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Customer Discussions > Kindle forum

kindle paper white problem

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Showing 1-21 of 21 posts in this discussion
Initial post: Dec 16, 2012 12:50:39 PM PST
Judy Cavins says:
I spilled a bottle of water on my kindle paper white and of course it is frozen. Is there any hope it will dry out and be useable or am I doomed

Posted on Dec 16, 2012 1:01:01 PM PST
Lisa says:
Put your kindle in a bag of uncooked rice for 2-3 days. The rice will draw the moisture out. It might still work.

In reply to an earlier post on Dec 16, 2012 1:23:55 PM PST
Judy Cavins says:
thanks. I will try this

In reply to an earlier post on Dec 16, 2012 1:26:22 PM PST
Judy Cavins says:
just lay it on top of the rice. will the rice get in the charging socket be a problem

Posted on Dec 17, 2012 1:54:06 PM PST
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on Dec 17, 2012 2:02:50 PM PST
P. M. H. says:
Judy, folks say to bury the Kindle in a bag of dry, uncooked rice and just leave it along for two to three days. This works for some. I have NEVER heard of prying the cover open - voids the warranty.

If the rice doesn't work, try Amazon Kindle CS during regular work hours, PDT. Sometimes,they can help since it is so new.

In reply to an earlier post on Dec 17, 2012 4:08:45 PM PST
Judy Cavins says:
good info. thank you

In reply to an earlier post on Dec 17, 2012 4:18:58 PM PST
Julius, you really need to use caution when you are considering giving someone that type of advice. In this case, it is a very bad idea.

Judy's Paperwhite is still under warranty. Amazon is very good about replacing e-ink models that were damaged by the user. If she were to pry the Paperwhite apart, she would void the warranty.

Please don't suggest such drastic methods to other users.

In reply to an earlier post on Dec 17, 2012 4:21:57 PM PST
Just Peachy says:
No! Do not try to remove the cover.

In reply to an earlier post on Dec 17, 2012 8:04:46 PM PST
Last edited by the author on Dec 17, 2012 8:06:10 PM PST
default warranty does not cover water damage

In reply to an earlier post on Dec 18, 2012 4:58:22 AM PST
P. M. H. says:
Julius, if you notice I said "sometimes". Amazon has been known to be generous when a very new Kindle is damaged. At the least, they will give a discount on a new one.

And, she should not try to pry it open. That really voids the warranty.

In reply to an earlier post on Dec 18, 2012 5:24:21 AM PST
No, of course not. "Whoops" aren't warrantied. But Amazon being what they are, with the service they have, if the customer does everything they can to save the device, to no avail, it is *possible* that the CS rep might take mercy on her.

They may not replace it under warranty, but they might give her a deal on a refurb, so at least she'd have that.

Posted on Dec 18, 2012 5:45:13 AM PST
Last edited by the author on Dec 18, 2012 6:00:32 AM PST
I've had great experiences with Amazon replacing damaged Kindles during the warranty period, even when due to accidental damage. I think a lot depends on the customer service rep who takes your call. Over the years, they've replaced two of mine even though I was candid about the cause of the damage.

The first time, before I wised up and started using covers, someone accidentally knocked one of mine off a table and it fell flat on a tile floor. The screen froze up and I called Kindle support. After taking me through the normal troubleshooting steps without success, the rep sent me a replacement.

The second time, while traveling, a bottle of coffee liqueur broke in my luggage and made a huge mess of everything, including one of my Kindle Keyboards. Even after cleaning it up, it was still gummed up with sticky syrup and the buttons and keyboard didn't work right. Again, I told the Amazon rep what happened and asked how I might clean them. He told me to return it sent out a replacement at no charge.

Since so much depends on the CS rep who takes your call, here's my suggestion (although others may disagree on ethical grounds). Initially, I wouldn't tell them you spilled water on it. I'd just explain the symptoms (i.e. frozen screen). They may not even ask about how the damage may have occurred. If they do, it's your call as to whether to tell them about the water spill. In either event, they should send a replacement. When they receive the old unit, they reserve the right to inspect it and determine if the problem is due to non-warranty damage and to bill you for the replacement if they determine it wasn't covered by the warranty. It's highly unlikely they'll charge you but, if so, you haven't lost anything by following their rules.

As a matter of corporate policy Amazon is very generous with their Kindle replacement policies because they are much more interested in their customer service reputation and in your future business than they are in grilling you about how the damage may have occurred.

In my case, I spend $50 to $100 per month in Kindle purchases and I'm certain Bezos and company are more than happy to keep me as a satisfied, active Kindle owner. Additionally, because Amazon has earned my trust and has given me such great Kindle service. I spend another $1,000 to $2,000 a year on other, non-Kindle purchases from Amazon.

In my opinion, Amazon is the best, most customer oriented business there is. They've earned my loyalty and my business. I even buy from them when I know I can get a better price from someone else, so long as the price difference isn't ridiculous.

Good luck. If yours doesn't dry out and work fine, I hope your experiences with CS are as good as mine have been.

Posted on Dec 18, 2012 6:40:35 AM PST
P. M. H. says:
Judy, a different opinion. Do be upfront about the water spill. Folks are more willing to help you if you are simply honest with them. It also teaches our kids to take responsibility.

Posted on Dec 18, 2012 10:25:12 AM PST
Judy Cavins says:
Wow lots of good input. Thanks guys! I am calling cs today. What will be will be. Even if I have to buy a new one again I am ok with that.
Love my kindle and amazon

In reply to an earlier post on Dec 18, 2012 11:03:02 AM PST
Last edited by the author on Dec 18, 2012 11:03:43 AM PST
flipoid says:
I agree, P. M. H. If it were me, I'd call and say something like: "I accidentally spilled water on my Kindle and now it has a frozen screen even after drying out. Do you have any suggestions about what else I can do to try to fix it?" Then it's up to them to say they'll replace it because it's under warranty, or offer a refurb or new one at a discounted price, or say, "Sorry, water damage isn't covered."

Taking responsibility for one's actions is always a good way to go.

(Edit: Judy, please let us know how your CS call goes!)

Posted on Dec 18, 2012 11:04:31 AM PST
Also remember, you have to send the old one back if they send you a new one. I'm guessing someone there will know water damage when they see it.

In reply to an earlier post on Dec 18, 2012 3:43:29 PM PST
Judy Cavins says:
Could not be happier that I have "stuck" with Amazon and Kindle. I did by the warranty so although I am at fault they are replacing my kindle. Life is good😆

In reply to an earlier post on Dec 18, 2012 4:06:38 PM PST
Judy Cavins says:
agreed. they are replaving my kindle. go amazon and kndle

Posted on Dec 18, 2012 4:47:27 PM PST
P. M. H. says:
Great news, Judy. Thanks for reporting back.

In reply to an earlier post on Dec 18, 2012 5:11:05 PM PST
flipoid says:
So glad that your Kindle is being replaced. Is the wish list on your account for *you*? (-;
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This discussion

Discussion in:  Kindle forum
Participants:  10
Total posts:  21
Initial post:  Dec 16, 2012
Latest post:  Dec 18, 2012

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