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My new Kindle fire screen is all cracked, can I get it replaced?

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Posted on Jul 16, 2013 4:04:42 PM PDT
There is some information in this thread that's outdated and not relevant to all Kindle devices, so it'll be closed to further posting.

If you're having a problem with your Kindle device, please start a new post by clicking the "Ask a New Question" tab directly under this post.

If you'd rather talk to someone in Kindle Support directly, they're available 24/7 by clicking the yellow "Contact Us" button or following this link: https://www.amazon.com/gp/help/contact-us/kindle-help.html

In reply to an earlier post on Jul 13, 2013 8:39:31 AM PDT
Amazon does not have a repair service, so there's nowhere they could have referred you. The only option they have to offer are to sell you a new Kindle. So don't blame the service rep because you were expecting something else.

Posted on Jul 13, 2013 6:00:11 AM PDT
There is no repair facility for Kindles and since your device is out of warranty, what do you expect them to do? You can google for places that repair screens, but it's probably just as cheap to buy a new device.

Posted on Jul 13, 2013 5:51:32 AM PDT
GR8 BUYS 4U says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on Jul 9, 2013 11:44:14 AM PDT
i cracked my screen on my kindle fire in my bathroom my sister pushed me and the screen broke im going to try that

Posted on Jul 6, 2013 7:43:20 PM PDT
Me:I have developed a crack in my glass. what are my options?
Mohamed: Hello, I'm Mohamed from the Amazon Kindle Support. I'll be happy to assist you today.
I'm sorry to hear about the problem you have with your Kindle device.
Are you referring to the " zachary's Kindle "?
Me:i need to discussed my damaged glass on my kindle fire hd.
yes
Mohamed:Is it a physical damage on your Kindle device ?
Me:i previously discussed the issue with another CS rep and was told there was nothing I can do except purchase a new one.
yes there is a crack in the glass across the corner.
I did not witness any drops to precipitate the damage. The glass is advertised to be high strength and I have not put any particular stresses that would have caused this cracking.
Mohamed:Please be on hold for 2-3 minutes while I check this for you.
Me:okay.
Mohamed:Thank you for waiting.
Me:sure
Mohamed:I've checked and see that the warranty wont covers the physical damage of the kindle. However, as a one time exception, I'll help you to create a free replacement for you.
Please provide me the last 4 digits of your payment method and shipping address.
Me:is it possible for you to call me?
can you please hold?
Mohamed:Please provide your phone number, I can have a specialist call you right away.
Me:one second. I need to see if I can find the number of the payment method.
Mohamed:Sure.
Me:This unit was a gift from my mother and i cant seem to get her on the line. she had it mailed to her house. do you need her address or mine?
I cant get her to answer her phone for her CC number...
Mohamed:Please provide me your shipping address and your payment method associated with your account.
Me:my shipping address is ____________ Ave., Florissant MO, 63031. I have two methods of payment, a debit card (Visa) and a Discover.
Visa Debit ____, Discover ____
Mohamed:Please provide me the shipping address.
Me:_____________ Ave., Florissant MO, 63031
Mohamed:Thank you for your information.
Attempting to Replace.
The replacement was successfully created.
I will be sending out a follow-up e-mail for you with all of your order details. It will include your order number, a delivery date, and include a return mailing label that you can print out to send your defective Kindle back with. 
Is there anything else, I can assist you today?
Me:No and thank you so much!!! This is superior service that I have come to expect from Amazon! Thanks again!
Mohamed:It's my pleasure helping you.
You will receive a replacement confirmation e-mail to your " __________@yahoo.com" e-mail address after this chat conversation. Please feel free to view it.
Thank you for contacting Amazon Kindle support.We look forward to seeing you again soon.

Posted on Jun 21, 2013 11:47:13 AM PDT
Courtney says:
If the Kindle has a user defect they will have you send your Kindle back and will send a replacement for $135.00. Go to http://amazon.com/kindlesupport , click on "contact us" on the right hand side of the screen, then you answer some questions and they will call you immediately.

In reply to an earlier post on Jun 19, 2013 3:39:50 PM PDT
jm says:
the price is now 135..

In reply to an earlier post on Jun 18, 2013 8:49:21 AM PDT
I'm sorry to hear about your broken Kindle Fire HD screen, but like any other electronic device (laptop, gps, cell phone) or automobile component, manufacturer warranties do not cover accidental damage... they cover manufacturer defects.

The purchase of supplemental damage warranties (much like purchasing collision/comprehensive insurance on your automobile) is what covers those situations which fall outside the scope of a manufacturer defect.

If you try to contact Kindle Customer Service (not Amazon customer service) during Seattle business hours, they may offer you a discount on a replacement device, but this is a courtesy on their part, not an obligation.

Posted on Jun 17, 2013 7:36:07 PM PDT
This is all a LIE because I just broke my screen on my kindle fire hd and they WILL NOT replace it. I will never buy another one and I don't recommend anyone buying one just for the customer service. The man I talked to was very rude and I was going to buy two more but not now. I JUST BOUGHT 2 KINDLES ABOUT 3 MONTHS AGO. NEVER AGAIN WILL I GET ANYTHING FROM AMAZON AGAIN.

In reply to an earlier post on Jun 10, 2013 6:21:48 PM PDT
"The company sells the devices at or below cost."
"Amazon makes money from kindle fires."

You don't see a conflict between these two statements?

In reply to an earlier post on Jun 10, 2013 6:10:27 PM PDT
brownaygirl says:
I'm in the same predicament Carol. My kindle fell in a drawer right beneath it and the screen is all cracked. I called customer service and they told me the same thing, to buy a new one. My kindle is working fine. I just need to replace the screen. They said that the labor cost more than a new kindle. Like you Carol I was very disappointed with the response. I'm exploring other venues. Good luck with yours!

Posted on Jun 1, 2013 7:07:32 PM PDT
m says:
I found some interesting information regarding amazon kindle fire profits.

"Amazon's business strategy with its Kindle Fire tablet line has always been about content consumption. The company sells the devices at or below cost and profits when people buy and read eBooks or magazines, watch movies or TV shows or subscribe to Amazon Prime. Now, according to ABI Research, things may be getting just a little less tight over at Amazon's tablet department. A new report determined that if each Kindle Fire generates only $3 in revenue a month, Amazon will be looking at more than 20-percent profit."- http://www.mobiquityinc.com/

Also : " Amazon is launching its larger tablet in the UK, Germany, France, Italy, Spain and Japan. Dave Limp, president of Amazon's Kindle business, said the company has increased production of the devices in conjunction with the overseas launch. The cost of making the tablets has fallen with greater economies of scale, letting Amazon cut prices, he said." www.chicagotribune.com

Amazon makes money from kindle fires. They could have a more cost effective repair option but they choose not too. ( replacement glass sells online for around $40 -amazon could get it cheaper im sure- + $20 -a high estimate - for a tech to put it on + s&h is still less than 130-170 that amazon charges.

In reply to an earlier post on May 31, 2013 11:27:49 AM PDT
Unlike Apple, which has been suggested as an example several times in this thread, Amazon does not make several $100 profit on each sale of a Fire. In fact they say (and independent cost analysis has supported) that they are selling Fires and other Kindle models for approximately what it costs them to manufacture them. This means if they provided free repairs or replacements they would be losing money on each such repair.

The $165 replacement cost is pretty much the cost to build a Fire, less what they may make after repairing and reselling the exchanged device. Nobody is making any money here.

Amazon didn't break the Fire. They don't owe you anything at all. But they are trying to do what they can to offer you a replacement that costs you the minimum they can provide without losing money. And they are NOT in the business to lose money.

Posted on May 31, 2013 11:01:37 AM PDT
I do think I have a right to be disappointed and I do have a right to promote or disapprove of any device. My issue is not the broken screen,these tablets are fragile but $165 to replace it,that is ridiculous,Amazon need to revisit their policy on this issue. They are certainly not at fault but to buy a kindle for $200, replace a broken screen for $165, then return the broken screen one which is working fine (added cost). Must I assume that Amazon will fix the broken screen kindle for less than$165,then resell it? If my assumptions are correct then please Amazon revisit your customer's care because there is no way that would benefit the customer and if that is the reality then I firmly stand behind what I said in not recommending the device. May I hasten to say it could very well be assumptions on my part that are baseless,but I am looking at the logical sequence of events.

Posted on May 31, 2013 9:56:42 AM PDT
I just scratched my iPad screen (yes it was one of my kids that scratched it) and apple fixed it while I waited in the apple store. It was less than a year old. I can't believe they wouldn't do the same if it was cracked as well. When my son broke his kindle fire screen instead of paying for a refurbished one we opted to replace it ourselves. It took maybe 20 minutes and was easy. Once you open it up though you void the warranty. It was worth it to us. We did have one kindle fire replaced for free that stopped charging with minimal trouble. Don't get me wrong we like out kindles we have 6 now and 3 iPads and 2 iPhones, however we have always had better luck with apple service as opposed to amazon maybe because we can go directly to the apple store when we have problems and not deal over the phone to an overseas operator.

In reply to an earlier post on May 31, 2013 8:39:42 AM PDT
Last edited by the author on May 31, 2013 8:41:51 AM PDT
Carol, The Fires or any Kindle were not advertised to be strong and durable. A drop from a foot, even if not done forcefully, may cause a crack or actual breakage. It depends on how the device landed. It is glass. You cannot really predict the trajectory of the device as it is falling, no matter the distance.

I tripped and almost fell and sent my Kindle PaperWhite, which has a much more fragile screen than the Kindle Fires, slamming against the floor where it bounced twice before landing. I just knew it must have disintegrated the screen. It was fine. How lucky I was! My friend's dog nudged her iPad off a shelf on her bed-side table that was less than a foot off the ground. The screen resembled a jigsaw puzzle when she picked it up. Of course, Apple didn't replace it, nor was she offered any discount. User caused breakages (drops) aren't covered by manufacturer's warranties--by any company that I know of--unless you purchase an extended warranty that covers such things.

So... you won't recommend the Kindle Fire to others--shrugs; that's your prerogative; but what you're basing this on is anger for not getting something you do not deserve in the first place--Amazon is not at fault.

In reply to an earlier post on May 31, 2013 8:09:36 AM PDT
When and where was any Kindle promoted as "strong" OR "durable"? I certainly haven't seen that in any Amazon advertising or on the product page. They're promoted as scratch-resistant, but that's about it.

Posted on May 31, 2013 5:08:48 AM PDT
I AM VERY DISAPPOINTED!..My kindle fell just about 1 foot and I do take responsibility for that. Surprisingly the screen broke. How could a device promoted as strong ,durable break so easily,it was not thrown to the ground but just an accidental fall and it was in a protective case. To make matters worse I called Customer service,seeking help especially knowing that I bought the kindle just under two months. I was told that the screen could not be replaced,unless I pay $165. They also stated I needed to return the old kindle within 30 days. How will that benefit the customer?Might as well I add another $40 and buy a new kindle and keep the old one. It makes no sense!That was not the help I was looking for and I am very disappointed. I love the device but I find it hard to recommend it to others.

In reply to an earlier post on May 29, 2013 11:04:26 PM PDT
This is another one of those threads they need to lock.

Posted on May 29, 2013 9:46:26 PM PDT
Not impressed. Bye.

Posted on May 29, 2013 7:09:35 PM PDT
My daughter dropped my Kindle Fire and......you guessed it, the screen cracked. I called Amazon/Kindle customer service (located in the Phillipines) and received a gentlemen who's speech was very difficult to understand. I was able to understand that he told me my Kindle is not covered (due to drop) and then offered me what seemed like dozens of discounted Kindle options.
Several thoughts; 1) Not impressed with the durability of the Kindle Fire, 2) Not impressed with the fact that customer service is in the Phillipines and I struggled to understand the CS rep and 3) Not interested in another Kindle product........I'll stick with the ipad and ipad mini.

Posted on May 11, 2013 2:35:26 PM PDT
The screen is easily replaceable. As low as 40 bucks for a new one if u shop around. I plan to replace my screen soon.

Posted on May 7, 2013 1:21:06 PM PDT
Last edited by the author on May 7, 2013 1:22:47 PM PDT
CrookedHalo says:
Turns out SOMETHING did happen..... after another call to customer support, turns out it should have been replaced under warranty with my first call to them. That SOMETHING is called a manufactures defect.

I told him all the same stuff that I posted here and that I told the lady on the first phone call. According to customer service if the screen has spider web cracks, it means the kindle was dropped and that is not covered under warranty. If it has a single crack, like my sons it means the glass had a bubble in it (manufactures defect) - which IS COVERED under warranty. So when he was playing on it the continuous back and forth over the "weak spot" in the glass eventually caused the glass to crack. He looked at the notes made by the prior customer service rep and said that she even wrote that it was a single crack, and it should have been replaced. He also stated that he was going to send out an email to the other representatives with some retraining.

To all you new posters, turns out being on this forum was not a complete waste of time. Going back and reading the 1st ten or so pages of this forum and reading even more people who have had similar problems and seeing how the "Kindle Forum Pro" posters like to bully not only those who say they dropped it and caused damage, but also those who say the kindle wasn't dropped, got me to take the time to make a second call. If you KNOW you didn't drop your kindle and the glass "just randomly crack" ed on its own... take the time to make a phone call or two to customer service and don't let yourself be bullied by the Forum Pros.

I got my Flame Suit on... LOL

In reply to an earlier post on May 7, 2013 11:22:12 AM PDT
There is no agree to disagree when it comes to cracked glass. Glass doesn't just randomly crack on its own. SOMETHING has to happen to it.
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Discussion in:  Kindle Help Forum
Participants:  165
Total posts:  420
Initial post:  Jan 1, 2012
Latest post:  Jul 16, 2013

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