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Faulty Kindle and poor customer service from Amazon


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Showing 1-25 of 25 posts in this discussion
Initial post: 13 Apr 2012 09:14:46 BDT
J. West says:
I've had recurring issues with my Kindle (bascially the battery loses its charge). I've had it since they first came out so no, it isn't any of the issues higlighted in the forum, it can only be a hardware issue. I've written to Amazon via email and all I got was the response saying they will call me within 48 hours (but if I'd like to call them that would be OK!)... That was over two weeks ago and I'm still waiting. All I want to have done is for Amazon to look into the fault, but no doubt it'll be a case of someone calling me up, attempting to talk me through things I've already done, and then saying that it somehow isn't policy to replace a faulty Kindle, etc. I'm waiting on an iPad - once I get it then the Kindle is going in the bin unless Amazon's attitude improves. I could rant all day about how poor and contrived Amazon's customer service appears to be - from not having a clear "Complaints" forum or a category for faulty goods (notice how they never even make reference to the possibility faults may be hardware related?) through to v. suspicious removal of criticial posts (I wonder if this will disappear soon, or be "countered" by uber-postive posts). All I want is some old-fashioned customer service. I've bought 2 Kindles in my time (one a gifit for my mother). I love the idea. I just want some focus from Amazon. Let me send the thing back in, you check it and send it back. Lord knows you're making enough money from us. If there's a cost then explain to me what the fault was and why you think it's my fault/responsibility to fix it....

Posted on 13 Apr 2012 09:19:29 BDT
J. West says:
Btw when I say it couldn't be any of the issues highlighted elsewhere in the forum, it's because I've tried them all... I know what I'm doing with the Kindle - it's not a software update thing, it's not that I'm forgetting how to use it, it's a hardware issue. Trust me. Or at least consider that I may be right.... And what now? There's nothing I can find that says, "If you have a faulty Kindle, send it back to this address - we'll check it - then tell you how much to fix it...". No, they just don't seem to want to know. Great Business model Amazon!

Posted on 13 Apr 2012 09:35:22 BDT
Last edited by the author on 13 Apr 2012 09:38:25 BDT
Fi esta says:
Have you tried asking customer services to call you back -'now' - someone else will no doubt be able to correct me, but I'm sure that there is an option. Possibly click the help top button right hand corner of the screen, contact customer services and pick that option?
You might well have to check through things that you have already tried, but surely its worth doing that and having the chance at the end to resolve your problem...

In reply to an earlier post on 13 Apr 2012 09:48:46 BDT
Daisi says:
Fi esta is correct you can go to the help pages and request them to call you back now and they do I have done it several times. They have given me an excellent service in the past so nothing lost by giving it a try.

Posted on 13 Apr 2012 09:55:33 BDT
MS says:
JW you say " but no doubt it'll be a case of someone calling me up, attempting to talk me through things I've already done, and then saying that it somehow isn't policy to replace a faulty Kindle"

How the hell do you know what Amazon will say?

I used the "call me" when I had a fault and the phone rang straight away. Be pleasant on the phone instead of arrogant and obnoxious and you might get good service. I did.

Posted on 13 Apr 2012 10:20:35 BDT
Lisa says:
Must admit they have always called me back with the call back now button within 5 mins. Usually I have had very good service but there seem to be more and more people with problems. I would try the usual support way and get them to ring you straight back it usually works. Hope you get it sorted. The only problem I can see is if you are out of warranty as they seem to be clamping down on that. Personally I do not think 1 year is enough for something that costs £150 but I know we all have differing opinions on that.

Posted on 13 Apr 2012 10:21:21 BDT
[Deleted by the author on 13 Apr 2012 10:21:34 BDT]

Posted on 13 Apr 2012 10:38:57 BDT
Last edited by the author on 13 Apr 2012 10:39:48 BDT
They will call you back straight away pretty much when you use the call back button. They will go through a few checks with you over the phone. Be patient with them, they have to, because there are so many numpties that think their Kindle is faulty when it isn't. They don't know that you are not one of them.

Once they have gone through the checks, their usual procedure is to send a new Kindle out to you, which you will receive the following day and also to send you return packaging for the faulty one. They will then give you 28 days to return the faulty Kindle.

That has been the experience of most people who have suffered a serious Kindle fault. Edit: assuming you're within warranty... may be not go so smoothly if you're not...

In reply to an earlier post on 13 Apr 2012 10:48:01 BDT
BeeJayTee says:
They promised to call you back within 48 hours and two weeks later you are still waiting?
I think most people would assume an oversight and call them again for an apology to start and then some assistance.
However you've already concluded that any advice they give you will be of no use so I don't see the point in your post other than to have a moan about Amazon despite the many, many posts on here praising their customer service to the hilt.

Go give it to someone who'd like one or to a charity shop.

Posted on 13 Apr 2012 11:10:31 BDT
Gary Bowman says:
Cue music.... He's Mr know it all..... On a serious note when I had a problem with Kindle, customer services were the Mutts nuts. Using the "call me now button" they called back within 30 seconds and when they could not provide a solution they despatched a new Kindle the same day. It was with me the next day, excellent service and no, I do not work for Amazon. I just tell the facts as they happened

Posted on 13 Apr 2012 13:00:54 BDT
BeeJayTee says:
And that's been echoed by many others Gary.

Posted on 13 Apr 2012 13:32:48 BDT
Shirtybird says:
Just wondering why you haven't chased up the call back. If I was told call back within 48 hours and heard nothing I wouldn't wait 2 weeks, I'd be back at them with where is my call back????

In reply to an earlier post on 13 Apr 2012 13:36:34 BDT
Willber G says:
Some people like an excuse for a good ol' moan.

Posted on 13 Apr 2012 14:05:15 BDT
M. Jevon says:
Kindle Keyboard 3G, Free 3G + Wi-Fi, 3G Works Globally, 6" E Ink Display

I have had considerable trouble with registering my kindle, eventually I rang the help line and got a new password. Does it work NO! So having spent quite a while on the phone at £1.50 I still have no resolution. I'm not pleased to enjoy expensive rubbish service and would like to find the MD.s address so I can let him know personally what a crap organisation he's got.

In reply to an earlier post on 13 Apr 2012 14:13:47 BDT
Last edited by the author on 13 Apr 2012 14:17:22 BDT
Maria says:
Click on help, ask them to call you back, if no success ask for a supervisor, stay calm, and I am sure that they will sort out your problem.

In reply to an earlier post on 13 Apr 2012 14:14:07 BDT
A Customer says:
It doesn't cost anything to phone Amazon. Click on help, top or bottom of the page, they will even ring you back if you ask...

In reply to an earlier post on 13 Apr 2012 14:14:51 BDT
Last edited by the author on 13 Apr 2012 14:19:24 BDT
A Customer says:
Sorry Maria :)
i suppose 2 answer's the same is better than no answer.

In reply to an earlier post on 13 Apr 2012 14:31:46 BDT
Maria says:
For what? If it is posting at the same time, don't worry, it happens. :)

Posted on 13 Apr 2012 14:58:12 BDT
J. West says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on 13 Apr 2012 15:20:17 BDT
Maria says:
When I said stay calm I didn't mean that you weren't polite and courteous, merely don't throw the Kindle in the bin as some have threatened. Good luck with the problem.

Posted on 13 Apr 2012 15:20:39 BDT
BeeJayTee says:
Good luck - let us know.

In reply to an earlier post on 13 Apr 2012 16:08:59 BDT
Damaskcat says:
If your battery is not lasting very long - how do you define very long by the way? - do you have a book on the Kindle which is stuck in indexing?

In reply to an earlier post on 13 Apr 2012 17:01:10 BDT
Brian says:
Great minds think alike, anyway

Posted on 13 Apr 2012 18:16:40 BDT
masai mara says:
I had a magazine that did that just the other day,
A soft reset, removal from the kindle and re-download from archives cured it...

In reply to an earlier post on 13 Apr 2012 18:45:52 BDT
Good thought, Damaskcat. That could very well be the problem...
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Discussion in:  kindle discussion forum
Participants:  16
Total posts:  25
Initial post:  13 Apr 2012
Latest post:  13 Apr 2012

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