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.

GearDiary 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.

GearDiary 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-professed 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.