10-20-2012, 10:46 PM | #1 |
dangerous when cornered
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Discussions with Amazon CS about PW Defects
I'm starting this thread at the request of another member so we can make it easier to follow the ongoing discussions some of us are having with Amazon CS regarding our defective PW's.
I left a 1 star review on Amazon due to my Kindle Paperwhite screen issues. Today I received a phone call from Amazon customer service saying they read my review and wanted to talk to me about the problems I was having with the screen. Unfortunately, I missed the phone call. They also emailed me. I'll be calling them tomorrow. I know xendula is in a similar situation so please feel free to post here and let us know how it goes for you, xendula. I'll post here here tomorrow and let everyone know what CS has to say. Last edited by sparklemotion; 10-20-2012 at 10:49 PM. |
10-20-2012, 10:58 PM | #2 |
I'm Super Kindle-icious
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Thanks again sparklemotion!
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10-21-2012, 04:42 AM | #3 | |
Connoisseur
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I am re-posting from this thread:
https://www.mobileread.com/forums/sho...192940&page=38 Quote:
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10-21-2012, 12:00 PM | #4 | |
eBookworm
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Thanks, sparklemotion and daffy4u.
I had a few conversations. First the emails. Not sure if it is OK to post these here, so I may have to remove them if requested, but it is easier than recounting everything. I removed my name, numbers and email addresses. BTW, every time I write back, I get an email back that that email address cannot receive emails and that I should contact CS via the website, but somehow, they do get through. You have to read these from the bottom up, obviously: 10/12: Quote:
Last edited by xendula; 10-21-2012 at 12:36 PM. |
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10-21-2012, 12:08 PM | #5 |
I'm Super Kindle-icious
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Wow xendula! Thanks for the correspondence copies. What a crazy ride this turning out to be.
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10-21-2012, 12:30 PM | #6 |
eBookworm
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I have talked to Andrew twice since. Last Wednesday, he called me to let me know they are still working on a resolution for me, and that he'd call me back towards the end of the week. On Friday he called me to let me know they are working on a resolution and that he'd call me Monday or Tuesday.
It all sounds a bit mysterious to me. The history: I had ordered two PW's. One is supposed to be mailed out next week. One arrived a few weeks ago. My first unit was atrocious, though at least it had the faintest of hues - it was the most even looking screen of them all. I called for a replacement and talked to a really nice rep who said that they'd make sure I'd get a good unit even if it means replacing it yet another time. To my surprise, there were actually two replacements in the box. I am not sure if this is because he wanted to make sure I get one good unit, or because I voiced my concern about the second PW that I needed being a present for someone overseas and me not being able to gift a good unit if I needed replacements for that one as well. Whatever the case, I ordered two and need to units. Too bad only one of the two replacements powered on at all, with the other one having a REPAIR message ghosted on the screen. I called Amazon right after unpacking the units, so no more than maybe 30 minutes after I received the unit. That's when I was given the run-around. In a matter of two days, I talked to 10 CS reps. The first time, I talked to a rep in India for 40 minutes who kept telling me a replacement would take two weeks (if I recall correctly). Meanwhile, others on this forum had talked to CS and arranged for the exact same type of PW to be shipped through 2 day shipping on the same exact day, so I kept insisting on a faster delivery, and she kept telling me there's nothing she can do. I was posting here in-between being put on hold by her, so I knew the answer she was giving me was BS. That's how I ended up talking to her team lead, "Andrew", who was equally unhelpful, and who then put me on hold for 15 or 20 minutes until my phone battery died. That was one hour on my Saturday, with zero resolution, so I had to call back. I'd talk to a rep and either they would say one thing, but then the email confirmation said another, so that I'd have to call again, or my calls would drop.* It took me talking to 10 reps between Saturday and Sunday, to finally get replacements sent by Wednesday. I can tell you that I was in tears when yet another rep would tell me that he'd need to put me on hold because someone else needed to talk to me. I hope that Amazon will take the time to listen to theses calls to see what they put customers through. I know they usually have stellar CS, but this time, everything went haywire. While I had been holding off on writing a review until then, I had no more qualms and left a 1 star review. Then an Andrew contacted me with the above posted email. I am still hoping for two units with good screens. I know a lot of people keep the one that is okay, but I want more than okay or acceptable, especially after wasting so much energy on this. I feel like if I give up on the PWs now, I will lose my trust in Amazon forever as well. Maybe that's why I keep trying. I buy everything from Amazon, so I'd feel like losing a friend, almost. ______________________________ *Because they reroute calls lord knows how many times, my next calls would drop. I'd ask them right form the get go to write down my number, then, and to call me back if the call dropped, so I would not have to explain the same thing again. They all said they would, not one did. I think there was somethung going on with their phone systems that day, because theirs are the only calls that ever drop, so I know it wasn't on my end. |
10-21-2012, 12:31 PM | #7 |
eBookworm
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10-21-2012, 01:25 PM | #8 |
Nameless Being
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My initial thought is that Andrew doesn't have a clue, though he seems to be trying to seek answers. Of course that could just be more scripted rhetoric designed to pacify you.
My current problem now is getting my refund. I shipped the first one back the first week of Oct and the other two shipped back 1.5 weeks ago. All three have made it back home to the mother ship in KY and I've long since got the emails stating they were received and that I should be getting a refund email notice. Still no refund email notice nor any refund. I'm going to call CS in the morning to see what the problem is. I suspect they are uber confused about the three returned units for a single unit order. Last edited by jswinden; 10-21-2012 at 01:42 PM. |
10-21-2012, 02:24 PM | #9 | |
Wizard
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Return procedure
Quote:
When the returned unit is received, it is then deregistered by the warehouse upon receipt generating the proper email to you and initiating the refund and/or credit. If you deregister the unit first, when it is received, the warehouse will have no idea whose unit it was. If you first deregistered all your returned units, CS will now have to do extensive research to find them. If you can supply the proper UPS Tracking numbers to CS, it will shorten their research time. Last edited by sirmaru; 10-21-2012 at 02:28 PM. |
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10-21-2012, 02:36 PM | #10 |
dangerous when cornered
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Hmm.. but the mailing labels have your info and name on them?
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10-21-2012, 02:38 PM | #11 |
Nameless Being
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I didn't receive any instructions about not deregistering the PWs. They only asked to have the WiFi turned off. I have always deregistered by doing a full factory reset before returning any electronics item. Amazon has serial numbers and order numbers with which to verify any returned item.
EDIT: And the fact they emailed me that the items were successfully returned and that charges would be reversed indicates they were able to track these units and associate them with my account/order. Last edited by jswinden; 10-21-2012 at 02:40 PM. |
10-21-2012, 02:43 PM | #12 | |
Wizard
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Other identifying documents
Quote:
However, it will take much longer than if they still had your unit registered when received at the warehouse. CS had told me last year, when I returned my first Fire, that the deregistration at the warehouse automatically generates the email and credit and / or refund. If you call CS, you could verify all this. Its possible it changed over the last year. One thing which has changed is that they now will schedule a UPS pickup at your house or office instead of you having to drop off the package to UPS or pay for a pickup. I found that out a few days ago when I returned another product to Amazon. There was no need to contact CS. It was all done online at the Order page. In addition, that last product I returned did not have a mailing label generated. It said the UPS truck would have the label when they picked up the product. It only generated for me a return authorization page which had to be enclosed with the product in the package. The email I receieved had the UPS tracking number. Last edited by sirmaru; 10-21-2012 at 02:49 PM. |
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10-21-2012, 03:01 PM | #13 | |
Zealot
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Quote:
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10-21-2012, 03:05 PM | #14 |
dangerous when cornered
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That's exactly what I thought. When you tell Amazon you are returning an item, the mailing label they have you print out matches the info for you item. The labels are order specific. So deregistering it shouldn't be an issue.
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10-21-2012, 03:39 PM | #15 | |
Treasure Seeker
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Quote:
Once you get your refund you might try Best Buy. Some are having luck there in getting a no blob unit. |
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