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Customer Discussions > kindle discussion forum

Repeated broken screen - warranty issues


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Showing 1-25 of 45 posts in this discussion
Initial post: 2 May 2012 22:45:52 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?

Posted on 2 May 2012 23:00:33 BDT
Last edited by the author on 2 May 2012 23:02:27 BDT
Jo says:
Square Trade are the company now supplying the Kindle warranties. You have to buy the warranty within 30 days of the original purchase date, or when the Kindle was first registered to your account. You can't buy one on a replacement device.

Posted on 2 May 2012 23:07:34 BDT
AD says:
Hm....im thinking itvwoukd def be a good idea to get an extended warranty...def before 30 days is up

In reply to an earlier post on 3 May 2012 08:27:40 BDT
Fi esta says:
That's what I have done, and I don't bother with extended warranties with anything else...

In reply to an earlier post on 3 May 2012 08:32:37 BDT
Damaskcat says:
Lou - if you're going to quote the Sale of Goods Act you need to be aware that it puts the onus on you after 6 months to prove that there was an inherent fault in the device when you purchased it. Saying it broke is not proof - you would need a specialist engineer's report as to why it broke - and you'd need to pay for it yourself.

You probably could not have purchased the extended warranty on the replacement Kindle - because it was a replacement. If you had wanted a refund it was up to you to ask for one. IMO - judging by most people's experience on here - Amazon are going above and beyond what the law suggests they do - including offering people cheap replacements outside their warranty period.

In reply to an earlier post on 3 May 2012 08:33:22 BDT
Cate says:
I think having the extended warranty makes your Kindle last longer. I purchased the warranty for my KK3G back in 2010, and I've never had I minutes problem with it. I've now given this Kindle away and transferred the warranty to the new owner.

In reply to an earlier post on 3 May 2012 10:13:31 BDT
J. H says:
Lou,

With all replacements electrical products, the warranty does not start again, it is to the end of the original 12 months from purchase, or 3 months, which ever is longer. Its stand practice for pretty much all firms.

In reply to an earlier post on 8 May 2012 19:49:09 BDT
Yes, I have the exact same issue. This problem is widespread on the original kindle model, and is obviously an amazon programming issue and no fault of myself or any of the customers, however they believe we should have to pay for their mistakes.

So basically, if I pay the fee for a replacement and that breaks in six months, I'll have to pay again. If I wanted a contract kindle, I would have signed up for one. Anyway, tomorrow Im about to email head office, as spent a day going through their ranks today with the same response. Let me know what comes or came of your situation

Thanks

Jamie

In reply to an earlier post on 9 May 2012 08:43:06 BDT
Damaskcat says:
Oh dear - your logic is faulty. In fact it's the same logic I could use to say that myself - and many other people on this forum - have had Kindles since August 2010 without this problem therefore there is no problem with the Kindle at all and any problems must be down to the customer misusing it.

Sale of Goods Act says after 6 months you the customer have to prove there was an inherent fault with the device when you bought it - i.e. get an engineer's report to say so. Any such engineer is likely to come up with the answer that the Kindle has been damaged in use since there are millions of Kindles in use without a problem.

Posted on 18 May 2012 10:41:58 BDT
Which model are you talking about my friend? As if you do a bit of research you will find many sources on the internet discussing the inherent problem with the original kindle keypad wifi. I am currently in discussion with the director of kindle uk and find it very interesting how they cannot disclose why this model of kindle is no longer made.

Also for your information, if gently putting the kindle on the bedside unit in its protective case, for two minutes and then returning to the screen scrambled is your idea of mistreating it, then you must have 'fairy liquid hands'. I'm sorry the problem still lies with amazon's design issues, hence them not making that model anymore and not disclosing why.

In reply to an earlier post on 18 May 2012 10:52:14 BDT
J. H says:
LOL!

It's perfectly normal for an older model to be discontinued when newer models are released.

There is no "secret reason", things just move on. Or do you think its some huge conspiracy that Sony no longer make their first ever model of mobile phone any more?

When a product sells over 8 million units (and that figure is from mid 2011!) then of course there will be a % that are faulty. This does not indicate in inherent design fault or that Amazon are on some big scam to con everyone.................

Posted on 18 May 2012 10:56:53 BDT
My KK3G burst into flames the day that the Touch was released :/

Posted on 18 May 2012 11:09:32 BDT
Fi esta says:
A kindle fire?

Posted on 18 May 2012 11:10:58 BDT
haha:) made me actually spill me tea.

Posted on 18 May 2012 11:37:47 BDT
lol, bless.

Posted on 18 May 2012 11:47:57 BDT
[Deleted by the author on 18 May 2012 11:48:37 BDT]

Posted on 18 May 2012 13:15:45 BDT
Tay says:
@ Mr. J. Sidebottom - Models get discontinued Just like the Prevoius models before the Kindle Keyboard Wi-Fi . Not sure what you are getting at. Till today people still have their original KK Wi-Fi WITHOUT issues.

Posted on 19 May 2012 07:56:36 BDT
kittycat2000 says:
It is actually possible to buy the extended warranty on a replacement kindle. On a previous thread several people discuss this matter and the fact that there seems to be some kind of loophole. One poster explains that she contacted square trade who told her that she wasn't really entitled to purchase the extended warranty but at the same time if she wasn't entitled then the transaction wouldn't go through. She was able to buy it as were several others but they weren't sure if the policy would be honoured if the device broke.Basically they were willing to take the chance.

Posted on 19 May 2012 09:15:36 BDT
you are getting me very worried. my kindle (wifi, keypad) froze, amazon replaced it. but within three weeks, the window inexplicably froze again on the replacement.
the worse thing was : it was the first time i decided to go cold turkey and travelled without books, relying only on the kindle and my iphone and we were in spain!!
is there any way i can protect myself with the third kindle, as i know my warranty will have expired by now...and given the track record with the other two..i am not very hopeful!

Posted on 19 May 2012 10:22:01 BDT
Its funny that Mrs Fiennes, you must have been hitting it with a cricket bat just like me, because you hate using it so much. Its the only solution because apparently Amazon denies its anything to do with their faulty model.

Just a warning, It will happen again, and Amazon will charge you if you want it replaced out the three months warranty. However I'm not a sucker, and I am now disabling my Amazon account, as I don't want to supply its gluttony any more. I will just take advantage of its free reviews, and then buy the product elsewhere. PS there's some great and cheaper alternatives to the kindle, just type in 'ereader' on the net.

Good luck

In reply to an earlier post on 19 May 2012 10:22:33 BDT
Daphne says:
always take one paperback just in case, don't tempt fate!

In reply to an earlier post on 19 May 2012 10:29:40 BDT
Damaskcat says:
Toys out of pram time - obviously.

You do know that all e-ink e-readers use the same screen don't you?

In reply to an earlier post on 19 May 2012 10:35:21 BDT
lol, to say your kindle is working fine, you do spend a lot of time on its forum my friend, something tells me, you should maybe get a life, or that you work for Amazon.

quote: 'You do know that all e-ink e-readers use the same screen don't you?'
Thanks for that, so... my car, its engine will fail just like my last one, cos it has the same tyres, right, good logic.

I personally suggest you don't waste your personal time and energy answering this last comment (maybe get a more productive hobby) i'm not going to waste any more time reading yours.

Thank you and good night

Posted on 19 May 2012 11:07:51 BDT
Kelp Bed says:
Just in case you do unfortunately decide to return...
I have you on ignore..

In reply to an earlier post on 19 May 2012 11:32:10 BDT
Damaskcat says:
You have no idea about my life so don't make assumptions.

I was just pointing out that if there is a problem with the e-ink screen then there is a problem with all e-ink readers because the screens are made in the same factory!

If you think I spend a lot of time on this forum then maybe you should take your own advice and not bother to spend time on here when you clearly are just looking for problems.
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Discussion in:  kindle discussion forum
Participants:  25
Total posts:  45
Initial post:  2 May 2012
Latest post:  20 Jun 2013

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