Lawd Help You If Your 1.5 Year Old Amazon Kindle Voyage Dies

This is a public service announcement for anyone considering buying a Kindle: be sure to get the extended warranty. Why? Because Amazon doesn’t repair them (at all) when they break; the best option you will get (after a bit of haggling) is $20 off a new one.

Lawd Help You If Your 1.5 Year Old Amazon Kindle Voyage Dies

You’ve been warned.

[Here is my transcript with Amazon — no edits.]

You are now connected to Sachin from Amazon.com

Me:

Hello, my Kindle Voyage’s screen has frozen. I’ve tried multiple 40-second restarts; I’ve plugged it in for days, but the light doesn’t change from amber to green, and it will not restart after holding the power button for 40 seconds. I am at a loss for how to fix it. Please advise.

Sachin:

Hello, my name is Sachin. I’m here to help you today.

Me:

Great. Do you have any ideas on how to fix it?

Sachin:

A member of our kindle specialists team will need to help you with this. Can you please hold while I transfer you.

A Customer Service Associate will be with you in a moment.

You are now connected to Vaijey from Amazon.com

Vaijey:

Hello Judie, my name is Vaijey. I’ll be happy to help you with your issue today.

Me:

Thank you

Vaijey:

You are welcome.

I’m sorry to know about the problem you are facing with charging and turning on your device.

I’ll check the details for you.

Me:

ok

Vaijey:

I checked and don’t see any Kindle devices registered under your account.

Me:

I think you’d better look again — I hve at least 3

judie.lipsett@gmail.com

Vaijey:

I’ms orry for any comfusion.

Are you referring to the device named “Kindleicious”?

Me:

yes

Vaijey:

Thank for confirming.

Since how long you have been facing this issue?

Me:

Since a flight home from hong kong last week. It froze on the plane, and has not been unfrozen since

Vaijey:

I’m sorry to know about this.

May I know how many hours did you tried charging your device?

Me:

For 48 hours straight

Vaijey:

Please try to restart your device by holding the power button for 40 seconds when the device is connected with the charger.

Me:

I have done that multiple times

Including while talking to you

Vaijey:

I can understand that.

Are there any lines on screen?

Me:

No. I see a page of text, which looks normal, except the screen is completely unresponsive and the device is frozen

Vaijey:

Please let me know the color of the LED when the device is connected to the charger.

Me:

it is yellow

Vaijey:

Thanks.

Me:

and it was yellow the entire time it was plugged in and charging for the 48+ hours

Vaijey:

Was the Kindle dropped or exposed to physical pressure that might have caused this?

Me:

not at all

it is in perfect condition, and i have always cared for it

Vaijey:

I do understand that.

In this case, the best solution is to process a replacement for your Kindle.

Me:

Okay. What do I need to do?

Vaijey:

I checked your device details and found out that your Kindle’s warranty was already expired. Do you remember purchasing an extended warranty for your device?

Me:

I don’t think I did

Vaijey:

I checked all my resources and found some good options for your device. We can help you in getting a replacement or even an upgrade replacement at a discounted price.

May I know your current country of location please?

Me:

USA

Vaijey:

Thankls.

Here are the available options to replace your device:

1. Kindle Voyage, 6″ High-Resolution Display (300 ppi) with Adaptive Built-in Light, PagePress Sensors, Wi-Fi – Includes Special Offers –

$189.05

2. Kindle Voyage, 6″ High-Resolution Display (300 ppi) with Adaptive Built-in Light, PagePress Sensors, Wi-Fi -$208.05

3. Kindle Voyage 3G, 6″ High-Resolution Display (300 ppi) with Adaptive Built-in Light, PagePress Sensors, Free 3G + Wi-Fi – Includes Special Offers – $255.55

4. Kindle Voyage 3G, 6″ High-Resolution Display (300 ppi) with Adaptive Built-in Light, PagePress Sensors, Free 3G + Wi-Fi – $274.55

Me:

so you are basically giving me $10 off of what I paid for it brand new??

Kindle Voyage 3G, 6″ High-Resolution Display (300 ppi) with Adaptive Built-in Light, PagePress Sensors, Free 3G + Wi-Fi – Includes Special Offers

Sold by: Amazon Digital Services LLC

$269.00

Vaijey:

These are the currently available options.

If you are okay with any other Kindle model, please let me know. I’ll check for the possible solution with my supervisor for you./

Me:

You have to know that this is ridiculous — you are not offering to fix it, and you are giving me $14 off a replacement. I am very underwhelmed.

Vaijey:

Please let me know your preferred Kindle device, I’ll check for the possible discount for you with my supervisor.

Are you okay with the Voyage device?

Me:

Either the Voayage or the equivalent oasis with special offers

Vaijey:

Yes, you can select any devicee.

Deviice

Me:

Okay, and is all I can possibly get $14 off that device?

Is that the ACTUAL cost of a kindle??

Vaijey:

I’ve checked with my supervisor and I can apply $20.00 promo credit to the order for the device.

This is the maximum level I can do from my end.

Hope you can understand my limitations.

Me:

No thank you. It is sad to see that Amazon has no repair option, and the best you can do off of your second newest device is offer me $20 off another device that will probably break as soon as the warranty is over. Unacceptable.

Vaijey:

I

I’m really sorry for the inconvenience you had with this regard.

Me:

I understand this is not your fault, but you have to realize that this is not good for Amazon. Thank you for your time.

Vaijey:

I’ll be sure to pass your feedback to the Kindle development team on behalf of you.

*****

I’ve bought at least 6 Kindles for myself and others over the years, but with this in mind, I don’t think I can ever justify buying another one.

Lawd Help You If Your 1.5 Year Old Amazon Kindle Voyage Dies

About the Author

Judie Lipsett Stanford
I've had a fascination with all types of gadgets and gizmos since I was a child, beginning with the toy robot that my grandmother gave my brother - which I promptly "relieved him of" in 1973. I'm a self-confessed gadget magpie. I can't tell you how everything works, but I'm known world-wide for using a product until I have a full understanding of what it does, what its limitations are, and if it excels in any given area ... or not.
  • I searched for an older article I loved about this subject – http://www.wsj.com/articles/we-need-the-right-to-repair-our-gadgets-1441737868

    As someone who, like so many of us who grew up in the dawn of personal computers and electronics, is used to being able to tinker and rebuild and repurpose … the idea of sealed disposable systems is not appetizing, but that is the direction.

    But at the same time, while I simply shrugged my shoulders when my basic Kindle 4 screen died and got myself a Paperwhite at the next discount sale, I wouldn’t be so thrilled if the same thing happened to a Kindle Voyage or Oasis … or top-end smartphone or higher-end tablet! Looking back through Google I see that Amazon used to be better about offering significant discounts on refurbished replacements on products they didn’t repair (basically all Kindles) … but $20 off ‘as an exception’ … is an insult.

    • You know, I want to be clear that I get that all modern tech is to some degree disposable. It just appals me, though, that I’ve (once again) spent upwards of $300 on something that has absolutely NO option for repair, ever.

      The main takeaway that I want people to get from this post is that if they want their tech to last for more than the one-year warranty period, they MUST buy the extended warranty.

  • Saif al-Badri

    I will never buy Amazon readers again. my device screen frozen 60 days after the 1 year warranty. never dropped it still looks brand new. had a case and screen protector since day 1 and using official amazon wall charger and cable. This is a joke. crappy quality.