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Customer Discussions > Kindle forum

Damaged KindleKeyboard Screen. Warranty Gone, Still Getting Replacement

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Showing 1-25 of 175 posts in this discussion
Initial post: Mar 18, 2012, 1:11:09 PM PDT
My kindlescreen ended up getting a very distorted and lined look on it's screen. The sleepscreen image ended up getting stuck on the kindle and restarting, charging, restarting and restarting again only caused the screen to tear further leaving me with about 40% of usable area.
With my warranty gone I called customer service hoping for another solution to my problem that wasn't listed in the Troubleshooting articles.
Customer service was very polite, patient and helpful. They accepted my Kindle issue as a problem with their device and not something I had incurred on my own.
I'll be receiving a replacement, free. I just wanted to let everyone know that if you have this problem and your warranty is gone, there's still a chance to get your Kindle replaced by Amazon.Kindle Keyboard, Wi-Fi, 6" E Ink Display

In reply to an earlier post on Mar 24, 2012, 11:46:46 AM PDT
gatorgal says:
I have the same problem and was about to give up! Thanks for the info. I will give it a try!

Posted on Mar 24, 2012, 12:10:10 PM PDT
Roni says:
Amazon is THE BEST! ...our original Kindles are hanging in there, and I love my Kindle Fire.

Posted on Apr 9, 2012, 1:53:30 PM PDT
T. Martin says:
I love my kindle too, but my warranty ran out in November - I only received it the previous Christmas as a pressie, it broke early Feb this year. I spoke to three different tech people at Amazon but no free replacement for me - only a £50 refurbished one that has 3 months guarantee. As I've only got about 40 books on it, I thought it would last a lot longer. Looking at a different supplier now, but not happy. Apparently the Amazon policy has changed - probably due to the number of screens that are faulty.

Posted on Apr 9, 2012, 2:17:21 PM PDT
Bixillarla says:
So you expect amazon to replace a out of warranty item free of charge when you did not purchase the extended warranty?

Things go wrong with electronics, some break sooner than others. There are still people using the Kindle 1s with no problems.

If you wanted a longer warranty you should have purchased the 2-3 year extended warranty. My K3 is 15 months old and still works like new with no problems.

No line of electronics are perfect, going with another supplier will not escape the issue of electronics dying.

In reply to an earlier post on Jun 17, 2012, 5:22:57 AM PDT
J. Kasko says:
At least Microsoft owned up to their mistake when their 360's started RROD'ing like crazy. They realized keeping customers was important.

You'd think the legendary Amazon could step up to the plate and at least match CS offered by other people in the tech industry. Guess not, though. They're under no obligation to, of course. I'm not implying that they are.

Funny thing, though. I still buy Microsoft products after my 360 RROD'd and they replaced it. Amazon, on the other hand...

Posted on Jun 20, 2012, 4:44:34 AM PDT
How much it cost to repair or replace the Screen for an Amazon Kindle Wi-Fi - eBook reader - 4 GB - 6" - graphite?

In reply to an earlier post on Jun 20, 2012, 11:54:12 AM PDT
My KK has screen issues as well and is unusable at this point. Replacement screens, when you can find them, sell for about $80 each.

Posted on Jul 27, 2012, 8:08:24 AM PDT
M. Knight says:
I am so disappointed in Amazon's lack of support of their Kindle 3g. We bought a Kindle 3g/wifi in December 2010, in July 2011 the screen went, just lines and fuzz. At that time they very readily replaced it. Now in July 2012 the same thing has happened to the screen. I figured ok, obviously there is a product defect (readily supported by information on the internet), so I called Amazon and was informed that all they would do is offer me a small discount on a newer model Kindle. I expect a $189.00 product to last longer than a year (note - the kindle never leaves the house and is babied). I don't need a $30 discount on a Fire, I need my working 3g. I feel so let down and betrayed by Amazon. CS reps were polite, I went 3 levels high, but their hands are tied. I doubt I will do further business with Amazon, maybe they are happy with their 1% profit margins.

In reply to an earlier post on Aug 5, 2012, 8:11:17 AM PDT
M. Anderson says:
I am in the same position, purchased my 3G/wifi in Aug 2010, warranty expired in Sept 2011, and the screen just frizzed last week. CS was also polite, I also went a few levels up, and to no avail.. their hands are tied and the product is discontinued.
This is more painful than losing a girlfriend.

In reply to an earlier post on Aug 5, 2012, 8:43:01 AM PDT
I'm not surprised the (nearly two year old) KK is being discontinued, although I haven't seen any announcements to that effect. And it's still for sale on Amazon: Kindle Keyboard 3G, Free 3G + Wi-Fi, 6" E Ink Display - includes Special Offers & Sponsored Screensavers

What exactly do you think Amazon should do for you? Your warranty expired nearly a year ago.

How long do you think a 12 month warranty should last?

In reply to an earlier post on Aug 5, 2012, 8:57:59 AM PDT
Just Peachy says:
Did you talk to Amazon CS or Kindle CS? Usually Kindle CS offers people a refurbished KK for $65 (I think that is the wifi only version).

Your 12 month warranty expired almost a year ago.

Posted on Aug 5, 2012, 12:14:14 PM PDT
M. Knight says:
Neither our original nor the replacement lasted a year. I expect a product to work as advertised and to last a reasonable length of time relative to the price. I expect a large "reputable" company such as Amazon to stand behind what they sell.

In reply to an earlier post on Aug 5, 2012, 12:18:38 PM PDT
They do. If your Kindles failed before the warranty expired, they would have replaced them.

In reply to an earlier post on Aug 5, 2012, 12:18:42 PM PDT
PeepDittie says:
Yeah because all those other large "reputable" companies honor warranties beyond the warranty period and for damage often caused by the user.

Who are you talking to anyway? Never mind. I decided I don't care.

In reply to an earlier post on Aug 5, 2012, 12:24:12 PM PDT
" I expect a product to work as advertised and to last a reasonable length of time relative to the price."

If you expect a product to last longer than a year, buy one with a longer warranty.

In reply to an earlier post on Aug 5, 2012, 12:28:49 PM PDT
Did you get an extended warranty? How long do you think a 12-month warranty should last?

If your first Kindle was replaced before the warranty expired, the warranty on the replacement is for the remainder of the initial warranty period or 3 months, which ever is longer. If the Kindle was replaced in month 2, you get 10 more months under warranty. In the Kindle was replaced in month 11, you get 3 months.

Posted on Aug 9, 2012, 12:59:23 PM PDT
Emily S says:
I purchased a Kindle in June 2011, and the screen went out in December. I had the kindle replaced in January, and by the end of June 2012 the screen on the second Kindle went out. Neither time was the Kindle dropped or damaged on my part in any way. Both times occurred after my Kindle sat without being used for a few days, and the screens were no longer working when I picked them back up. I was six days out of the warranty on the original and was told by Amazon there was nothing they could do about it. Needless to say, I will not be buying any other Amazon products.

In reply to an earlier post on Aug 9, 2012, 1:01:34 PM PDT
Dog Lover says:


In reply to an earlier post on Aug 9, 2012, 1:02:34 PM PDT
Alrighty then. Thanks for sharing.

Posted on Aug 9, 2012, 1:07:52 PM 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 Aug 9, 2012, 1:18:35 PM PDT
What's the point of telling other customers about this? A one year warranty is just that - 365 days - not 371 days.

Posted on Aug 9, 2012, 1:21:07 PM PDT
I also purchased my KK3G in the fall of 2010. I had an issue with the cover that it came with (the one with the metal hooks), I called them, they credited my account for a new cover.
I have read on my Kindle every single day since then and I dropped it once. I have not had one problem.
I just wanted to represent the other side of this.

In reply to an earlier post on Aug 9, 2012, 1:23:24 PM PDT
Lori Sutton says:
If you read the post fully, you would have noticed that Chibi did not EXPECT a replacement, just an answer to his problem after exhausting all options in 'troubleshooting'. However, he was pleasantly surprised that Amazon would replace his out-of-warranty device. This speaks volumes for Amazon and their promise to back their product. 3 cheers for Amazon!!!!! :-D byw...I love my Kindle Touch!

In reply to an earlier post on Aug 9, 2012, 1:39:05 PM PDT
Dog Lover says:
I suspect that post was in response to the previous post from T. Martin. Bixallaria should learn to to the "reply to this post" button.

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Discussion in:  Kindle forum
Participants:  58
Total posts:  175
Initial post:  Mar 18, 2012
Latest post:  Jul 6, 2015

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