Kindle DX - screen cracked :( - Page 2

kennyc · 11-10-2009, 06:33 AM

Wow this story almost makes me want to order a DX.

catsittingstill · 11-10-2009, 10:06 PM

I'm so glad they replaced it for you!

My experience with Amazon's customer service regarding the Kindle has generally been really good, but I wasn't sure which way they would go on this one.

Madam Broshkina · 11-10-2009, 10:19 PM

Quote:

Originally Posted by Keithd

Well, I didn't expect it, but Amazon's got a customer for life. They agreed to replace it, no cost to me.

The reason the CSR gave was that it was the first time and it's still in the warranty period. The only two questions were how was it damaged (cracked), and was it dropped from higher than shoulder height (no). I would NOT suggest being careless with your kindle and counting on this! I was fully ready to take a big hit for my own stupidity, but Amazon decided that having a Customer for Life was better than outright charging me for the screen cost.

I'm still out my DX until the new one arrives, complicated by the fact that I'm stationed in Japan, so it's got to go to my Dad's house first. But given how it could have turned out, I'm OK with that!

I'm going to be much more careful. The Kindle gets its own dedicated resting place from now on!

I think that being honest on how the DX was damaged had a lot to do with Amazon's response in this case. I have read many times on this site on how some people's readers have been damaged spontaneously. I would bet that Amazon has heard the same numerous times.

Keithd · 11-20-2009, 12:30 AM

Just to follow up on this - I just got my replacement DX. If it's a refurb, I can't tell - looks new to me.

It took a while to get here because Amazon sent it to my father's house in Houston, then he had to send to me here in Japan. Wasn't too bad.

My only concern was they included a new USB/wall charger. I was told to remove all accessories, so I shipped my old DX bare. Now I have 2 chargers. No big deal, even if they charged me for the second charger I'd consider it OK.

markbot · 11-20-2009, 12:04 PM

I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care.

Talk to customer service....what is the point of posting on this forum?

Daithi · 11-20-2009, 12:07 PM

I broke my Kindle 1 in a similar manner to Keithd, and they charged me $180 for a replacement, which I thought was pretty decent since it was completely my fault that it broke. Not as good a deal as Keithd, but then again my warranty expired.

I've been real happy with Amazon's customer service.

kennyc · 11-20-2009, 12:40 PM

Quote:

Originally Posted by markbot

I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care.

Talk to customer service....what is the point of posting on this forum?

I agree that it doesn't do much good support wise, but information-wise for both the poster and other interested parties, I think it's a good thing.

kindlekitten · 11-20-2009, 01:18 PM

Quote:

Originally Posted by markbot

I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care.

Talk to customer service....what is the point of posting on this forum?

because we do care. we really really do care. it reassures us and helps us to counterbalance the snarky posters that inform us of having been banned from Amazon for life (which was most certainly a lie), and scads of others who have nothing but Amazon hate to relate

desertgrandma · 11-20-2009, 01:23 PM

Quote:

Originally Posted by markbot

I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care.

Talk to customer service....what is the point of posting on this forum?

One very important thing to consider when buying an ebook device is the customer service you get from the seller.

Posting here, good or bad, will help someone decide if they want to do business with a company.

Keithd · 11-20-2009, 07:45 PM

Quote:

Originally Posted by markbot

I don't want to come off as flippant,

Edit to say:

Your post wasn't nice, nor helpful. I was trying to be.

Pushka · 11-21-2009, 06:33 PM

Quote:

Originally Posted by markbot

I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care.

Talk to customer service....what is the point of posting on this forum?

Well, I care so you are not speaking for me. Because if any of us are put in the same situation we would contact Customer Care as opposed to thinking it was my fault so they wont fix it.

Well done KeithD and thanku for posting - I haven't had great service from Customer Care but hoping I wont need them again anyway.

Connallmac · 11-22-2009, 11:27 AM

I drove Friday from Indiana to where I grew up in Upstate NY. I had no idea, but my mother had purchased a K2 back in July, which I discovered sitting on her kitchen counter Friday evening. She had just turned off the wireless for the first time on Thursday and now couldn't get it to turn back on. So I played with it and couldn't get it to turn on. I even checked with my DX to see if perhaps it was an issue with the Sprint network and the wireless coverage. I got a good two or three bars of 3G coverage on it. But I put it back down and got back to catching up with the family.

Last night I picked it up early in the evening and started playing with it again, giving it a full restart and everything I could think of, save setting it back to factory defaults. Still no response. I decided to give the Kindle Support team a shot to see if they could help. The gent I spoke to went through everything I had tried and then to restoring it to factory defaults. When that also did not work he stated that he would ship out a new Kindle and it should arrive the 24th and that he would call on the 24th to see that my mother had received it, as well as e-mailing her a shipping label to send the original K2 back. Just another great example of Amazon's excellent customer service!

kennyc · 11-22-2009, 11:29 AM

Sorry it's broken, but sounds like more great service from Amazon.

PBee · 11-22-2009, 08:43 PM

Quote:

Originally Posted by markbot

I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care.

Talk to customer service....what is the point of posting on this forum?

IMO you did come off as quite flippant. A simple solution for you, if you're not interested don't read it.

tklaus · 11-23-2009, 12:15 AM

Quote:

Originally Posted by markbot

I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care.

Talk to customer service....what is the point of posting on this forum?

Because some of us do care. Please don't speak for all of us.

11-20-2009, 12:30 AM	#19
Keithd Member Posts: 18 Karma: 438 Join Date: Sep 2008 Device: Kindle DX, Sony PRS-505	It's Here!!! Just to follow up on this - I just got my replacement DX. If it's a refurb, I can't tell - looks new to me. It took a while to get here because Amazon sent it to my father's house in Houston, then he had to send to me here in Japan. Wasn't too bad. My only concern was they included a new USB/wall charger. I was told to remove all accessories, so I shipped my old DX bare. Now I have 2 chargers. No big deal, even if they charged me for the second charger I'd consider it OK.

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11-10-2009, 06:33 AM	#16
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	Wow this story almost makes me want to order a DX.

11-10-2009, 10:06 PM	#17
catsittingstill Guru Posts: 643 Karma: 551634 Join Date: Dec 2007 Device: Kindle 1.0.8, iPod Touch, Kindle Keyboard	I'm so glad they replaced it for you! My experience with Amazon's customer service regarding the Kindle has generally been really good, but I wasn't sure which way they would go on this one.

11-20-2009, 12:04 PM	#20
markbot Guru Posts: 612 Karma: 7511929 Join Date: Apr 2007 Location: New York, NY Device: Amazon Kindle Paperwhite 2	I don't want to come off as flippant, but i honestly have to wonder why people make these posts....as if we care. Talk to customer service....what is the point of posting on this forum?

11-20-2009, 12:07 PM	#21
Daithi Publishers are evil! Posts: 2,418 Karma: 36205264 Join Date: Mar 2008 Location: Rhode Island Device: Various Kindles	I broke my Kindle 1 in a similar manner to Keithd, and they charged me $180 for a replacement, which I thought was pretty decent since it was completely my fault that it broke. Not as good a deal as Keithd, but then again my warranty expired. I've been real happy with Amazon's customer service.

11-22-2009, 11:27 AM	#27
Connallmac Transplanted NYer Posts: 455 Karma: 520286 Join Date: May 2009 Location: Eastern IN Device: Kindle Fire HD 8.9", Kindle Fire HD 7", Kindle Touch	I drove Friday from Indiana to where I grew up in Upstate NY. I had no idea, but my mother had purchased a K2 back in July, which I discovered sitting on her kitchen counter Friday evening. She had just turned off the wireless for the first time on Thursday and now couldn't get it to turn back on. So I played with it and couldn't get it to turn on. I even checked with my DX to see if perhaps it was an issue with the Sprint network and the wireless coverage. I got a good two or three bars of 3G coverage on it. But I put it back down and got back to catching up with the family. Last night I picked it up early in the evening and started playing with it again, giving it a full restart and everything I could think of, save setting it back to factory defaults. Still no response. I decided to give the Kindle Support team a shot to see if they could help. The gent I spoke to went through everything I had tried and then to restoring it to factory defaults. When that also did not work he stated that he would ship out a new Kindle and it should arrive the 24th and that he would call on the 24th to see that my mother had received it, as well as e-mailing her a shipping label to send the original K2 back. Just another great example of Amazon's excellent customer service!

11-22-2009, 11:29 AM	#28
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	Sorry it's broken, but sounds like more great service from Amazon.