This is going to sound like someone else’s blog for a minute, but humor me because it really is me, and I just want to share my story with you. 🙂
If you keep up with my twitter, you know that a few days ago, I turned on my Kindle to find the screen broken. I hadn’t done anything but set it down for the night. I hadn’t dropped it or anything! Because I use my kindle pretty much every day, I was devastated! I had serious kindle withdrawals. I’m sure that if I hadn’t been through much worse things recently, I would have cried.
The worst part was that my poor Kindle was just out of warranty, and they’re not really cheap. Not for me right now, anyways. If I had dropped it (again), then I would have chalked it up to being my fault, but I hadn’t done anything. It had just randomly broken.
So, I did what I always do when I am faced with a new situation: I googled it! It seems that cracked screens were a fairly common problem, and brought on for seemingly no reason at all. Most of those people either got a new replacement from the 1-year warranty, or bought a new one if the time was up. But then, I saw a story about how someone had called customer service and gotten a new Kindle for free– even though the warranty had long-since expired! There was hope!
Now, even though I wasn’t at fault for the kindle breaking and this seems like a fairly common defect that should have been addressed by the manufacturers, I didn’t necessarily think that I was entitled to a free kindle. The situation just sucked. But when I found out that someone else had received a replacement kindle when the warranty was expired, my mind changed.
I was now entitled (and so are you). Why? Because everyone, no matter who they are, deserves the exact same service. I don’t think that it’s fair, otherwise, and there is no reason for discrimination between customers. That is why company policies exist, right? In order to be fair. And it was Amazon that decided that they would give out a replacement kindle to a customer.
I talked to some friends, and it turned out that one of them had had a similar thing happen to someone she knows. A free replacement kindle even after the warranty had expired. Then, I googled again, and came upon a many, many, more stories.
Well, it was set! I wanted the same service, and was determined to get it. Because otherwise, it is not fair. And if this happens to you, don’t take “we are unable to do this” for an answer.
I got on Kindle support’s chat line (since I’m in Japan, chat is cheaper than calling, haha). I had to go through five different people who told me that not only could they NOT send me a replacement kindle for free (I was offered a refurbished one at the tiniest of discounts).
Every single person told me:
I just kept on asking for someone who could authorize it (politely! I was repetitive but polite), pasting links to stories of people who had written about free replacements, and reiterating that every customer deserved the same service.
After the fifth person (who also told me that it was not possible to do it on this system), I suddenly was put on hold, and then received this message:
So, it was done, and I received my completely-free replacement kindle today!
Which means that if the same thing happens to you (kindle breaks for no discernible reason, and the warranty is expired), you deserve the same treatment as me, and everyone else who received a free replacement.
That is only fair.
Some people might not agree with me, but I think that it is fair. If I had had my cat at the time, I might have thought that she had jumped on it and broken it, but as it was, I picked up the Kindle from my desk, where it had rested all night, and headed out the door. On the way to the train station, I turned it on, and realized that it was broken. I was actually heading out to pick up my cat from her current owner, and it was a 2-hour journey each way.
It was a very long journey without my kindle. All things said, I did have to be super-persistent to get my kindle replaced for free, but I think that it was the proper solution in this scenario. Just like my iPhone, it’s something that I’ve come to depend on, and without it, I’m kinda lost..
I love my kindle! (I might not love it as much if it breaks again soon, though!) Want to see some pictures?
The moral of the story is, when dealing with Amazon’s customer service: Be Persistent. Always be polite too, though! I worked at Toy’s R Us and Hastings as a teenager, so I understand how it feels on the other side. So always be firm, but speak politely. 🙂
I just wanted to share my story. So, good luck, you guys!
Oh, and another good thing? I was talking to my girlfriend on Skype at the same time that I was on chat, and she was witness to my reaction when I was told finally that I would get a free replacement. It inspired her to stick up for herself for a place that was charging her a fee when she thought it wasn’t warranted. So, she called the company in question the next morning and got the fee refunded! (*^-^*)
It’s my dream to inspire more people, so I’ve already been of use once. Yay! (*^-^*)