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! (*^-^*)
My kindle will not respond to touch!!! It is only one month old!!! I received as a birthday gift Nov. 28 th! Am I e!viable for a replacement ? It should be under warranty!! It was voted charge to my son’s acct! His name hiStamine May from Indianapolis! Can you check for me!! I would greatly appreciate your help!!
Sincerely, Delores May
I have a kindle and the battery is a question.mark so I need a replace ment and a charger too so please a d thank you I’m counting kn you jamie
You must have better luck than me 😉 I chatted for 2 hours, 4 representatives and no luck. Then I talked to them on the phone for an hour and 2 representatives and still no luck. If it isn’t within 1 year they can not replace it for free. The kicker one rep offered me $40 off a new one but now they can only offer me $30 off and that’s the best they can do. So frustrating.
I’m so glad I found this post because this is what I’m going through. The madness is that my Kindle is only a week old! I received it as a Christmas present brought back from the US to Taiwan, where I live. I needed a replacement and went through so many frustrating conversations with the rep. They told me they can only ship the replacement to a US address, which I don’t have, and I have to send back the defect at my own cost. In the end, the cost of hiring a 3rd party courier service to forward the package to me + the shipping of the defect is more than the Kindle itself. All that for a 1 week old Kindle? They’ve got to be kidding me. I’m currently speaking to the 3rd rep. Hopefully someone will resolve this after I show them your example.
Hi Evelyn,
Did you get a replacement? I am facing the same problem for my 3 month old kindle. The battery lasts for at most 3 hours. I talked to a rep and she said they don’t ship it overseas. So I was wondering how you fix the similar problem. Thank you very much in advance.
I just tried to get a replacement because my screen went wonky too and they said they don’t do that. I talked to 2 people who both said that. Should I just reference this blog? I’m kind of sad!
Hello,
Did you chat with amazon.com or with amazon.co.jp, ’cause I had a long chat with amazon.com and they are continuously referring me to amazon.in saying they cannot process my request and I should contact their Indian counterparts.
Jamie,
I told an amazon representative your story and asked why I was not being offered the same service when my kindle stopped charging. I told them I did not use the kindle outside of the normal use for the product and that since the product malfunctioned due to some technical problem, en lieu of my own clumsiness for example, I should be offered a replacement for free like other customers, such as yourself. They told me I would need to give the email address of this case so their manager could review it and then possible figure out how to process mine for a free replacement as well. Is this something you are comfortable doing? I just want a new working kindle in my hands. I told them I don’t need the fancy new one, that I would just take the bare basics for free. Thanks.
-W
Sure, no problem! My amazon-associated email is hinoai@hotmail.com.
hey I was just wondering If you had to send your old kindle back to them?
And did you use a normal post shop or not ?
thanks
They said that I didn’t need to bother because I lived abroad. It might be different if you live in the US, though.
Hi Jaime, do you know if this would work for a kindle bought at Best Buy or would it have had to be bought from amazon.com?
Thanks for your post!
please help me… my screen is not broke but when i turn on language does not work at all.
i showed your blog and they said your blog is fake.
i live california, usa
please help..
my warrenty is expired too.
Hi Hyesang,
My blog definitely isn’t fake! I would keep pressuring them to honor their commitment to their customers. It is only fair to treat all customers the same.
I am trying it right now….I was about to buy the refurbished for $143, but after reading this I’ll keep trying.
Did you think going through chat was better than by phone?
I have just come off the phone to Amazon, and they have agreed to send me a new kindle.
The broken one was just out of warranty, but the Irish
chap just couldn’t do enough to help me.
He even registered my old one for me, as I had forgot to do it.
Just be polite and keep calm and keep your fingers crossed.
Toonale
I would just like to thank you Jamie for this post. My kindle was two years out of warranty and I could not afford a new one. The screen was not in readable condition due to reasons unknown that looked a lot like yours. I was firm and polite and was eventually offered one. My new free replacement is coming in just a few days.
How did you do it and what did you say?
I’m in the same boat. The screen is wonky and it’s been out of warranty since the end of 2012. Please tell me what you said to get them to offer you a free kindle touch as a replacement!
Thank you so much! I had the same problem and used your advice. I have just closed chat and Amazon is sending me a free Kindle Touch!! You have saved me a lot of hassle and money!
What kind of warranty did you originally buy for your kindle? I’m trying to decide if it’s worth it. I just lost my kindle and am going to buy a new one and was thinking of a warranty.
I only had the default one-year warranty.
Just read this as I was on the phone to Amazon. They said no replacement for my basic Kindle whioch was three years old but after I tried this story on them they opffered me a Kindle Touch.
Result! – I only asked once.
Hi,
I just wanted to say thanks for this post! If I hadn’t read it I wouldn’t have asked 3 times if Amazon could replace it for free, but I did and now they are 🙂
I’m attempting this now. My kindle Keyboard just stopped working all of a sudden. No luck so far but I’m going to keep being persistent with them.
thanks for your advice, i have been in touch with amazon, and even though i am not getting a free new kindle i am getting a free refurbished one, so thank you
Michelle How old or long did you have your
Your Kindle . I have a fire and stopped charging
USB loose always has been . They want me to pay 63.20 for a refurb.