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No Amazon support for Kindle DX


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Initial post: Nov 28, 2012 9:05:31 AM PST
ethanji says:
Kindle DX, Free 3G, 9.7" E Ink Display, 3G Works Globally

As a surprise to me today, Amazon no longer supports the Kindle DX in any way, shape, or form. Although Amazon customer service was fully responsive and did as much as they could from their standpoint; in the end they could not either repair or replace their fantastic original product.

For my purposes I really wanted the screen space provided by the DX and did not care for the new options as much as the requirement for additional screen space. There is no other comparable products that can provide the same amount of screen space for technical documentation. It is disappointing and surprising that there is not even an option to repair this product or provide a similar type product with similar screen space through direct Amazon options.

This is a warning message to all those thinking about purchasing this product from a third-party vendor or in the future purchasing some of the less standard Amazon provided products. These products are not supported and cannot be repaired if anything happens to them. I recognize that support always does have a sunset date, but just a year and a half after purchase seems a little light for no options for repairing or replacing something without any alternative comparable options. Also, if a new DX is on the horizon they need to disclose that fact or not leave a service gap between models. Even if a new one exists soon, I might be tentive to proceed since the old one discontinued support without providing any viable alternatives.

Overall I am disappointed at the situation, but should probably chalk this up to a first adopter risk for a new technology that may not have been popular with the masses.

In reply to an earlier post on Nov 28, 2012 9:18:22 AM PST
Last edited by the author on Nov 28, 2012 9:51:34 AM PST
Kindles, for the most part, have never been repairable. They can't offer you a similar product because there isn't one.

Edited to remove incorrect statement

In reply to an earlier post on Nov 28, 2012 9:26:15 AM PST
CBRetriever says:
weren't they still on sale earlier this year?

I'm not sure myself, but it's only been recently (since the September announcement of the new Kindles), that I've seen people complaining about them being discontinued

Posted on Nov 28, 2012 9:29:54 AM PST
Last edited by the author on Nov 28, 2012 9:31:13 AM PST
ethanji says:
I never said it was under warranty. I only wanted the same type product to replace the current product or a repair option. I was fully willing to pay for those choices.

In reply to an earlier post on Nov 28, 2012 9:30:17 AM PST
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Posted on Nov 28, 2012 9:31:36 AM PST
T. Cook says:
"Overall I am disappointed at the situation, but should probably chalk this up to a first adopter risk for a new technology that may not have been popular with the masses."
"just a year and a half after purchase"

What year did you buy this? the Kindle DX was announced in May 6, 2009, the DX Graphite went on sale July 1, 2010. This is now 2.5 years after the latest DX came out, you are not a first adopter if you bought it 1.5 years ago...

How long did you expect the provided 1 year warranty to last?

In reply to an earlier post on Nov 28, 2012 9:31:46 AM PST
Cassie Anne says:
Amazon has never repaired Kindles. And why do you think Amazon is obligated to keep selling a product you want?

In reply to an earlier post on Nov 28, 2012 9:37:24 AM PST
ethanji says:
In consumer electronics and software industries most companies continue supporting products for 5 to 7 year time peroids. Microsoft is still supporting Windows XP and that was released more than 10 years ago. Apple supports products for about 7 years as well. The DX product is currently bricked, which means that it could be a software malfunction and might be correctable, but there is no means of attempt...it is frustrating to see something sitting next to you that seems like it should work, but doesn't or can't.

Posted on Nov 28, 2012 9:42:13 AM PST
CBRetriever says:
they still support it - it's just that:

1. There are no repair facilities for kindles and there never were
2. There aren't anymore to offer a replacement

what they will d is ,if the kindle is still in warranty, offer a certain amount as a discount towards buy a new kindle of a different kind

btw, Windows XP is software and not hardware - Dell doesn't sell parts for my 3 year old out of warrant computer - I have to take care of repairing it/finding parts elsewhere and the same is true for Apple Devices once they're out of warranty

In reply to an earlier post on Nov 28, 2012 9:44:32 AM PST
ethanji says:
Even an extended warrenty would not work. You simply cannot have a DX anymore in any way shape or form from Amazon. There are no repairs available and there are no alternative Amazon products to replace the DX with at the moment (same screen size). They told me they do not have anything in stock to even offer a replacement at any price. An extended warrenty will not get you a DX, it will just get you a paperwhite, fire, or some other aternative current product. Some people want the DX specifically and not the new products.

In reply to an earlier post on Nov 28, 2012 9:46:02 AM PST
Cassie Anne says:
My DX works just fine. Or at least it did a couple of hours ago. If it has stopped working in the meantime, I know I won't be able to find a similar product - or have Amazon repair it. They've never repaired Kindles, to my knowledge.

What exactly do you want other customers to do for you?

In reply to an earlier post on Nov 28, 2012 9:51:33 AM PST
CBRetriever says:
it's like trying to buy a Kindle Touch (mine is less than a year old and still in warranty)

In reply to an earlier post on Nov 28, 2012 9:53:57 AM PST
I have seriously been considering selling my DXG. I loved it at first, and used it all the time. Since getting the Basic, and now the Paperwhite, I find it unwieldy. If it had lighting like the PW, I would probably like it more, but the page turn buttons only on the right side bugged me a bit when reading in bed.

The large screen of the DX, combined with Paperwhite lighting and touch, and no external keyboard...now that would be great.

In reply to an earlier post on Nov 28, 2012 9:54:38 AM PST
ethanji says:
The point is that there are options to repair it through Dell and Apple- even if expensive options. You can certainly take anything into the Genius bar at Apple even if it is 15 years old and have them help to repair it (I've seen this work out for friends). Apple, Dell, and Microsoft will make an attempt to help with software problems, even if it doesn't work out. In the circumstances that it doesn't work they offer similar products that can be purchased for replacement. Amazon has no similar product for replacement on the DX at this moment. Maybe some random alternative product does exist (I'm not aware of it), but I do like the Amazon shopping environment platform on these products better than a Sony or Nook ereader or something alternative like that.

In reply to an earlier post on Nov 28, 2012 9:59:45 AM PST
Last edited by the author on Nov 28, 2012 10:14:44 AM PST
Dog Lover says:
<Some people want the DX specifically and not the new products. >

Yeah, well, ...

I "want" a lot of things. There are many "new" products that I feel are less attractive than those they replaced.

Tough. It is what it is.

DL who LOVED her first (now discontinued) cell phone that (seemingly) weighed about 5 pounds, didn't do the text/camera/etc. type things but also didn't get lost down in her purse or briefcase like the new tiny phones do.

In reply to an earlier post on Nov 28, 2012 10:01:27 AM PST
Cassie Anne says:
I still use mine a lot at home, although I take my KK with me everywhere else. The larger screen is nice, but I also miss having page turn buttons on both sides.

Posted on Nov 28, 2012 10:02:26 AM PST
CBRetriever says:
"In the circumstances that it doesn't work they offer similar products that can be purchased for replacement. Amazon has no similar product for replacement on the DX at this moment."

I'm sure they consider the 8.9" Kindle Fire to be a replacement, or a step up, as it's only a trifle smaller than the DX and is actually far superior for zooming in on charts and graphs and diagrams

In reply to an earlier post on Nov 28, 2012 10:03:39 AM PST
ethanji says:
I was just warning others not to buy anything outside of the mass popular product lines, since repair or replacement is not an option. My issue is most likely specific only to my circumstances and device. The DX is a fantastic product and hopefully you can continue using it many more years before you need to throw it away. It is unfortunate that we live in a thow-away world where very little can be repaired and the end result is additional ecological waste for what potentially might be a minor software correction... but that is completely unknown to me this point.

In reply to an earlier post on Nov 28, 2012 10:08:28 AM PST
ethanji says:
How many years was that cell phone used? Maybe at least 3 to 4 years? That was my minimum expectation on the DX product as well.

In reply to an earlier post on Nov 28, 2012 10:08:32 AM PST
Just Peachy says:
What is wrong with your DX? What symptoms are you seeing?
Why do you believe it is a "minor software correction"?

In reply to an earlier post on Nov 28, 2012 10:09:59 AM PST
Just Peachy says:
If I buy a cell phone that was released 3 years ago, I would not expect the manufacturer to be willing to repair it.

In reply to an earlier post on Nov 28, 2012 10:10:20 AM PST
Dog Lover says:
About 2 years.

The point is that products get discontinued.

Live with it.

DL

In reply to an earlier post on Nov 28, 2012 10:14:17 AM PST
quilt lover says:
So seriously, I know people are giving you a hard time, but if you tell us the symptoms your DX is experiencing maybe someone can help. At this point I would consider it a challenge ;)

In reply to an earlier post on Nov 28, 2012 10:17:14 AM PST
Dog Lover says:
Now see?

Asking for help with a specific issue would have made all the difference.

Frankly, I thought the OP was ok - a "warning" to those who may not realize that this model isn't supported.

Then s/he visited Whineland and Justification Territory. That's when I joined the hard-time club.

DL

Posted on Nov 28, 2012 10:17:15 AM PST
Depending on what symptoms it is having, there are lots of DX bits and parts sold on eBay. Someone who likes to tinker around may like that challenge.

Ethan, why not tell us what is going on with your DX?
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This discussion

Discussion in:  Kindle forum
Participants:  21
Total posts:  84
Initial post:  Nov 28, 2012
Latest post:  Dec 29, 2012

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