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Discussion Starter · #1 ·
Well, I had a small panic moment today.

I grabbed my Kindle for a nice AM read and when I turned it on, the screensaver remained in place over 2/3rds of the screen. You could see the active screen behind it where the screensaver had not frozen in place.

I tried rebooting/restarting my Kindle, but nothing helped.

So I called Kindle Support and they walked me through a couple things, and decided it was indeed broken and so they already have a Kindle on its way to me as a replacement; I'll be able to send my old Kindle back as soon as the new one arrives.

It's a bummer that the screen froze like that, and that I'll be without my Kindle for a couple days, but I have to just share a few words of praise for Amazon's Kindle Support group. They were professional and decisive and didn't take forever to make a decision on the replacement.

Hard to ask for more.

One Question: Does my replacement Kindle only receive the balance of warranty left over from my original Kindle, or does it receive its own year of support?
 

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I think it gets the balance of the original warranty.
Even though this unit is "new" to you....you have already spent time "in warranty".
But hey, ask Amazon Customer Support...they are notoriously generous.

Just sayin......
 

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Discussion Starter · #3 ·
geoffthomas said:
I think it gets the balance of the original warranty.
Even though this unit is "new" to you....you have already spent time "in warranty".
But hey, ask Amazon Customer Support...they are notoriously generous.

Just sayin......
If that's the case, maybe I'll contact them about the extended warranty... :)

UPDATE: It will only cover the balance of time from my original purchase. And I can't buy the extended warranty on the replacement unit, because I bought the original unit so long ago (August 2010).

But that's OK. So long as the replacement Kindle is sturdy, by the time this one stops working, I'd be wanting to step up to a next-gen Kindle anyway, I'm sure.
 

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CraigInTwinCities said:
... by the time this one stops working, I'd be wanting to step up to a next-gen Kindle anyway, I'm sure.
If Kindle prices keep coming down, it's almost not worth paying extra for the extended warranty.
 

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I had the exact same thing happen to my Kindle a few weeks ago, and Amazon were equally impressive in their readiness to get a replacement out to me. They even gave me a gift certificate to compensate for the cost of the Decalgirl adhesive skin which I was now having to lose. Very impressive.

What's less impressive is the idea that these Kindles are starting to malfunction. I also got mine in August 2010. Fingers crossed that it was just an early batch that had a fault.
 

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CraigInTwinCities said:
If that's the case, maybe I'll contact them about the extended warranty... :)

UPDATE: It will only cover the balance of time from my original purchase. And I can't buy the extended warranty on the replacement unit, because I bought the original unit so long ago (August 2010).

But that's OK. So long as the replacement Kindle is sturdy, by the time this one stops working, I'd be wanting to step up to a next-gen Kindle anyway, I'm sure.
AND. . . .I've heard many cases of Amazon replacing a Kindle even when it's out of warranty if it's a problem with the screen or software failing. . . .when they haven't they've still offered a replacement at a discount price. You can't beat that with a stick! :D

And, really, it makes sense: if you haven't got a Kindle, you probably won't buy as many Kindle books! :eek: :D
 

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by the time this one stops working, I'd be wanting to step up to a next-gen Kindle anyway, I'm sure.
That's my philosophy too! My Kindle doesn't have to last forever. It just has to last until I'm ready to buy a new one! :D

And I've also wondered if Amazon would replace my Kindle (now that it's long out of warranty...) Fortunately I've never had to find out!
 

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It's so true.  Amazon is setting a new standard for customer service in this country.  I can't tell you how many positive experience stories I've heard about Kindle CS.  I just recommended calling them yesterday to a Twitter friend whose unit was malfunctioning; sure enough, her new Kindle is already on its way.

:) Maria
 

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Trophywife007 said:
If Kindle prices keep coming down, it's almost not worth paying extra for the extended warranty.
I pondered this as I ordered the extended warranty for my DDs, and for how long to get it for - 2 or 3 years. Because she will be using it at school, I decided I needed the extra protection of the square trade accident coverage, but only went with 2 years. I fully expect basic ereaders to drop in that time and there will be some feature I will want to upgrade her to anyway.

But the $18 for the 2 years of drops and water coverage was worth it to me......

Oh and considering her dad's house has the pool out the front door, I have visions of using the immersion coverage sooner than later :eek:
 

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TraceyC/FL said:
Oh and considering her dad's house has the pool out the front door, I have visions of using the immersion coverage sooner than later :eek:
Maybe the waterproof cover should be next on the list? 8)
 

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Trophywife007 said:
Maybe the waterproof cover should be next on the list? 8)
Well, considering he is refusing to go halves for it (she has a reading disability, among others) I figure if he allows that to happen... He can just replace it! ;D

Not that he would, but then I can just add it to the list of things to bring up to the judge. Kinda like the allowing her to continue doing backflips into the pool two weekends in a row.... NOW it's a no-no.... Only after the 5 staples in the back of the head. ::)

She actually is very good with things and I don't expect a big problem with HER and it. It would be the little sister, the kids at school and her dads gf's 3yo granddaughter that has already destroyed some stuff and doesn't seem to have boundaries. I'd prefer it to just not go to his house, but that goes against the reasons it was bought!

Soooo, it will be what it is.... If it ever ships! LOL!!
 

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Discussion Starter · #12 ·
Well, curiouser and curiouser, as Alice once said...

My original Kindle lasted 9 months plus, then had the screen-freeze problem.

My new Kindle lasted not quite 3 days and developed the same problem!

It's weird. I called up Kindle Support, though, and they were fantastic... they are overnighting a second replacement to me so that I have a chance to have a working Kindle over the weekend. Pretty amazing.

As we were trouble-shooting the issue on the phone, I noticed that the Kindle felt like it was overheat in the bottom right corner. Not sure what it means, and neither did the Kindle specialist I spoke with, but he said that unless I had it on the charger, it shouldn't be generating any heat. (I hadn't had it on the charger since the day it arrived.

I was a bit frustrated when I tried to turn on my Kindle this morning and it wasn't working, again. But at least Amazon is a class act about handling these issues, when they pop up.
 

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I have a buyers and sellers account and I must admit they have excellent customer service!
 
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