[inmylife99]

I bought my Kindle 3 about three months ago. I always use sleep mode and rarely turn the device off completely.

Just yesterday when I slid the power switch I noticed there was this massive screen burn that occupied 4/5 of the screen. I tried turn it off completely but the burn is still there, and it just doesn't go away:

In Screen saver mode:

I live in New Zealand (also bought it here), so there's probably no chance of getting official support.

Any help is greatly appreciated, I'm getting crazy over this

 

[mooshie78]

Definitely need an exchange.

That's a majorly defective screen.  At most you get some slight ghosting that goes away with a page turn (or press of alt-G to refresh), nothing like that.

All you can do is try to call them up and see if they'll exchange for you in your country.  If not there's not much recourse beyond buying a new one.

 

[Morf]

Agree with mooshie this is a serious problem, that actually looks to me like a cracked screen. There's a very definite line across the screen below which things seem to be working largely normally (except at the right) and the rest of the screen is basically useless.

I don't know exactly how you bought it, but I'd still try ringing Kindle CS (not the normal Amazon) and see how you get on.

 

[intinst]

That looks like the screen is cracked, not burn in. It will need to be replaced. E-ink screens are glass and your K shows the signs of an impact damage.

 

[telracs]

That looks like the screen is cracked, not burn in. It will need to be replaced. E-ink screens are glass and your K shows the signs of an impact damage.

that was my first reaction. e-ink doesn't really burn in and that looks like a damaged screen. especially since it's not changing when you try and put it to sleep.

 

[BTackitt]

yep.. cracked screen.

 

[pidgeon92]

I concur, that screen is broken.

 

[Shetlander]

Something very similar happened with my K2.  Screen failure for sure. 

 

[Susan in VA]

It looks very much like what happened with my first K2, except that mine also had dark patches.  But I don't think it's the glass screen that is cracked  --  how could that happen in those perfectly vertical and horizontal lines?

 

[daveconifer]

Yeah, I wouldn't call that burn-in.  It's just broken...

 

[pidgeon92]

It looks very much like what happened with my first K2, except that mine also had dark patches. But I don't think it's the glass screen that is cracked -- how could that happen in those perfectly vertical and horizontal lines?

The way the eink is laid out in between the glass and the plastic must be horizontal and vertical, which is why the ink leaks in that pattern once the glass beneath is is broken.

 

[Morf]

It looks very much like what happened with my first K2, except that mine also had dark patches. But I don't think it's the glass screen that is cracked -- how could that happen in those perfectly vertical and horizontal lines?

Like all screens, the eink screen is controlled by a matrix of horizontal and vertical "wires" (electrical traces on the glass) which activate the individual pixels.

Once the glass is cracked, the "wires" are broken and so the signals can no longer travel the full length of them.

The crack - or the main crack anyway - is across the screen at the top of the section at the bottom which is still working. The signals are still getting to most of that bottom area, so it's still working. Some of the wires to the top and right-hand area are completely broken, hence the old image on the screen stays there all the time because nothing is getting through to change it (remember the eink screen is static ie it will keep a display permanently until switched). Some of the wires are probably only damaged (or there may be multiple wires, some of which are broken) as a result of which the only signal that's getting through is the one that switches to white, hence the white areas.

At least, that's my theory, based on what I understand of the way eink and other screens work, and a bit of guesswork.

But I'm sorry minhhale, it's terminally broke.

 

[David Derrico]

Others have already diagnosed it for you, but just to add in from what I've seen: the e-Ink screens can often crack on the inside, which is why the damage is not immediately apparent on the outside. There's more than one layer of glass in the screen.

I hope you have luck in getting a replacement!

 

[Guest]

That's not burn in. You either dropped something on or put a lot of pressure on your screen and cracked it. All you can do is get a new one. Sorry!

 

[inmylife99]

Thanks everyone for your kind replies. This is a disaster, I've just had this thing for three months and look at it now!

Update: When I turn the "cracked" Kindle on, I hear this weird buzzing noise from inside the Kindle. When I slide the power switch the noise then goes away after about 2 seconds. The gigantic mark is still there.

I sent an email to Kindle CS, hopefully I'll be able to get a replacement. Or if New Zealand is not under official support and I have to get a new one, I won't go for Kindle again. This experience is dreadful enough.

In that case can anyone recommend me a more durable reading device? I doubt if the Kindle screen is cracked due to outer pressure; I keep it in the cover all the time and always have it lying on the table.

 

[auge_28]

Thanks everyone for your kind replies. This is a disaster, I've just had this thing for three months and look at it now!

I sent an email to Kindle CS, hopefully I'll be able to get a replacement. Or if New Zealand is not under official support and I have to get a new one, I won't go for Kindle again. This experience is dreadful enough.

In that case can anyone recommend me a more durable reading device? I doubt if the Kindle screen is cracked due to outer pressure; I keep it in the cover all the time and always have it lying on the table.

I had two Kindles in covers and this happened to both of them.
Trust us; it's from pressure on the screen.
As for a recommendation, I am pretty sure all e-ink screens are about the same. The LCD screens are thicker and can take more damage so maybe an iPod touch, iPad or the Nook color.

The covers do not really protect from this kind of pressure, it seems they are good for protecting the corners and from scratches. It seems that the screen is the weak point on these devices. Once I figured this out I keep that in mind and treat my Kindle as the expensive delicate electronic device it is.

 

[pidgeon92]

In that case can anyone recommend me a more durable reading device? I doubt if the Kindle screen is cracked due to outer pressure; I keep it in the cover all the time and always have it lying on the table.

All eink screens are made by the same manufacturer, in the same factory, using the same materials.

Since you have only had it three months, there should be no problem with Amazon replacing it under warranty.

 

[Ann in Arlington]

minhhale -- you might try the 'call me back' feature. . .I think it's available for New Zealand.  I feel sure they won't give you any difficulty about replacing it.

 

[dixiehellcat]

minhhale -- you might try the 'call me back' feature. . .I think it's available for New Zealand. I feel sure they won't give you any difficulty about replacing it.

I agree. When I got mine I immediately had some issues figuring out how to set it up and get it running; I used call me back and my phone rang instantly! I mean, less than 10 seconds. Being where you are, it will likely take a little longer, but not too long, I'd bet. And the rep who helped me was wonderful.

 

[inmylife99]

minhhale -- you might try the 'call me back' feature. . .I think it's available for New Zealand.

How do I use that feature? I can't afford to call to the US, plus I don't even have an Amazon account!