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.
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.
