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Customer Discussions > Kindle forum

If You Have A Kindle PaperWhite With Screen Discoloration - Read This

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Showing 1-25 of 124 posts in this discussion
Initial post: Oct 10, 2012, 12:41:38 PM PDT
Paulette says:
Kindle engineers are now aware of the issue about Kindle PaperWhite devices with screen discoloration/blotches.

I have had two Kindle PaperWhite devices (one was a replacement) with blotches of subtle color bands on the screen. They are sending me out a third Kindle PaperWhite overnight.

I also received a call from Amazon asking for more information about my screen problem. They are following this very closely, monitoring phone calls to Kindle support regarding this screen issue. The engineers want to see these defective devices and are investigating into the problem. They are sending out a special return label that will return the device to Cupertino (not the usual return warehouse in KY), so that the engineers can see the defective Kindles.

If you have a problem with your PaperWhite having discoloration or blotches of colors on the screen when the light is on, contact Amazon and ask for Kindle support, and they will be following this issue closely and send out a replacement. They are working to resolve the problem and told me that they will make sure I do get a good Kindle PaperWhite with a proper white screen. Customer support is super and right on top of the issue. Be patient with them...they will make it right for us.

Just wanted to give some heads up on this matter. Hope it gets resolved ASAP!

In reply to an earlier post on Oct 10, 2012, 12:46:10 PM PDT
Good info, P.C. Thank you.

Posted on Oct 10, 2012, 1:26:20 PM PDT
Last edited by the author on Oct 10, 2012, 3:07:46 PM PDT
Steve Akers says:
I'm expecting a replacement today for this reason. Fingers crossed!

UPDATE: Just received the replacement Kindle it's the same if not worse. Number 3 is on its way. :-(

In reply to an earlier post on Oct 10, 2012, 1:28:09 PM PDT
Now this is a very helpful post, thanks for letting us know:)

In reply to an earlier post on Oct 10, 2012, 1:34:12 PM PDT
JES says:
Great post. I got my PW a few days ago and love it. I couldn't understand why people were complaining about the screen. Good to know that amazon is working on fixing this problem.

Posted on Oct 10, 2012, 1:51:06 PM PDT
Just Theo says:
Going to add this information to my review for others to see too :D


Posted on Oct 10, 2012, 1:54:04 PM PDT
Last edited by the author on Oct 10, 2012, 1:56:11 PM PDT
F. Veljko says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on Oct 10, 2012, 2:13:01 PM PDT
So it doesn't help you to know that Amazon will make sure you get a screen that works correctly? That Amazon is taking ownership of the problem and making it right? And actually, I'm sure that it is a small percentage. You just see more people reporting it here because most people aren't going to report the absence of a problem.

In reply to an earlier post on Oct 10, 2012, 2:13:59 PM PDT
Just Theo says:
Well, this helps you to know to call kindle support and request level two so you can get it corrected. I could be wrong, but if I had a screen that is poor, I would want to know to contact the correct party. I wouldn't want to keep getting amazon cs and having them send me new devices and not looking into the cause.
You're helping them get this particular problem to the right person so they can see what went wrong. I'm sure they did look at the devices before they went out, maybe something happened after the device was shipped (exposure to heat or cold - I'm not an engineer) that is causing this discoloration. Maybe QC isn't seeing all of these devices. You know most companies sample every so many of the product on the line, maybe they need to up the check to more devices. I've worked in retail and a lot of the time if we get a faulty device, we destroy the item and just send a report that customer says it doesn't work. Once they get so many reports they look at the devices on the line and see, they don't look at the actual broken devices people have destroyed.

Really, what percentage is it? Is there something they shows numbers? I've seen just as many people have the PW that have not mentioned problems as have. However, you aren't likely to see someone start a thread that says my PW works.

I understand your annoyance, I'm not trying to be rude towards you so please don't take it that way. I understand your need to vent. I've been there with wanting to vent to. Take a deep breath and be glad that they are responding to an issue for a product that was released 9 days ago. I've got a phone that has had the same problem for 2 years...... I feel like that S3 commercial where they say 'if we don't get it this time, we'll get it with the next upgrade' Only in my case, I am told the next update will fix it. I finally gave up and bought a new phone today. And I wouldn't have waited 2 years on getting a new phone if my husband had told me it was still broken (I assumed it was fixed already).

In reply to an earlier post on Oct 10, 2012, 2:21:23 PM PDT
Peter Craine says:
It helps me.

I am very interested in getting a PW for Christmas, but I'm also hesitant because of the screen issues reported by many people in this forum. I'm glad to hear this is an issue Amazon is investigating. Perhaps it will be resolved by the time I tell Santa what I want.

In reply to an earlier post on Oct 10, 2012, 2:23:59 PM PDT
Just Theo says:
I know what you mean. I considered cancelling my order. I'm glad I didn't as I don't have any problems with mine. I wish we could do polls and have people vote on whether they have a working PW or a broken one so we can get a sample of what's going on. The problem with that is people are more likely to come to the forums with problems than without problems. And then you have the issue of trolls voting that it's faulty when they don't even own one.

In reply to an earlier post on Oct 10, 2012, 2:37:56 PM PDT
Dana says:
You can get a special label to ship it back and they will send you a new one - and they believe you about the screen problem - sounds like important info!

In reply to an earlier post on Oct 10, 2012, 2:41:50 PM PDT
Jazzy_Jeff says:
Got my eyes crossed for ya....

Posted on Oct 10, 2012, 2:42:08 PM PDT
"They are sending out a special return label that will return the device to Cupertino "

I think that's to Lab126. They developed the Kindle (at least the Fire and the new models). They are in my building.

In reply to an earlier post on Oct 10, 2012, 2:45:03 PM PDT
Jazzy_Jeff says:
Return the damn thing then....

Posted on Oct 10, 2012, 3:05:37 PM PDT
Just FYI folks, I would be surprised if they need more than a few devices. So not everyone will be shipping their PW's to Cuppertino if it has this problem. They are simply pulling a few as an "Engineering" sample. This is relatively common when an issue like this happens.

In reply to an earlier post on Oct 10, 2012, 3:24:23 PM PDT
Is it necessary to return the defective Kindle Paperwhite before receiving the replacement? Even though I have the lighting dark splotches at the bottom of the device, I really don't want to have to be without my Kindle while going through the return and waiting for the replacement to be sent. I'm addicted!


Posted on Oct 10, 2012, 3:28:06 PM PDT
Dorsie says:
Maybe some of these Cupertino guys should have been in the plants in China, and taking the samples before they shipped to trusting customers. The one I got and its equally defective replacement went on a truck today, but the defects on them were not colors. They were light leaks and led's placed at different vertical levels. One cursory glance by a QC engineer would have kept these from shipping and and he could have initiated corrective measures on the production lines.

I'll have a look at the Paperwhite sometime after Christmas, and I'm done forever in ordering any electronics in the first two months of release. Maybe they will have restored the font size I need by then, too.

What really bothers me is all the energy and raw materials wasted in producing thousands of defective Paperwhites and shipping them from Chine to all over the US and then back again to Amazon. The human species just can't afford to operate like this anymore.

In reply to an earlier post on Oct 10, 2012, 3:30:38 PM PDT
Paulette says: can send it back after you get the replacement. As long as they receive it within 30 days you're fine!

In reply to an earlier post on Oct 10, 2012, 3:45:28 PM PDT
P. M. H. says:
Dorsie, which size font did they take away on the PW? I read at size 5 and 6, depending on how the eyes are feeling. Thanks.

In reply to an earlier post on Oct 10, 2012, 3:59:54 PM PDT
Dorsie - Sorry to hear that, my friend. I got a "good" one and find it so easy to read on. I may finally get around to reading the Henry VIII book you recommended to me. ;-)

In reply to an earlier post on Oct 10, 2012, 4:16:32 PM PDT
Last edited by the author on Oct 10, 2012, 4:26:29 PM PDT
Dorsie says:
On my Touch, I also read 5 and 6. On the Paperwhite, 5 is now 6, but 6 is slightly smaller than 5 on the Touch. Size 7 is 30% larger and reduces lines per page from 20 to 14, which makes my hands hurt from paging so often. All the fonts on the Paperwhite are thinner and harder to read if you have floaters.

I don't know whatever possesed them to make this change, which adversely affects those with presbyopia who need a better selection of font sizes. Probably the same nearsighted demon that made them remove the line spacing selection from all the new Fires, for no @&$%#*$ reason.

Of all ereading devices available right now, only Nook tablets have a good selection of font sizes for the hordes of baby boomers who are retiring and have lots of time to read.

In reply to an earlier post on Oct 10, 2012, 4:25:08 PM PDT
Dorsie says:
I hope you love the book as much as I did. It's a good one to read at Christmas because old Henry loved the holidays.

I can still read on my iPad, and rumours of a 7.85" iPad are becoming pretty substantial. I'm very glad now I made it my personal agenda to get Amazon to restore the low brightness setting to the IOS app.

In reply to an earlier post on Oct 10, 2012, 5:06:50 PM PDT
Last edited by the author on Oct 10, 2012, 5:17:45 PM PDT
P. M. H. says:
Do you happen to know if the Keyboard font sizes are the same as the ones on your Touch? I have the Keyboard and have ordered the PW, to be here on Oct 17.

OK, I just counted the lines on a page at size 5. I have 16 lines, so having 14 shouldn't bother me. Thanks.

In reply to an earlier post on Oct 10, 2012, 6:40:07 PM PDT
Dorsie says:
I hope it works out for you. :)
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This discussion

Discussion in:  Kindle forum
Participants:  63
Total posts:  124
Initial post:  Oct 10, 2012
Latest post:  Mar 14, 2013

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