Is anyone having trouble getting a replacement from Amazon?

Ler0y Jenkins · 10-09-2012, 07:58 AM

Hi everyone,

I received my PW about a week ago and I've been on the fence about whether to keep it or send it back for a replacement. The lighting is pretty even, but I have an area in the bottom, lefthand corner that has pretty noticable light bleed (worse than other pictures I've seen on here). Also, the top porition of the screen has light blue/pink areas that are relatively minor, but you can see if you look close enough.

Anyway, after seeing some pictures of other people units that look a lot better than mine, I decided to call Amazon for a replacement. When I got the lady on the phone, I told her my issues and said I'd like to "exchange" it. She said I could send it back for a refund becuase I'm still in the 30-day period, but that they didn't have an exchange program.

I told her that I was on the website and there was an option for replacement. She said they "may" be able to do that, but we would need to "troubleshoot" the device first. She suggested that turning the light up or down may fix it. I told her that I've had it for a week and I've tried all of that stuff. Then she suggested it could be a software issue and if we, for instance, reset the device, it may fix the problem. I told her that it was clearly hardware and not software related.

Basically, she was unwilling to budge. I'm at work and don't really want to waste my time on the phone when I get home resetting my device when that clearly isn't the problem.

Has anyone had to jump through these hoops? For some reason, I thought they would just allow the exchange without much effort.

xendula · 10-09-2012, 08:37 AM

I have been jumping through hoops for days, but not because they refuse to send a replacement. Try to call again, maybe? A lot of users on this forum had to call for replacements and nobody was told what you were told.

Trauma Doll · 10-09-2012, 09:04 AM

I didn't call, but went through chat. I had to run through a troubleshooting script with lots of pauses on the other end, but eventually they agreed to ship me a replacement. However, this was last Thursday (2 days after release). They may be starting to try to clamp down a bit, although there's only so much they can do--nothing is stopping people from doing the automated return within the 30 day window.

sirmaru · 10-09-2012, 09:33 AM

Just use the guaranteed 30 day return, no questions asked, option. If they won't give you a replacement, request a refund. Thay have to give that to you per their policy.

Frankly, with all the PW problems I've seen, if I had a defective PW, I'd just go for the refund and buy a Kindle Fire HD. There have been ZERO problems reported on this Forum for that product.

They may have been flooded with complaints and replacement requests and just want to stem the tide at this point.

My PW is great so I don't have that problem. However, there appears to be too many defective units floating around.

sparklemotion · 10-09-2012, 09:52 AM

Did you call Amazon *Kindle* support or just regular Amazon CS? Make sure you always call the Kindle Line for Kindle issues. I have never heard of anyone at Amazon saying we don't have a replacement program for new kindles, how nutty. In the future if you get a bad rep, I'd just call again and get someone different. Amazon is usually very good with returns.

Either way, I'm glad you got it sorted.

aceflor · 10-09-2012, 09:53 AM

Or he could just buy a Fire.

Edited to say : sorry OP, this is not MY suggestion, but a private joke with sirmaru, who seems to think that buying the Fire is the recurrent solution to everything (aka Windex in My Big Fat Greek Wedding)

jswinden · 10-09-2012, 10:18 AM

Quote:

Originally Posted by aceflor

Or he could just buy a Fire.

Edited to say : sorry OP, this is not MY suggestion, but a private joke with sirmaru, who seems to think that buying the Fire is the recurrent solution to everything (aka Windex in My Big Fat Greek Wedding)

Good one!

sirmaru · 10-09-2012, 10:23 AM

Laugh, and the world laughs with you. Cry, and you cry alone.

Ler0y Jenkins · 10-09-2012, 10:39 AM

Quote:

Originally Posted by sparklemotion

Did you call Amazon *Kindle* support or just regular Amazon CS? Make sure you always call the Kindle Line for Kindle issues. I have never heard of anyone at Amazon saying we don't have a replacement program for new kindles, how nutty. In the future if you get a bad rep, I'd just call again and get someone different. Amazon is usually very good with returns.

Either way, I'm glad you got it sorted.

I started the exchange process online, but it forces you to call customer service. They had an option where you can put your number in and have them call you, which I did, so I'm not sure which customer support it was.

I realize they may be trying to reduce their costs on returns, but to make people who are clearly complaining about a hardware problem go through software trouble shooting is just ridiculous.

Does anyone know if they pay for return shipping if you return the device? I'd like to do that, but then I have to be without a kindle while I wait for a new one.

Kevin

aceflor · 10-09-2012, 10:42 AM

Quote:

Originally Posted by sirmaru

Laugh, and the world laughs with you. Cry, and you cry alone.

No offence intended, I hope you do have a sense of humour.

sparklemotion · 10-09-2012, 10:42 AM

Quote:

Originally Posted by Ler0y Jenkins

I started the exchange process online, but it forces you to call customer service. They had an option where you can put your number in and have them call you, which I did, so I'm not sure which customer support it was.

I realize they may be trying to reduce their costs on returns, but to make people who are clearly complaining about a hardware problem go through software trouble shooting is just ridiculous.

Does anyone know if they pay for return shipping if you return the device? I'd like to do that, but then I have to be without a kindle while I wait for a new one.

Kevin

Yes, they pay for return shipping. They send you an email with a shipping label to print out when you go through the replacement process.

aceflor · 10-09-2012, 10:44 AM

You normally can keep your kindle until the replacement unit arrives (you have up to 30 days to send the old one back).

jswinden · 10-09-2012, 10:45 AM

For anyone who needs to contact Kindle CS, here is the Kindle CS web page.

Kindle CS is almost always polite, helpful, and has a customer is always right attitude. Amazon (non-Kindle) CS is hit and miss, and they are clueless on Kindles.

techiegirl · 10-09-2012, 10:58 AM

I did not get mine replaced until a 3rd call to Kindle support. Hubby's Kindle was replaced after a 2nd call.

If you can't get a replacement, just call them again.

David58117 · 10-09-2012, 12:48 PM

Quote:

Originally Posted by Ler0y Jenkins

Hi everyone,

I received my PW about a week ago and I've been on the fence about whether to keep it or send it back for a replacement. The lighting is pretty even, but I have an area in the bottom, lefthand corner that has pretty noticable light bleed (worse than other pictures I've seen on here). Also, the top porition of the screen has light blue/pink areas that are relatively minor, but you can see if you look close enough.

Anyway, after seeing some pictures of other people units that look a lot better than mine, I decided to call Amazon for a replacement. When I got the lady on the phone, I told her my issues and said I'd like to "exchange" it. She said I could send it back for a refund becuase I'm still in the 30-day period, but that they didn't have an exchange program.

I told her that I was on the website and there was an option for replacement. She said they "may" be able to do that, but we would need to "troubleshoot" the device first. She suggested that turning the light up or down may fix it. I told her that I've had it for a week and I've tried all of that stuff. Then she suggested it could be a software issue and if we, for instance, reset the device, it may fix the problem. I told her that it was clearly hardware and not software related.

Basically, she was unwilling to budge. I'm at work and don't really want to waste my time on the phone when I get home resetting my device when that clearly isn't the problem.

Has anyone had to jump through these hoops? For some reason, I thought they would just allow the exchange without much effort.

Just humor them.

It's not them doubting your issue, but rather it gives them something to say they tried.

I went through it too, it took five minutes to do the reset and say "yep, it's still there"..the next words out of their mouth were "okay, we're going to send you a replacement.."

10-09-2012, 07:58 AM	#1
Ler0y Jenkins Connoisseur Posts: 61 Karma: 162 Join Date: Oct 2008 Device: Sony PRS-505	Is anyone having trouble getting a replacement from Amazon? Hi everyone, I received my PW about a week ago and I've been on the fence about whether to keep it or send it back for a replacement. The lighting is pretty even, but I have an area in the bottom, lefthand corner that has pretty noticable light bleed (worse than other pictures I've seen on here). Also, the top porition of the screen has light blue/pink areas that are relatively minor, but you can see if you look close enough. Anyway, after seeing some pictures of other people units that look a lot better than mine, I decided to call Amazon for a replacement. When I got the lady on the phone, I told her my issues and said I'd like to "exchange" it. She said I could send it back for a refund becuase I'm still in the 30-day period, but that they didn't have an exchange program. I told her that I was on the website and there was an option for replacement. She said they "may" be able to do that, but we would need to "troubleshoot" the device first. She suggested that turning the light up or down may fix it. I told her that I've had it for a week and I've tried all of that stuff. Then she suggested it could be a software issue and if we, for instance, reset the device, it may fix the problem. I told her that it was clearly hardware and not software related. Basically, she was unwilling to budge. I'm at work and don't really want to waste my time on the phone when I get home resetting my device when that clearly isn't the problem. Has anyone had to jump through these hoops? For some reason, I thought they would just allow the exchange without much effort.

10-09-2012, 09:53 AM	#6
aceflor Wizard Posts: 3,472 Karma: 48036360 Join Date: Aug 2009 Location: where the sun lives, or so they say Device: Pocketbook Era, Pocketbook Inkpad 4, Kobo Libra 2, Kindle Scribe	Or he could just buy a Fire. Edited to say : sorry OP, this is not MY suggestion, but a private joke with sirmaru, who seems to think that buying the Fire is the recurrent solution to everything (aka Windex in My Big Fat Greek Wedding) Last edited by aceflor; 10-09-2012 at 10:01 AM.

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10-09-2012, 08:37 AM	#2
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	I have been jumping through hoops for days, but not because they refuse to send a replacement. Try to call again, maybe? A lot of users on this forum had to call for replacements and nobody was told what you were told.

10-09-2012, 09:04 AM	#3
Trauma Doll Addict Posts: 219 Karma: 1009108 Join Date: Dec 2008 Device: Gave up on PW. Using Kindle Keyboard.	I didn't call, but went through chat. I had to run through a troubleshooting script with lots of pauses on the other end, but eventually they agreed to ship me a replacement. However, this was last Thursday (2 days after release). They may be starting to try to clamp down a bit, although there's only so much they can do--nothing is stopping people from doing the automated return within the 30 day window.

10-09-2012, 09:33 AM	#4
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	Just use the guaranteed 30 day return, no questions asked, option. If they won't give you a replacement, request a refund. Thay have to give that to you per their policy. Frankly, with all the PW problems I've seen, if I had a defective PW, I'd just go for the refund and buy a Kindle Fire HD. There have been ZERO problems reported on this Forum for that product. They may have been flooded with complaints and replacement requests and just want to stem the tide at this point. My PW is great so I don't have that problem. However, there appears to be too many defective units floating around.

10-09-2012, 09:52 AM	#5
sparklemotion dangerous when cornered Posts: 1,855 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kindle Paperwhite	Did you call Amazon Kindle support or just regular Amazon CS? Make sure you always call the Kindle Line for Kindle issues. I have never heard of anyone at Amazon saying we don't have a replacement program for new kindles, how nutty. In the future if you get a bad rep, I'd just call again and get someone different. Amazon is usually very good with returns. Either way, I'm glad you got it sorted.

10-09-2012, 10:23 AM	#8
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	Laugh, and the world laughs with you. Cry, and you cry alone.

10-09-2012, 10:44 AM	#12
aceflor Wizard Posts: 3,472 Karma: 48036360 Join Date: Aug 2009 Location: where the sun lives, or so they say Device: Pocketbook Era, Pocketbook Inkpad 4, Kobo Libra 2, Kindle Scribe	You normally can keep your kindle until the replacement unit arrives (you have up to 30 days to send the old one back).

10-09-2012, 10:45 AM	#13
jswinden Nameless Being	For anyone who needs to contact Kindle CS, here is the Kindle CS web page. Kindle CS is almost always polite, helpful, and has a customer is always right attitude. Amazon (non-Kindle) CS is hit and miss, and they are clueless on Kindles.

10-09-2012, 10:58 AM	#14
techiegirl Groupie Posts: 169 Karma: 1014914 Join Date: Nov 2010 Device: Kindle Voyage, iPad Mini, iPhone 6+	I did not get mine replaced until a 3rd call to Kindle support. Hubby's Kindle was replaced after a 2nd call. If you can't get a replacement, just call them again.

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