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Broken kindle, fragmented screen effect - looking for help returning or fixing.


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Showing 526-550 of 895 posts in this discussion
In reply to an earlier post on 20 Apr 2012 14:24:57 BDT
Brian says:
Great stuff, B!

In reply to an earlier post on 20 Apr 2012 14:27:37 BDT
If that's what you meant, writing less ambiguously would be a good idea.

And why do my posts have my stupid amazon account name? I thought I'd set something more sensible up but it's just ignored.

In reply to an earlier post on 20 Apr 2012 14:35:10 BDT
Last edited by the author on 20 Apr 2012 14:40:43 BDT
Damaskcat says:
Oooh - are we having a bad day then?? Your post simply adds that some will let you take it as far as filing the claim and then paying up. but in both scenarios there is no case which actually goes to court - i.e. the two parties arguing it out in front of a judge!

If you have changed your forum name today apparently it takes about 12 hours to register.

In reply to an earlier post on 20 Apr 2012 18:22:47 BDT
Thanx for your comment there Bailey,it does sort itself out eventually .

In reply to an earlier post on 20 Apr 2012 18:46:26 BDT
Last edited by the author on 20 Apr 2012 18:47:09 BDT
Oracle says:
Be careful, Dr Quaife. The case on MobileRead.com didn't go all the way to the Small Claims Court. If yours does, it could cost more than the 40 replacement. I know people who have gone to the small claims court with a cast-iron case which has been found in their favour and the court has still ruled that they should only get part of the money they are owed and no refund on the costs of filing a claim. It will cost you 30 just to file the initial small claim form so you have to ask if it's really worth it over 10.
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In reply to an earlier post on 20 Apr 2012 19:09:46 BDT
Bryan Symons says:
Hi Matt, I'm currently in dispute with Amazon over their replacement policy. My 1st 3G (Nov10) screen failed after 11months and was replaced free of charge. This 2nd unit has since failed and Amazon expects me to pay 50 towards a replacement - terms and conditions. Same as you, kept in its case, not abused, just suddenly froze and then broke up both occasions. The telephone support is a good way to explore your options. I asked to speak to a supervisor before writing a letter of complaint. I fear your unit is junk. Rgds Bryan.

In reply to an earlier post on 20 Apr 2012 19:16:19 BDT
A. J. Barter says:
Yes, Oracle, but if he "wins" one way or another, as he very probably will, the loser has to pay the court costs as well.
Good Luck Dr Quaife. You have encouraged me, and I will do the same thing next week. Just been searching the website for an Address for the recorded delivery letter. Like looking for a sub-atomic particle! Would you care to share it with us?

In reply to an earlier post on 20 Apr 2012 19:49:07 BDT
Oracle says:
The loser does NOT always have to pay the court costs. Did you not read my post?

A friend of mine was owed over a thousand pounds by a company he worked freelance for. He took it to the small claims court. After several months and various court fees he was awarded just 700-800 even though the court accepted that he was owed the full amount, just because the company said it was short of cash. It was still solvent and paying other people at the time. Minus off the court fees and he said it wasn't worth the hassle and the few hundred quid he received.

If you want to make a point and/or are willing to spend a lot of time on it if it goes the distance, then go ahead and file a small claim. But there's a good chance you'll lose out even if you win. Ask yourself, is it worth it for the 40?

In reply to an earlier post on 20 Apr 2012 19:57:02 BDT
Oracle says:
Plus, in the example Dr Quaife gave there is no evidence that he got his court costs back. All the poster mentions is a replacement Kindle, which would have cost 40, as opposed to the 30 for filing the claim form.

In reply to an earlier post on 20 Apr 2012 22:45:39 BDT
James Vernel says:
I.m of the same opnion my wifes packed up, She was sent a replacement this one has went the same way and as it is out of warranty they want 40 to repairit. Ithink that the replacement should last at least a year so have told her not to pay as the product is not fit for purpose. The kindle is not abused and kept in an expensive red leather hard case.

In reply to an earlier post on 20 Apr 2012 22:52:43 BDT
Willber G says:
"my wifes packed up"

What, packed up and left? Result! Or, sorry about that. All depends, really.

In reply to an earlier post on 21 Apr 2012 08:19:44 BDT
Damaskcat says:
James - ultimately it's about what your wife wants to do about it - not what you think she should do about it. Her decision - not yours.

In reply to an earlier post on 21 Apr 2012 10:44:32 BDT
Maria says:
If you get a replacement for a faulty item your guarantee is still only for the year of the date if the original purchase. , or in this case any extra that were included in the 90 days offered by Amazon. That is my understanding. If you have an item repaired in its original guarantee period you don't get another 12 month's guarantee. Well I never have.

In reply to an earlier post on 21 Apr 2012 12:53:13 BDT
Damaskcat says:
I did once get an extra year's warranty for a microwave but that it is very much the exception.

Posted on 23 Apr 2012 16:30:25 BDT
M. Bonsey says:
I have now had two screens mysteriously break just by being on the shelf. Always been treated with kid gloves and suddenly dead over night. Offered a replacement which I would have to pay for but to be honest I am not sure I want a product that breaks for no apparent reason. If I knew the reason it broke then I could not repeat that again but sitting on a shelf.

Disappointed as the first broke the same way. Advert shows people throwing it in draws and letting dogs lick it. Maybe you have to treat it rough to keep it going lol

Disappointing product.

In reply to an earlier post on 23 Apr 2012 16:39:33 BDT
Willber G says:
The number of people who have had Kindle problems while using "kid gloves" is surprising. Perhaps they should try using "grown-up gloves" instead - they are likely to be more responsible and less clumsy.

In reply to an earlier post on 28 Apr 2012 15:39:12 BDT
Last edited by the author on 28 Apr 2012 15:43:19 BDT
Thanks for the advice Josie, and for including the Kindle Customer Services number! Although I live outside the UK, I was able to call the freefone number using Skype and got through AOK. Customer Service person was very efficient and friendly, and replacement Kindle is being sent to my daughter's address in the UK for us to collect next time we visit. Amazon have also sent me an email with pre-printed labels for me to cut out and stick on box to return the kaput kindle! Despite being disappointed about the Kindle going faulty, I'm extremely impressed with the no-fuss quick response of Amazon. 10 out of 10 to them!

In reply to an earlier post on 28 Apr 2012 17:01:50 BDT
Bryan Symons says:
FYI I had exactly the same excellent response to replace my FIRST faulty Kindle after 11 months of use. This 2nd unit has now failed - locked streaky screen again - after 5 mths usage. Amazon will not replace this unless I pay 50, neither have they answered my letter of complaint. BRS.

Posted on 28 Apr 2012 17:53:05 BDT
Last night I fell asleep reading my Kindle. When I woke, the Kindle was on the carpet - standing upside down, leather cover in place. When I picked it up, the cover would not close and only quarter of the screen was working , rest was grey. Trying to reset/hardset did not work, so I contacted Amazon customer service who had me do the test again, then put me through to a Kindle technician. I explained what had happened, answered the techy questions - did I spill liquid over it or drop it from above shoulder height. Result - new Kindle + extended warranty on its way because my year old Kindle had exceeded its original warranty by eight days only. The whole process took less than 10 minutes and the technician very pleasant indeed. In my opinion I think that is excellent service.

Posted on 28 Apr 2012 17:58:53 BDT
Last night I fell asleep reading my Kindle. When I woke, the Kindle was on the carpet - standing upside down, leather cover in place. When I picked it up, the cover would not close and only quarter of the screen was working , rest was grey. Trying to reset/hardset did not work, so I contacted Amazon customer service who had me do the test again, then put me through to a Kindle technician. I explained what had happened, answered the techy questions - did I spill liquid over it or drop it from above shoulder height. Result - new Kindle + extended warranty on its way because my year old Kindle had exceeded its original warranty by eight days only. The whole process took less than 10 minutes and the technician very pleasant indeed. In my opinion I think that is excellent service.

Posted on 29 Apr 2012 11:11:15 BDT
I have never seen or heard of customer services like it. My screen went all fragmented for what seems like no apparent reason this morning, I googled it found this discussion and upon reading it instantly phoned Amazon customer services (Sunday Morning). They could not have been more helpful and have offered to send me a replacement straight away. I live on the isle of Man and we have no retailers to take it to over here so they organised the old one being picked up for me instead. I didn't even have to pay for the phone call and it was answered within 30 seconds by an extremely nice man called Richard.

I am going on holiday next week and will be able to finish the book I am half way through on the beach thanks to Amazon, they get a major thumbs up from me :)

Posted on 2 May 2012 23:02:56 BDT
Lou says:
Hi - can anybody help with my problem.....

Ordered a kindle in Jan 2011, in Oct 2011 the screen froze and had lines through it etc that rendered the screen totally unreadable.

Contacted Amazon and they immediately replaced the kindle. At this point I was not offered a refund, nor did customer services voluntarily disclose the the replacement kindle (received in Oct 2011) would not be subject to a new 12 month warranty .

This evening went to use kindle and exactly the same problem has occured (frozen screen and lines through it etc). I would outline at this point that neither kindles were subject to accidental damage, they were stored correctly and protected by an Amazon 'light' cover.

I've rang customer services this evening and they have refused to replace the second kindle free of charge on the basis the kindle I received in Oct 2011 was subject to a 12 month warranty that activated on point of purchase in Jan 2011, and therefore the warranty for the replacement kindle expired on Jan 2012 (effectively meaning the replacement new kindle that is now only 7 months old (issue date Oct 2011) was only ever subject to a 3 month warranty).

I have explained that at no time did Amazon customer services explicity outline their warranty policy for replacement kindles or even mention the warranty (and Customer Services acknowledged this evening they do not voluntarily disclose their policy re warranties for replacement kindles). I also asked Customer Service why they do not outline their warranty policy to customers, thereby allowing the customer to choose to a refund for defective kindles (thus activating a new 12 month warranty) - again Amazon stated they were not required to disclose this information and that such details were available (somewhere?) on their website (critically though Amazon do not disclose this detail in telephone conversations with Customer Services regarding defective kindles and replacements etc).

I do intend to report this issue to Trading Standards as I do not believe Amazon are trading in line with UK law and Sale of Goods Act etc. Customer Services have referred my enquiry to their legal dept and have informed me that their legal dept will contact me within 24hrs.

In addition I'm disappointed with Amazon, and their approach to replacement kindle warranties does appear unethical, and by not transparently disclosing their warranty policy could appear to be attempting to deliberately withhold information from customers.

Has anyone else had issues with replacement kindles that have exceeded Amazons current warranty position (ie 12 months duration from first received kindle).

Also I've read one thread concerning a square trade warranty? Amazon did not discuss or offer this warranty to me on the replacement kindle - does anybody know what it is?

In reply to an earlier post on 3 May 2012 08:53:06 BDT
Damaskcat says:
Lou - go away.

In reply to an earlier post on 3 May 2012 12:28:31 BDT
A. J. Barter says:
Another typically useless contribution from Damaskcat. Lou has a genuine grievance, and the comment of " Lou - go away " is immature and unconstructive.

In reply to an earlier post on 3 May 2012 18:31:42 BDT
Willber G says:
"Lou has a genuine grievance"

And he has posted the same message seven times on this forum in the space of a few hours.
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Discussion in:  kindle discussion forum
Participants:  257
Total posts:  895
Initial post:  2 Dec 2010
Latest post:  12 Mar 2014

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