Cracked Screen?

cmcfalls2 · 06-23-2011, 08:20 AM

Greetings,

I have been lurking this forum for a couple of months, doing research and getting information before I received a Kindle from my wife for our wedding anniversary.

Now, less than 6 weeks later, I think my screen might be cracked. I keep my Kindle in a hard-backed case, so it's odd that anything would have come in contact with the screen.

But, about a week ago, a small speck appeared on the top of the screen, almost at the edge. It looked to me like a "dead pixel" on a TV, except it stayed on the screen even when the device is off. Now, that small speck has grown (still pretty small though) and has begun spider webbing out a bit. It's still only about the size of the letter "o" where it says amazon kindle. And, the good thing is that it is actually ABOVE where any letters are when I am reading a book, so it doesn't interfere.

I actually have a few questions. First, is this a cracked screen issue? If it is, it would have to have been something very small and pointed to make such a small crack. Which is VERY odd since I keep it in a case and have never dropped it or placed in into a backpack. To my knowledge, nothing has come in contact with the screen.

Second, if this is a cracked screen, will this continue to spread out and get larger? It seems like it would with repetitive page turning. But, I know that e-ink does not "leak," so I do not know if it will spread.

And, lastly, since it has been kept in a case, and it so minute that it might be an internal flaw, do you think this is covered under any warranty? The thing is less than 6 weeks old! I know I'm stretching on that, but I don't want to have to deal with this growing dead pixel if I don't have to.

Thanks for any help!

DMB · 06-23-2011, 08:30 AM

I am not an expert, but it sounds like a cracked screen to me and should be covered by the warranty. Ring Kindle CS immediately!

lestatar · 06-23-2011, 08:33 AM

^ Ditto. Contact KINDLE Customer Service, not general Amazon CS. Odds are excellent they will replace immediately with a new device.

tubemonkey · 06-23-2011, 09:00 AM

^^ what they said. Here's the phone number for Kindle: 1-866-321-8851

...and welcome to the group

cmcfalls2 · 06-23-2011, 09:26 AM

Awesome! I just got off the phone with them and a new one is on it's way. By far the best customer service experience I've ever had. Thanks for the help!

lestatar · 06-23-2011, 10:33 AM

See? Told ya!

And postage FREE both ways! Kindle CS R O C K S.

06-23-2011, 08:20 AM	#1
cmcfalls2 Junior Member Posts: 2 Karma: 10 Join Date: Jun 2011 Device: Kindle	Cracked Screen? Greetings, I have been lurking this forum for a couple of months, doing research and getting information before I received a Kindle from my wife for our wedding anniversary. Now, less than 6 weeks later, I think my screen might be cracked. I keep my Kindle in a hard-backed case, so it's odd that anything would have come in contact with the screen. But, about a week ago, a small speck appeared on the top of the screen, almost at the edge. It looked to me like a "dead pixel" on a TV, except it stayed on the screen even when the device is off. Now, that small speck has grown (still pretty small though) and has begun spider webbing out a bit. It's still only about the size of the letter "o" where it says amazon kindle. And, the good thing is that it is actually ABOVE where any letters are when I am reading a book, so it doesn't interfere. I actually have a few questions. First, is this a cracked screen issue? If it is, it would have to have been something very small and pointed to make such a small crack. Which is VERY odd since I keep it in a case and have never dropped it or placed in into a backpack. To my knowledge, nothing has come in contact with the screen. Second, if this is a cracked screen, will this continue to spread out and get larger? It seems like it would with repetitive page turning. But, I know that e-ink does not "leak," so I do not know if it will spread. And, lastly, since it has been kept in a case, and it so minute that it might be an internal flaw, do you think this is covered under any warranty? The thing is less than 6 weeks old! I know I'm stretching on that, but I don't want to have to deal with this growing dead pixel if I don't have to. Thanks for any help!

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06-23-2011, 08:30 AM	#2
DMB Old Git Posts: 958 Karma: 1840790 Join Date: Aug 2010 Location: Switzerland (mostly) Device: Two kindle PWs wifi, kindle fire, iPad3 wifi	I am not an expert, but it sounds like a cracked screen to me and should be covered by the warranty. Ring Kindle CS immediately!

06-23-2011, 08:33 AM	#3
lestatar LB's lolz Mutt Minion Posts: 2,902 Karma: 5700001 Join Date: Jun 2011 Location: Hong Kong now but NYC forever Device: Kindle3, GalaxyTab, BB Bold9700, BB 8300, Sony Clie, Palm Vx, Palm III	^ Ditto. Contact KINDLE Customer Service, not general Amazon CS. Odds are excellent they will replace immediately with a new device.

06-23-2011, 09:00 AM	#4
tubemonkey monkey on the fringe Posts: 45,743 Karma: 158575914 Join Date: May 2010 Location: Seattle Metro Device: Moto E6, Echo Show	^^ what they said. Here's the phone number for Kindle: 1-866-321-8851 ...and welcome to the group

06-23-2011, 09:26 AM	#5
cmcfalls2 Junior Member Posts: 2 Karma: 10 Join Date: Jun 2011 Device: Kindle	Awesome! I just got off the phone with them and a new one is on it's way. By far the best customer service experience I've ever had. Thanks for the help!

06-23-2011, 10:33 AM	#6
lestatar LB's lolz Mutt Minion Posts: 2,902 Karma: 5700001 Join Date: Jun 2011 Location: Hong Kong now but NYC forever Device: Kindle3, GalaxyTab, BB Bold9700, BB 8300, Sony Clie, Palm Vx, Palm III	See? Told ya! And postage FREE both ways! Kindle CS R O C K S.

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