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Kindle Broke - lines on screen.

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Showing 1-25 of 132 posts in this discussion
Initial post: Jul 7, 2011 1:19:46 AM PDT
jo says:
Very disappointed - i bought the kindle especially to take on holidays, loaded on the books I'd been looking forward to reading and headed off. Second day - I push the button to wake it up and get whole lot of lines over the screen saver. It won't open at all, just goes through the screens, each one messed up with the same lines.Anyone else have this problem? I bought it only about a month ago.

In reply to an earlier post on Jul 7, 2011 1:28:06 AM PDT
Last edited by the author on Jul 7, 2011 1:28:48 AM PDT
Try a hard reboot. Hold the on/off slider switch fully over for 30 seconds.

Failing that contact customer service and they will more than likely replace it under warranty.

You will not lose your books as they are stored on Amazon in your archives.

You can reach customer service by phone directly and toll free from many countries by clicking the Contact Us option on the Kindle Support pages at:

Contacting them through the website allows them to verify security before a call is placed and ensures they have your account information ready when they call you.

If your country isn't listed or you're unable to take advantage of the Contact Us feature, you can call them directly at 1-866-321-8851 or 1-206-266-0927 if you're calling from outside the U.S.

Posted on Jul 7, 2011 1:49:04 AM PDT
jo says:
Thanks, Pete, very helpful. Do you have any idea how long it might take if they do replace it?

In reply to an earlier post on Jul 7, 2011 8:30:02 AM PDT
I Australia it took 5 days including the weekend. In the States I believe 2 days.

Posted on Jul 7, 2011 9:08:49 AM PDT
Rebooting won't help, the eInk screen (beneath the glass screen) is broken. The eInk screen is very fragile and can't take any kind of pressure or hard knocks. You should definitely have it in a sturdy case and not subject it to bending or pressure.

Amazon will replace it, you usually get it in a couple of days.

In reply to an earlier post on Jul 7, 2011 10:22:49 AM PDT
trek says:
I did when my unit was only three months old. Called CS and they replaced it - with overnight delivery.

Posted on Jul 7, 2011 6:06:34 PM PDT
Lectrice says:
Same thing happened to me. They replaced it very quickly, but it takes less than a day to go into ebook withdrawal.

Posted on Jul 8, 2011 2:01:10 AM PDT
jo says:
Thanks guys. I have indeed gone into Kindle withdrawal. Bought a few paperbacks to get me throught the rest of the holidays, but not the same of course. I have contacted customer service. From what you are saying they seem to be very efficient so hope for the best. Hope to be back kindling in no time.

Posted on Jul 12, 2011 2:48:41 AM PDT
jo says:
Just to let you know, Amazon is replacing my Kindle. I've been very impressed with their customer service. Well done Amazon1

Posted on Jul 12, 2011 2:51:39 AM PDT
jo says:
Just to let you know, Amazon is replacing my Kindle. I've been very impressed with their customer service. Well done Amazon!

Posted on Nov 10, 2011 6:21:43 PM PST
I am very frustrated! My kindle screen failed and I'm out of warranty since 2 months. The thing is my friend has exactly the same problem. Hello concidence! So now they are telling they wont replace my Kindle, I have to pay 65$ plus shipment to get another one. I have difficulty to accept the fact that there is a problem with the screen and they wont admit it. NOT SURE I should buy another Kindle because there is LOT of chances I WILL HAVE TO BUY A NEW ONE AFTER A YEAR! Anyway my friend and I obviously will have to. At first, when she told me about her broken screen I tought she was not lucky. You can imagine my surprise when it happend to me 2 weeks later! So, I'll see what I will do...

Posted on Jan 18, 2012 6:55:35 AM PST
I'm 3 weeks out of warranty and the thing sat in a drawer for a year, but I found it with the same problem. Amazon won't even chat with me about the issue, just that I can replace it for $85 plus shipping. What's great is when I explained to them that the item wasn't used they said that there's no way of knowing how much it was used. I then told them they have access to my account and can see that only a few books were downloaded right after purchase and none have been since.

There response, "well we don't know if you downloaded personal documents on it..." are you kidding Amazon? I'm going to use a kindle strictly for personal documents over the course of 12 months? This isn't very customer centric or business centric for that matter considering I was looking to purchase more books this year and even delve into an Amazon prime membership.

In reply to an earlier post on Jan 18, 2012 7:03:55 AM PST
Jazzy_Jeff says:
You could have gotten books from a number of places and never turned on WiFi or connected with 3G if you have it. It might have sat in a drawer but what was put on top of it? They are supposed to take your word for it? That is what a warranty is for. If you want to insure it lasts longer than the warranty period then get the extended warranty. Pretty simple.

Posted on Feb 29, 2012 9:23:18 PM PST
Palaka says:
In our family we had our 3rd (out of 7) Kindles die (with E-ink lines). We aren't rough with them, and our total comes to 3 out of seven kindles were defective. I am buying the nook the next time and starting all over, but will see if they have similar issues first. Also, I was dissapointed that I couldn't send language audios to newest kindle. I feel a bit ripped off. I love the kindle but now I am seriously doubting the quality.

Posted on Mar 2, 2012 6:11:40 PM PST
Last edited by the author on Mar 2, 2012 6:14:33 PM PST
Same problem here. My daughter's Kindle developed those same lines. I would have been quite willing to buy a new one if Amazon were to tell me what caused the problem in the first place so that we can avoid it the next time around. This is the first time in many years of dealing with Amazon that I feel let down. Why should I buy another one (except that Amazon has locked me in with my book purchases) if I can't be sure that nothing is going to go wrong with it the next time around? BTW, it was always protected with a Kindle case.

In reply to an earlier post on Mar 2, 2012 6:27:25 PM PST
All it takes is someone twisting it wrong or bumping the screen. No one can tell you exactly what you did, because it's not one specific thing.

In reply to an earlier post on Mar 2, 2012 6:38:30 PM PST
Jazzy_Jeff says:
Exactly. The e-ink screens are very fragile. Even if the Kindle is in a case and you put too much pressure on it the screen will break. If you put the Kindle in backpacks or other bags with books or a lot of items get a hard case to put the Kindle into.

In reply to an earlier post on Mar 2, 2012 6:39:25 PM PST
Jazzy_Jeff says:
Hate to tell you this but everyone uses the same e-ink screens. See how good the warranty is on the Nook compared to the Kindle.

Posted on Mar 20, 2012 8:47:28 AM PDT
Suspense Fan says:
Indeed ... you will have the same problem with any other device using the Pearl e-ink screen.

Amazon has a track record of being very responsive and immediately replacing e-ink devices with broken screens (at least when it happens the first time for a specific device).

Posted on Apr 18, 2012 11:56:19 AM PDT
I had to have two kindles replaced with this issue. Amazon replaced them because it was within the one-year warranty. Now both of the replacements have the infamous lines. When I called Amazon i was informed that replacements do not carry a one-year warranty, but instead a three-month warranty. Since it has been 4 and 6 months respectively, I have to pay to replace the screens. Instead, I am taking my money, probably purchasing an IPad or android tablet, and downloading the kindle app so I can read my ebooks.

In reply to an earlier post on Apr 18, 2012 12:24:07 PM PDT
Just remember that the android tablet/iPad will be very difficult to read outside. That is the selling feature of the eInk screen - you can read it in bright sunlight.

FYI - most warranties are based on the original purchase date. You do not get a new full warranty with a replacement. That's industry standard.

Posted on May 21, 2012 3:22:59 AM PDT
Juju L. says:
My first kindle developed unread-able screens with lines in the 14th month and Amazon said warranty finished so offerred to sell me another one for half price. I then started using my husband's kindle which he had never used and after 2 months it also developed the lines in the screen. Amazon responds that the warranty is finished and again offered a half priced kindle. FOLKS, UNDER U.S. LAW A MANUFACTURER MUST MAKE GOOD ON A DEFECTIVE PRODUCT REGARDLESS OF THE WARRANTY TIMING. I took excellent care of my kindles and am concluding from my experiences and reading what happened to other people that this product is truly defective. The responses of to date are unsatisfactory.

In reply to an earlier post on May 21, 2012 3:41:32 AM PDT
My first kindle took a year and a half to develop those horrible black lines. Apparantly kindles are very sensative to power surges and drops. So, when I got my new one, I bought a voltage regulator to use while charging mine and my husbands. So far, so good. I felt I had not choice but to buy another at half price since I have over 300 kindle books. I think if there are any more problems I would go for an Ipad. They are back lit so it still can be read in the dark. Good luck.

In reply to an earlier post on May 21, 2012 3:46:42 AM PDT
You can get the kindle app for your computer and read your kindle books that way. It is how I survived kindle withdrawal when my e-ink went bad.

In reply to an earlier post on May 21, 2012 4:03:18 AM PDT
Sooo...his didn't break until after you started using it. Is that right?
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Discussion in:  Kindle forum
Participants:  56
Total posts:  132
Initial post:  Jul 7, 2011
Latest post:  11 days ago

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