call back #. A specialist called him back right away and we are scheduled to receive our replacements on Wednesday.

Trauma Doll · 10-08-2012, 03:07 PM

Quote:

Originally Posted by xendula

Me trying to escalate and them telling me the 16th is the earliest. I do not want to wait to receive my replacements on the 16th, and, with my luck need to send those back and wait another week? These replacements were defective, so I need to factor in yet another round of replacements.

Based on my experience last week, and others' this week (and today) I have a bad feeling you just got a bad dice-roll and a less-helpful rep. I really feel for you. I generally don't advocate trying to bully your way through customer support for any company, but the fact that you got a DOA replacement and they are now clearly stalling you is not cool. Maybe Engadget or Gizmodo would be interested in a pic of your new dead one?

Also: I think you mention having to send one back and wait for replacement--they gave me 30 days to return my bad one, although they did ask for a credit card as backup.

Barty · 10-08-2012, 03:07 PM

I'm okay with delay in getting replacement. They can only make so many. I'm not okay with them giving us a refurb. It's been out a week. Are they just giving us units other people were unhappy about? I don't think mine would look defective upon casual inspection, especially in a brightly lit warehouse.

sparklemotion · 10-08-2012, 03:11 PM

Quote:

Originally Posted by Barty

I'm not okay with them giving us a refurb.

Me neither.

I'll be complaining loudly if that happens. Unfortunately, it seems that may have happened with xendula, considering her screen had a repair message on it. I did say to CS when I called "this is going to be a new unit, correct?" and he said, yes. Who really knows though.

Trauma Doll · 10-08-2012, 03:12 PM

Quote:

Originally Posted by Barty

I'm okay with delay in getting replacement. They can only make so many. I'm not okay with them giving us a refurb. It's been out a week. Are they just giving us units other people were unhappy about? I don't think mine would look defective upon casual inspection, especially in a brightly lit warehouse.

My gut instinct is it's too soon for them to have received and turned around any but a very very few units (if any). How many people here who got replacements have actually shipped your original ones back? And how many of THOSE think Amazon has had a chance to unbox, inspect, and repackage it, and for it to arrive at another destination?

Unfortunately, the alternate explanation is that more units are continuing to come new off the line with major problems.

sparklemotion · 10-08-2012, 03:14 PM

Quote:

Originally Posted by Trauma Doll

My gut instinct is it's too soon for them to have received and turned around any but a very very few units (if any). How many people here who got replacements have actually shipped your original ones back? And how many of THOSE think Amazon has had a chance to unbox, inspect, and repackage it, and for it to arrive at another destination?

That's a good point and hopefully correct, but it's still rather odd about xendula's on screen repair message.

Blossom · 10-08-2012, 03:14 PM

Quote:

Originally Posted by techiegirl

My husband called on Saturday about getting a replacement for ours (1 wifi, 1 3G) and was given the run-around. When he hung up, he received a request for survey. He gave them a very bad survey, to which they requested a call back #. A specialist called him back right away and we are scheduled to receive our replacements on Wednesday.

You got to love those feedback forms. I've use them all the time for Praising a Rept or reporting one. I love how Amazon says at the end they really want to help you to please try contacting them again.

The best time to call is during business hours on a weekday.

xendula · 10-08-2012, 03:48 PM

OK, so after a manager whose name was presumably Andrew had me on hold for 20 mins, my battery died. I called back from my cell and talked to someone different, who was much less cookie cutter and really tried to help. I was close to exploding at that point, since I had to explain everything again. He put me on hold and worked things out with his supervisor. He finally managed to make things happen and I should be receiving two new units this Wed or Thursday, but only because they are sending me 3Gs, as the WiFi only are presumably impossible to get this week (not what techiegirl's hubby received for an answer).

What I noticed is that the first time, I talked to a service center in India/Bangladesh(?), the second time, definitely not. I wonder if the level of customer support depends on this factor at all, or if it is just coincidence. I can tell you that my feelings on Amazon as a company were very much influenced both times I talked to these two service centers - after the first one, I was ready to call it a day and look into alternatives, while I am now a bit more optimistic.

The CS rep said that they do not have any refurb units they ship out, so I definitely received new units. I just don 't get how that repair notice ghosted onto the screen. Doesn't that mean someone turned it on first, in order for it to appear? Did they do QC, see it, and mail it off anyway to meet their quota?!

I have my hopes up that maybe the 3Gs being different hardware, they have less issues. I really really hope so.

10-08-2012, 03:48 PM	#120
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	Update OK, so after a manager whose name was presumably Andrew had me on hold for 20 mins, my battery died. I called back from my cell and talked to someone different, who was much less cookie cutter and really tried to help. I was close to exploding at that point, since I had to explain everything again. He put me on hold and worked things out with his supervisor. He finally managed to make things happen and I should be receiving two new units this Wed or Thursday, but only because they are sending me 3Gs, as the WiFi only are presumably impossible to get this week (not what techiegirl's hubby received for an answer). What I noticed is that the first time, I talked to a service center in India/Bangladesh(?), the second time, definitely not. I wonder if the level of customer support depends on this factor at all, or if it is just coincidence. I can tell you that my feelings on Amazon as a company were very much influenced both times I talked to these two service centers - after the first one, I was ready to call it a day and look into alternatives, while I am now a bit more optimistic. The CS rep said that they do not have any refurb units they ship out, so I definitely received new units. I just don 't get how that repair notice ghosted onto the screen. Doesn't that mean someone turned it on first, in order for it to appear? Did they do QC, see it, and mail it off anyway to meet their quota?! I have my hopes up that maybe the 3Gs being different hardware, they have less issues. I really really hope so.

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10-08-2012, 02:49 PM	#107
Trauma Doll Addict Posts: 219 Karma: 1009108 Join Date: Dec 2008 Device: Gave up on PW. Using Kindle Keyboard.	Thanks for the (disheartening) update. What on earth is going on during this hourlong conversation? I think even their most intense troubleshooting script can't take that long, or are they trying to escalate the issue to get you a faster replacement, and failing? I've gotta say that if my replacement (tomorrow) is also unacceptable, I'm probably going to call it on this whole thing, send the PW back and order another cheap lot of imported batteries for my Kandle. Or possibly get a case with built-in lighting. Either way, I'm glad I held on to my KK.

10-08-2012, 03:05 PM	#113
techiegirl Groupie Posts: 169 Karma: 1014914 Join Date: Nov 2010 Device: Kindle Voyage, iPad Mini, iPhone 6+	My husband called on Saturday about getting a replacement for ours (1 wifi, 1 3G) and was given the run-around. When he hung up, he received a request for survey. He gave them a very bad survey, to which they requested a call back #. A specialist called him back right away and we are scheduled to receive our replacements on Wednesday.

10-08-2012, 03:07 PM	#115
Barty doofus Posts: 2,516 Karma: 13036221 Join Date: Sep 2010 Device: Kobo Libra 2, Kindle Voyage	I'm okay with delay in getting replacement. They can only make so many. I'm not okay with them giving us a refurb. It's been out a week. Are they just giving us units other people were unhappy about? I don't think mine would look defective upon casual inspection, especially in a brightly lit warehouse.

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