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


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Showing 126-150 of 914 posts in this discussion
In reply to an earlier post on 26 Sep 2011 09:07:40 BDT
Catalpa says:
Amazon's 12 month warranty is additional to your rights under the Sale of Goods Act 1979 (amended 1994) which says, amongst other things, that goods must fit the description, be of satisfactory quality - which includes lasting a reasonable length of time - and be fit for their purpose. If your Kindle breaks after 12 months due to an inherent defect then you may have an action against Amazon to cover the cost of repairs. You will have to get them to accept, or prove, that there was an inherent defect, that it was reasonable to expect the device to last more than 12 months, and there is de facto evidence (not yet officially established) that there are some faults with the Kindle, hence Amazon's eagerness to replace them without question.

No doubt a certain other user will have something to say about this, but then again she is an Amazon Vine Reviewer and gets lots of free books from Amazon which she then sells on Ebay for a profit and therefore it is in her interest to support Amazon.

Posted on 26 Sep 2011 09:50:04 BDT
I have had my kindle for about 2 months so far and it works fine. But I do have concern about its life after warranty. We contribute messages here in the hope that now and again we might get a comment from Amazon. According to the messages here, the major cause of complaint is a failing screen and there appears to be many but Amazon say nothing. They appear to replace screens without question - at least within the warranty period - but I wonder whether they have explained every time or any time the reason for failure! So we are unable to make a judgement. I wrote to Amazon to ask if we could have an idea of the proportion of failures to those sold but they said that it would betray a confidence or words to that effect. It certainly would not be a confidence to their customers as it would only be a figure. I also asked for their view on life expectancy but they would not comment. I put this down to the people answering me not having the information but they did not offer to get it either. So thats where I am at at this moment as I ran off their system for complaints potential or otherwise. Other than presenting a copy of all these comments, I dont really know how we as individuals with failures after warranty can point to the possibility that Kindles have inherent potential faults in their screens.

I should imagine that Amazon officials do read these messages so hopefully we may get some sort of statement.

In reply to an earlier post on 26 Sep 2011 10:43:04 BDT
DaveyH says:
"so hopefully we may get some sort of statement"

I wouldn't hold your breath!

In reply to an earlier post on 26 Sep 2011 15:06:50 BDT
Damaskcat says:
Amazon do not comment on these forums - if you want to bring anything to their attention e-mail or phone them.

W T P Wright - you remind me of a friend's mother - if she hasn't got anything to worry about 'she sends off for something'!! Just forget about the possibility of your Kindle breaking down or developing a fault and enjoy it.

Amazon are never likely to say what percentage of Kindles fail so I don't know why you expect them to - it is commercially sensitive information. Whoever replied to your email even if they were aware of the information is unlikely to share it with you.

Any individual case of a Kindle failing after the warranty period is likely to be dealt with on a case by case basis.

Just remember that there are only two things certain in life - death and taxes.

In reply to an earlier post on 26 Sep 2011 18:11:43 BDT
Last edited by the author on 26 Sep 2011 18:13:57 BDT
Well, trying to make the best of uncertainties and that must include human logic, may I ask if you know why in the world the software or whatever it is that allows the Touchpad Kindle reader to be available only to US registered units. That said I bought my touchpad in the States but that apparently doesnt count.
Must just mean the operation of a switch on the part of Amazon, surely. I dont know about you or your friend's mum but I am feeling a tad manipulated although I had a mum like that!

Posted on 28 Sep 2011 12:10:14 BDT
I have had a damaged Kindle for several months and had no idea what to do. Just found these posts and called he t0800 number..unbelieveable! my replacement kindle will be in the post and with me in 3 days, and even a link for me to print out a prepaid returns lables, and it will be collected from a time and place convienient to me!!! Thank you Amazon, you will keep my business for some time to come.

In reply to an earlier post on 28 Sep 2011 12:26:48 BDT
Damaskcat says:
No idea - ask Amazon.

In reply to an earlier post on 10 Oct 2011 02:18:48 BDT
M Goodridge says:
I am currently touring the world on my bicycle, with my Kindle kept in my front bag on my bike. It has had no problems. I keep it in a neoprene computer sleeve, which is doubled over and velcroed. 22 countries so far, no problems!

In reply to an earlier post on 10 Oct 2011 04:01:43 BDT
Faith says:
My Jack Russell gets jealous of my Kindle...touches it with her wet nose.

Posted on 14 Oct 2011 13:00:36 BDT
DJS says:
Same happened to my Kindle after two months. Called Amazon and new one on its way. Good customer service.

In reply to an earlier post on 14 Oct 2011 13:11:02 BDT
BeeJayTee says:
@ WTPW
Don't Read and Drive - you know it makes sense!

In reply to an earlier post on 14 Oct 2011 13:48:02 BDT
Not even roadsigns?!

Posted on 14 Oct 2011 14:49:01 BDT
BeeJayTee says:
Oops - that was directed at M. Goodridge "currently touring the world on a bicycle".

In reply to an earlier post on 17 Oct 2011 17:29:36 BDT
Jimbo says:
Just called customer service with same problem. New Kindle being despatched tonight. Excellent service.

Posted on 19 Oct 2011 11:02:17 BDT
Aydo says:
Just had my screen fail in the way described here after 10 months of use. The Kindle bumps around in my bag a lot, but it does live in a case so I was quite suprised.

Anyway, as it's still under warranty Amazon are simply sending out another one, which apparently will be here in two days. I really can't complain about the customer service - if anything I'm left with more confidence in the device knowing that Amazon will fix any problems in a timely fashion.

Well done, Amazon.

Posted on 19 Oct 2011 11:07:44 BDT
NWPunter says:
@ M Goodridge.
There has to be a book in what your doing !!

Posted on 22 Oct 2011 15:25:06 BDT
I damaged the screen on my kindle and was over the moon when Amazon said that they would replace it with a new one. I have only had to wait two days and have already recieved it along with the email and returns label to send my old kindle back with. I have just ordered a cover for the kindle to prevent any damage in the future. Many thanks to Amazon for such fantastic customer service and support

Posted on 25 Oct 2011 11:27:39 BDT
Fantastic Customer service..my screen seemed to be cracked with vertical and horizontal lines and a bit of screen saver showing after powering down. A 5 min call to Kindle Support and a brand new Kindle being dispatched in 2-3 days. Where else would you get service like this...big thumbs up Amazon.

Posted on 31 Oct 2011 16:51:07 GMT
Amazed with the FANTASTIC service from Amazon Kindle Customer services! Going to replace our defective Kindle by following day!!

Posted on 7 Nov 2011 17:25:01 GMT
I. Harper says:
The Wifes Kindle screen failed this afternoon and Amazon couldn't have been more helpful, sending a replacement out today and customer service was brilliant.

Posted on 18 Nov 2011 22:03:21 GMT
jamieo says:
Got my first Kindle last Saturday, and the screen has packed up with horizontal and vertical lines after 6 days and before the end of it's first charge. Am hopeful a recharge might solve, thinking that the low power may have been the reason, but a quick google bought me to this page.

Does this mean that my year warranty will mean little?

That after a year or so and if subsequent replacements fail that it will be just good for the scrap heap? Will it be necessary to shell out for extended warranties?

Posted on 18 Nov 2011 22:13:23 GMT
BeeJayTee says:
jamieo - this message board is awash with posts about the no quibble replacement service from Amazon.
If you have any doubts call them.
If my Kindle played up after 6 days I'd request a full warranty on the replacement.

In reply to an earlier post on 19 Nov 2011 04:53:26 GMT
Last edited by the author on 19 Nov 2011 04:54:07 GMT
jamieo says:
BeeJayTee, of course there will there be no quibble whilst the product is under guarantee - that's the law - but will there be a no quibble replacement after the 12 months are up?

Or will it be put-it-in-the-bin-time?

Posted on 19 Nov 2011 07:37:04 GMT
DaveyH says:
It's like any consumer product jamieo, sometimes they break sometimes they don't. My first one packed in about 3 weeks after I got it, the replacement is fine 14 months on.

In reply to an earlier post on 19 Nov 2011 09:15:39 GMT
Damaskcat says:
Had mine 15 months now and it is used every day - no problems so far - *quickly touches wood*.

If in doubt take out the extra warranty but you need to bear in mind that no electronic device lasts forever and you're likely to want to replace it with a newer model long before it's come to the end of its useful life.
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Discussion in:  kindle discussion forum
Participants:  262
Total posts:  914
Initial post:  2 Dec 2010
Latest post:  9 hours ago

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