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5-way Controller not working, does Amazon repair?


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Showing 1-16 of 16 posts in this discussion
Initial post: May 2, 2014 1:48:24 AM PDT
The 5-way controller on my Kindle Keyboard 3G recently failed to function properly - UP sends it down, the SELECT button is completely unresponsive. I can't select a book to read. I e-mailed Amazon about this hoping I can send it in to be repaired.

Has anyone else experienced this issue, and were you able to get it repaired?

Thanks for any help!

In reply to an earlier post on May 2, 2014 2:47:47 AM PDT
Jazzy_Jeff says:
No, Amazon doesn't repair Kindles.

In reply to an earlier post on May 2, 2014 8:10:23 AM PDT
❤ Ann says:
Have you tried rebooting your Kindle? To do that, make sure it's charged, unplug it, slide and hold the power switch over for a full 30 seconds (time it), then release and leave it alone for a few minutes while it restarts.

If that doesn't resolve the problem, you should contact customer support. Click the 'Help' link at the top of any Amazon page, then the 'Contact Us' button. The phone or chat option would be best, for real-time troubleshooting. If they can't help you get the Kindle working again, they can go over your replacement options with you.

Posted on May 2, 2014 12:04:11 PM PDT
Great thanks I'll try that - one question, does rebooting the system erase any books or files currently on the kindle?

In reply to an earlier post on May 2, 2014 12:04:44 PM PDT
No, it's a simple reboot, just like any computer.

Posted on May 2, 2014 12:12:37 PM PDT
Rebooted, problem hasn't been fixed. Any other suggestions?

In reply to an earlier post on May 2, 2014 12:14:39 PM PDT
Then it is possible that the controller is broken. You might call Customer Service and see what they'll do for you.

Posted on May 2, 2014 12:29:53 PM PDT
Alright, thanks everybody for all the help.

Posted on May 19, 2014 5:17:44 PM PDT
Leasha says:
I just called about the same problem. Customer service has "no explanation" for why the 5-way switch suddenly failed, and no solution beyond rebooting, which hasn't worked. Of course, my warrantee has expired. Anyone come up w/ a fix?

In reply to an earlier post on May 19, 2014 5:50:43 PM PDT
If it were me and my Kindle was useless in it's current state, I would open her up and see if I could clean the connections or see something obvious on the inside causing the problem.

In reply to an earlier post on May 19, 2014 5:58:51 PM PDT
On mine, certain buttons work...i.e., "back" goes back to the prior spot, but nothing else moves. No on/off, no forward/back, etc. So it is useless as is. I'm willing to take it apart, so long as it's safe to do so. Is it?

In reply to an earlier post on May 19, 2014 6:07:31 PM PDT
If you mean safe for you I would guess yes. If you mean safe for the Kindle, you could damage if further. But if it's useless as it is, what do you have to lose? There are youtube videos on how to open it up.

In reply to an earlier post on May 20, 2014 2:34:06 PM PDT
Did Amazon offer to replace your Kindle or provide some kind of discount for being such a loyal Amazon/Kindle customer? The warranty on mine has expired as well, I would really rather not have to purchase and entire new Kindle to keep my e-books, but i'm not really seeing any other choices here. Thanks very much for your post btw.

I have a tech friend that said if the buttons respond at all (even if they perform the wrong function) then it is not a problem with the buttons or dirty connections - the problem lies with the software being corrupted. Opening it up won't fix that.

Good luck with your Kindles everyone, I hope some solution can be found.

In reply to an earlier post on May 20, 2014 2:54:36 PM PDT
Leasha says:
Yesterday Amazon said they had no explanation and no fix but would send me a new one at a reduced rate. Mine is 4 yrs. old and off warrantee. Today when I called back to arrange shipment of the replacement, a different rep ran some kind of diagnostic from his end and said it was an internal problem, not the 5 way switch. But for whatever reason he offered me a free replacement with a newer model! I just have to send the old one back. So I am friends with Amazon again.

In reply to an earlier post on May 20, 2014 3:59:22 PM PDT
Nice, congratulations!

Hope I can come to a similar arrangement.

Posted on May 20, 2014 5:54:04 PM PDT
Leasha says:
Last week I got my DirecTV bill reduced by $15/mo just by calling and asking. So I'm on a roll! Good luck to you!
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Discussion in:  Kindle forum
Participants:  7
Total posts:  16
Initial post:  May 2, 2014
Latest post:  May 20, 2014

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