Kindle Screen Failure, Replacement
April 23, 2008
Gadgets fail. Some more than others, but that’s what they do. Assuming that the failure rate isn’t completely excessive, what separates one gadget (and vendor) from another is often just how well they support their product.
My Kindle has been slowly failing for the past couple of weeks.
I first noticed that the book I was reading didn’t have a title. I figured it was just a glitch in the book file, but it became clear that what happened was that the top quarter-inch or so of the display was just not displaying (or displaying so faintly it couldn’t be read).
Not too much later, I also had a “white line” down the left edge of the page, which was causing the leftmost pixels of the first letter of each sentence to disappear.
Failing Kindle Screen
Normal Kindle Screen
No doubt about it, my Kindle was checking out. I was a little surprised that the screen was the point of failure; I’d felt since day one that the buttons were a bit fragile, but after 50 – 60 books, they were still working fine.
The good news was that this coincided with Amazon actually having Kindles in stock for the first time since November.
Late Saturday evening, I logged into Amazon and started to write a message to Kindle customer service. As I was doing this, I noticed there was a “call me now” button, so I decided to try it. It was 11:30pm on Saturday night, but I was immediately connected with a very helpful support tech. Instead of forcing me through a script, he listened while I explained that I’d done all of the expected stuff (reset the unit with the hidden reset button, made sure it was charged, etc.), and said “Sounds like it’s broke. No problem, we’ll get another one out to you.” No muss, no fuss, no long delays, and best of all, no problem waiting for me to return the old unit until the new unit arrived (it was still mostly usable, just unclear for how long).
The new unit showed up today (essentially, 2nd day shipping since it couldn’t go out until Monday), in full retail packaging. The only noticeable difference is that this one indicates that it’s running version 1.08 of the Kindle OS, while my old one (purchased on day one) was still running 1.0. (well, that and the new one wasn’t broken)
I have to say that I’m quite pleased with Amazon today. Anybody can make a gadget that breaks, but it’s how you manage the experience from that point on that matters. Apple gets this entirely, and apparently so does Amazon.
The only minor fly in the ointment was in trying to get my purchased content over to the new Kindle, I called support, who suggested most everything but what actually needed to be done, which was associate the new Kindle with my account. Oh well, maybe I wasn’t clear about the situation. I figured it out myself a few minutes later, so no big deal.
dude, this so reminds me of way back in 2000 when, not knowing any better, i got an Apple mouse for Chris for Christmas. he very graciously told me some technical (then-)mumbo-jumbo (which i didin’t understand at the time) having to do w/USBl. but point is, i tried to return it and was actually told to keep it cause the costs for returning would’ve been more expensive than me just keeping it. i was amazed at this generousity and ended up giving the mouse to a more appreciative less-of-a-Techie Mac user.
rimones last blog post..teeny silver beings infiltrated my flat
My Kindle was damaged– it’s still not clear to me how– and now the screen no longer works. But guess what? Amazon has quietly changed their policies in the last several weeks and will now no longer replace damaged Kindles. And to make matters worse, they do not have a repair program in place. So, a mere month after getting this for a 40th birthday present, I’ve got a $350 brick on my desk. Thanks, Amazon!
Benn, sorry to hear about that that — that sucks!
For whatever it’s worth, I’d try them several times (typical customer service roulette – hang up and try again if you don’t get the answer you want), and if that failed, I’d try to escalate it if you can — if there’s a new model on the way (and it sounds like there is), they don’t need any bad public opinion regarding their support.
Mine started acting up in the beginning of aug.. streaking a bit.. but i lived with it.. it’s been on my bookshelf for close to a month now.. I just charged it and started it up, and the screen is completely messed up.. no one has played with it.. just been sitting there..
is there not any warranty service with the kindle?
I’m not sure where my paperwork is, and I can’t find a single thing on the product page at Amazon that talks about warranty, but I certainly wouldn’t hesitate to contact Amazon about it, if I were you.
I had a really good experience with their customer support — Benn (above) apparently wasn’t as lucky, but I’m not sure what he means re: damaged — mine didn’t have any damage, it just failed — much the way it sounds like yours did.
I think you should contact them, and if you don’t get a satisfactory result, keep trying — often a non-helpful customer support person is more the person you get than the company policy.
I managed to break my Kindle yesterday. I was certainly me who did the breaking (the screen), as opposed to the Kindle dying on it’s own, so I hardly think that the burden of replacement should be on Amazon. When I called customer support, I managed to get the same response as Benn:
“We’re terribly sorry that you broke your Kindle, but we don’t have any suggestions for how you can get your screen replaced.”
I don’t think that anybody should have expected to get their Kindle replaced for free (if the damage is the fault of the users), but thought I should add that Amazon’s good customer service does not currently seem to be at the “so good that we’ll replace your $360 item for free”.
In case anybody is looking for other demographic info, I buy a fair amount of stuff from Amazon, and I’m an Amazon Prime member. I have not, however, bought any books for the Kindle — I’ve been digesting stuff from other e-book sources. Maybe Chuck is an excellent Kindle book customer?
> Maybe Chuck is an excellent Kindle book customer?
Meh… I’ve bought enough Kindle books to make having purchased it worthwhile (due to the cost difference), but the majority of the books I’ve read on it haven’t been purchased Kindle books (I’ve had a large library of non-DRM’d mobipocket books for a long time, and it continues to grow). Somehow I doubt that all that enters the equation, tho.
I think the more important point is that my Kindle wasn’t damaged — the screen failed all on its own initiative.
Which is not to say that it doesn’t suck that there’s not a repair option for damaged Kindles — shit happens, after all. I’d suggest making as much noise online as possible — have you tried the mobileread.com Kindle forum? Maybe someone there would have a suggestion.
I just had this exact problem with my Kindle. My experience with Amazon also mirrored Chuck’s. I just described the problem and they’re sending out a new unit pronto. So, seems like Amazon only balks if the damage to the unit is caused by the user. Irritating, but it makes sense.
Yes, they have a quick, free replacement policy if it’s a defective Kindle, but if the user caused a prob they don’t replace it. The warranty is only a limited one for 1 yr.
However, the new policy as of last month is that when a user causes a problem in the Kindle, then they can replace it for $180.
Call customer service and remind the rep that this is the new policy if you encounter one who doesn’t know it
Just called Kindle customer service: I broke my Kindle 1 (the display)–They are sending me another Kindle 1 for $180 plus shipping. They just want me to return the damaged unit within 30 days or they will charge me. Very reasonable policy.
Recieved the kindle as a Christmas gift for son and of course being younger the screen was damaged. Called Amazon and they of course did their diagnostics to see whether it was a defective screen or if he had broken the screen (which he had) and they of course offered the replacement to us. I am expecting the new one within a couple days. I am very happy that they offered this……better than being without one or a “brick on the desk”.
I gave my wife a kindle 2 for mothers day. She loved it. Then she accidently broke the screen. Amazon wants $200.00 to trplace the unit. Who make this great product and doesn’t offer a repair center. I will never buy from Amazon again. My wife was buying 3 to 4 books per week now she is buying none. Who is the real loser here.
ARE YOU KIDDING ME? YOUR WIFE BROKE IT –AND YOU’RE UPSET BECAUSE THEY WANT TO CHARGE YOU LESS THAN A NEW ONE TO REPLACE IT? ???
GET REAL.
I JUST BROKE MY SCREEN AND FOUND THIS POST. I’VE HAD IT ALMOST TWO YEARS, AND IF THEY’LL REPLACE IT FOR $200 I’LL BE THRILLED! ANYBODY HAVE THE BEST CUST SERVICE # TO CALL FOR THEM?
My kindle wasn’t covered under warranty because of waterdamage and I sent mine to a third party portable electronics company (http://www.portatronics.com) and they got it up and running for me again for $99 just fine. The only other option if you’re tech savy you can google for take apart guides and try to replace the broken part yourself.
Amazon has the best customer service I ever experienced. Isn’t it too dishonest, unrealistic, and greedy to expect free replacement for something you broke by your own fault, carelessness or accident. Amazon’s business model is excellent and a shopping revolution which has brought so much convenience to our lives. I think, in return we should appreciate their hardwork and business ethics and not try to cheat them so that they don’t have to pull the shutter on us. I love kindle and take very good care of it. If I break it (accidently or otherwise) I will buy another one If I continue to love the revolutionary reading expedience.
I bought a Kindle 1, within 9 months of careful use, the screen failed, Amazon cheerfully sent out a replacement. I had the replacement (refurb.) for about 6 months of light use and IT has failed (screen freezes), I spoke with cust. service, very nice people but there is no trade up program or refund (even partial for an item I paid $359.00 for) so I get another refurb. 4 Kindles I am working with now. I have over 70 books I purchased from Amazon for the average price of 7.00 so when I get this one and stick it on Ebay and never do business with them again, maybe that will be a successful end to this horrible transaction. I look forward to the deluge of new e-readers that will be coming out soon. I heard Barnes and Noble will be affiliated with one, yay!
I personally have had not problems with Amazon and their customer service. Every time I purchase anything from them and have problems they take care of it right away with very little questions asked.
Kenneth Elliott | Digital Book Reader´s last blog ..PSP e-book Reader
Yo – I have had a Kindle since March of 2008 – in fact I have had nine (that right nnine!!!) Kindles since 2008 – everyone has developed the same screen issue – lines at the top of the page – until recently Amazon replaced them without a problem – now the policy has changed and it is the users fault – are you kidding me!!! – can’t wait to get a Nook
My Kindle 2 developed a screen problem this morning when the upper right quartile of the screen refused to lose the sleeping picture when I turned the machine on. I called customer service in the States (I’m in UK, and for some odd reason Amazon only sell Kindles internationally from the US) and we talked through the problem. A bright and cheerful Irish guy apologised that I’d had a problem (the machine had not been dropped or knocked and lives in its leather case), and agreed immediately to send me a replacement.
This is great customer relations, and typical of my experience of Amazon over the last decade or more. On one occasion, when a Palm device failed a few days after delivery, they sent out one of their guys who personally delivered a replacement to me about four hours after I called in the complaint, (and I live about fifty miles from their depot!).
Jeff Bezos should be praised for the ethic he has engendered in his business. Amazon have always been and continue to be straight with me, their customer. I shall remain loyal to them. Some of the stupid comments above where people seem to expect Amazon to replace damage they have themselves caused show their authors in a bad light, whereas Amazon, in the way they have treated me this morning show that they continue to be the Good Guys. Thank you, Amazon.
[...] couple of years ago, I wrote about a screen failure on my first generation Kindle, and how good my Amazon customer service experience was. Comments were mixed, with some other folks [...]
I have to say, overall, it sounds like Amazon has excellent customer service! I find it very interesting that some people have had problems with the screen, and have even had it be a recurring problem. But I guess that’s the sample of people you get motivated to actually say something online.
I’ve had my Kindle since March of 2008 (almost exactly 2 years now), used it fairly heavily, traveled all over the world with it… and had zero problems. And I’m sure I’ve dropped it a few times. I once broke the metal prong off the end of the charger, but just bought a new one for 8 bucks (didn’t try calling customer service, it was my own fault…).
Just wanted to add my two cents for anyone reading this who might get the impression that Kindles are constantly malfunctioning. Plus, the new ones seem much more durable than my first generation.
My son just broke his kindle 3 screen, he is devastated, he loves the thing. I am sure we have bought about $200 in books on it for him and he just eats them up. So it was great shock to learn no repair options that are cost-effective. Repair = new unit but without any warranty, is no option at all. Needless to say, we are looking at other products to see if they supply better support. Even if they don’t we won’t be buying a new Kindle any time soon….Amazon, you just lost another customer, wake up!
After taking my Kindle I through the airport scanner this past week, my screen display went bad. Unfortunately for me, it is a 3 year old device = no warranty. I called Amazon, and they are sending another Kindle out to me for $99 (no shipping fee). They also e-mailed a pre-paid label for me to return the current broken model. This replacement comes complete with a 3 month warranty. Not a bad deal at all!
I had a problem with my screen and even though my warranty is no longer in effect, the customer service rep said that he would take care of it for me. He sent me a brand new one and even threw in free overnight shipping. Amazon’s customer service is phenomenal. They went out of their way to make things right with me
For all the people above bitching, YOU BROKE YOUR DEVICE. Be an adult and take responsibility for your carelessness. It’s not amazon’s fault you can’t take care of your possessions. No company is going to give you an unlimited warranty for ANY product. Grow up and stop blaming others for your incompetance.
[...] you look online, you’ll find other examples of this, as well as suggestions for fixing it. So I tried charging it up. I tried resetting it two [...]
I got my Kindle in October 2008. I have really enjoyed the product and have raved to friends and family about it. Now after one and a half years of careful use, the screen has failed. I have contacted customer service. They offer no repair service. They say that the only option for screen failure is to replace the device with a refurbished one for $99. There is a 3 to 4 week wait for my first generation model to be replaced since this item is no longer produced for retail. So I can’t read my e-reader until then. I was not expecting this response from Amazon. Considering the cost of the device, one would think they would do more to help the customer. On reading online posts on the topic, I find that many people have had the same problem. This device and the new model seem to have screen failure issues. It is a little fragile for its purpose. I say this because my device was not mishandled for this malfunction to occur. I think an e-reader should last more than a year and a half before it conks out. For it to be cost-effective and environmentally friendly, it should definitely be more durable than that. Wait and do your research before you buy this. Also, share your experiences with screen failure if you own a kindle. It may help achieve better customer service options if Amazon.com realizes this to be a common issue that loyal customers would like to see addressed.
I stepped on my Kindle last night. I had been reading it in bed but then I fell asleep and the Kindle fell off and when I got up I stepped on it and heard this cracking noise. It was all my fault, and Amazon is now sending me a replacement one for $99. I greatly appreciate that.
This is not the first time I dealt with a broken Kindle. In 2008, I got one for Christmas. It came out of the box with a damaged screen, but Amazon sent me a new one as soon as they could, considering it was Christmastime and Kindles were fairly recent.
I have a Kindle 2 for 4 months. I haven’t done anything physically on it but the screen just turns bad with exactly the same symptom on this article (top inch not display and with a white line alone the left edge of the screen). It does feel like this is a common problem.
I am not in the States and I wonder if they would ship me a new Kindle first…and how long the whole process will take…
I recieved my Kindle form my husband for my birthday in April. In the four months sence I have loaded and read well and over 50 books. My husband (knowing me well) also purchased a water proof case and the faux leather cover for it. My Kindle has been in about 30 steaming baths, countless dropps 2 the floor and allot of abuse in my purse. I LOVE MY KINDLE!! This morning it took its last dive off the counter to the floor and died. In tears I confessed to my husband that I had broken my $400 gift. Seeing my distress he called Amazon in hopes of at least being able to purchase a refurbashed Kindle at a discount. Amazon walked him through the reset process(w no results) Amazon let him know they would be sending a new one today(FREE)and asked that I send my broken one back. Being less than a year old it was still under warrenty that being said, we where up-front and honest about the damages being our fault and even so after a 5 min phone call I will be recieving my new Kindle in 2-3 buisness days!! Amazon has my gratitude and ongoing buisness with out a doubt!!