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Kindle Paperwhite - sudden hairline crack in screen


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Showing 1-25 of 61 posts in this discussion
Initial post: Jun 26, 2013 9:59:11 AM PDT
Gareth Lee says:
Hi guys,
I have a Paperwhite screen which spontaneously - yes spontaneously cracked. What I mean by this is that it was not dropped, damaged or mishandled in anyway.

I know this because it happened as I was reading it - I literally looked away and looked back and there it was. It's obviously noticeable, as light shines out of the crack and there's a long shadow cast down the screen by it.

Now I've done a search and I've failed to find many cases of this happening, so thought I'd post this just in case I'm not the only one. I've uploaded some pictures to show what this looks like under different conditions.

My main concern now is relaying this to warranty, as they might consider it as damaged by me. The surrounding area is undamaged, I've also kept it in a case but I suspect this would be a difficult case to prove.

Anybody have any idea if Amazon will honour such a claim or have a similiar experience they could share, it is still under warranty I believe.

Pics below:

http://imageshack.us/a/img40/2368/p6ct.jpg
http://imageshack.us/a/img11/5442/bqxt.jpg
http://imageshack.us/a/img835/4231/64xs.jpg

In reply to an earlier post on Jun 26, 2013 10:05:21 AM PDT
It is still under warranty - all PaperWhites are. Call Kindle Customer Service. They will take care of you.

In reply to an earlier post on Jun 26, 2013 10:10:51 AM PDT
OMG. It's the crack from Amy's wall. The time-space continuum is going to rupture in Gareth's Kindle.

Posted on Jul 31, 2013 4:25:32 PM PDT
The exact same thing happened to me! I just looked away and when i looked back there was a crack. This is crazy. Here's a picture:
http://img832.imageshack.us/img832/4534/k03e.jpg

Did you get it on warranty?

In reply to an earlier post on Jul 31, 2013 4:31:15 PM PDT
Jazzy_Jeff says:
Do mirrors crack on you also....:)

In reply to an earlier post on Jul 31, 2013 4:33:16 PM PDT
Never.

Posted on Aug 19, 2013 10:47:11 AM PDT
Last edited by the author on Aug 19, 2013 10:47:26 AM PDT
I had this EXACT same issue. I have both scratched and cracked Kindles in the past, including dropping one from about 2 feet and rolling on top of one when I fell asleep reading in bed. This problem was neither a normal scratch nor a crack.

The good news is that Kindle support was very good about helping me and sent a replacement to me at no charge. I continue to be amazed at how great Amazon support is.

Posted on Sep 11, 2013 8:17:10 AM PDT
Barbara says:
This just happened to me, too. I contacted Kindle and they're sending a replacement. Their customer service is top notch!

Posted on Sep 11, 2013 8:29:18 AM PDT
Miss Carol says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

Posted on Oct 3, 2013 8:19:29 AM PDT
I just had this same problem on the 2013 Paperwhite, not 12 hours after I unpacked it. Best Buy gave me no trouble exchanging for a new unit.

Posted on Oct 28, 2013 10:32:17 AM PDT
Just had the same thing happen to me while Kindle was sitting on a table. Was reading, turned away to take a call, turned back and when I powered back on the light leaking crack was there. Looks just like Jonas Magnusson post. My experience with prior Keyboard Kindle was perfect customer support; it was replaced twice within 12 months and this last one is still going strong 2 years later. (Only upgraded for the backlight.) Good to hear I can expect same service with this one, which is 2 months old.

In reply to an earlier post on Oct 28, 2013 11:04:40 AM PDT
Last edited by the author on Oct 28, 2013 11:05:00 AM PDT
LOO LOO says:
I think owning several Kindles (or even just one) qualifies the OP as a Kindle owner. He was just posting to see if this happened to anyone else. Glad to see that in subsequent posts, these devices were being replaced.

Posted on Oct 28, 2013 12:24:10 PM PDT
I got my Kindle PW replaced. Amazon has very good customer support. :)
(I also got a cracked screen, I posted a picture of it earlier in this thread)

Posted on Dec 4, 2013 2:36:44 PM PST
Marsqueen says:
I have just had this happen to me this very moment!

Posted on Jan 12, 2014 6:06:43 PM PST
Last edited by the author on Jan 13, 2014 1:13:05 PM PST
S. Yeany says:
Happened to me after owning my Paperwhite for a month. Fine when I put it away last night...cracked this eve. Never dropped or mistreated in anyway. Going to take it back to Best Buy!

Update: BestBuy said they wouldn't replace the Paperwhite, as it was considered 'accidental breakage' and that I needed to contact the manufacturer. I called Amazon customer support and they are sending a replacement tomorrow! They also emailed me a prepaid return label to send the old Paperwhite back to them. Awesome customer service!!

In reply to an earlier post on Feb 25, 2014 3:39:41 PM PST
V. wilroy says:
I have the same problem. Picked it up and there it was.

Posted on Feb 26, 2014 12:02:17 AM PST
Amazon is great about replacing items which are under warranty, and even some which are not. Room temperature may be to blame for the cracks. If the room is too cold, or too hot, it can cause the screen to contract, or expand, enough to cause cracks, perhaps. Holding the device too tightly, or bending it while holding it, may be to blame. These things are fragile, and need to be babied. I have heard that the PW1, and PW2, have thin plastic screens...which would explain their being so fragile, if true. I also hear rumors that the PW3 will have a thicker glass screen. That would make it slightly less fragile, but I will still baby the one I buy. If you have a cracked screen-or any problem-contact Customer Service ASAP.

In reply to an earlier post on Feb 27, 2014 12:48:28 PM PST
S. Yeany says:
I understand that to get a thin client you need to sacrifice durability, but I've had a B&N Nook for years that's taken a beating. If Amazon wants their Kindles to be the best, they need to find a way to make a device that doesn't need to be 'babied'. That's what folks are looking for in today's tech market.

In reply to an earlier post on Feb 27, 2014 12:52:57 PM PST
The e-ink screens are made by the same company. E-ink screens aren't robust. It's just the way it is.

In reply to an earlier post on Feb 27, 2014 1:01:05 PM PST
Meh. My 10-year-old son has a 2-year-old Kindle which gets dropped from the bed, lost in the sofa, carried around the house, and in and out of the car. It's fine.

Posted on Mar 11, 2014 8:03:32 PM PDT
Mine did the same thing today. I was reading, set it down and maybe 15 minutes later, I noticed the crack. I have had mine for a year and a half and received it as a gift. Will contact customer service to see if anything can be done.

Posted on Apr 8, 2014 4:11:17 AM PDT
Mr. P. David says:
Just had this happen to me. No drop, bash or crash.

Amazon called me back and are sending a replacement Kindle.

Fantastic service from Amazon.

In reply to an earlier post on Apr 8, 2014 10:33:08 AM PDT
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on Apr 8, 2014 10:41:18 AM PDT
Did I tell you about Jo-Jo the Fire-breaker? At my son's basketball practice (hard wood floor), this *tiny* little boy, he couldn't have been 2 yet, threw a fit because his siblings both had screen-things they were playing with.

His grandma reached into the tote, and handing this *infant* a NAKED 7" Fire. No cover, no case, nothing. His sister swiped it on for him, and he stood there (yeah, stood, with a fragile device) and swiped it a few times.

Then he lifted his arms and ~*SMASHED*~ the Fire to the floor. Grandma picked it up, looked at me and said, "I can't believe that." I said, "Yeah, Fires aren't for babies." She said, "No, I can't believe it just broke like that."

True story.

In reply to an earlier post on Apr 8, 2014 10:52:04 AM PDT
S. Yeany says:
You might want to Google Videotape format war, war of electric currents, triumph of the internal combustion engine. Or for that matter, why Google won the search engine war.
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Discussion in:  Kindle forum
Participants:  39
Total posts:  61
Initial post:  Jun 26, 2013
Latest post:  9 days ago

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