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Customer Discussions > Kindle forum

Incredibly disappointed with Amazon chat support...


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Showing 1-25 of 45 posts in this discussion
Initial post: Jun 4, 2014, 7:43:38 PM PDT
Dawn Treader says:
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Posted on Jun 4, 2014, 7:46:55 PM PDT
Dawn Treader says:
I called the friend who gave me it right afterwards, and she said she never got any info from them about a reduced warranty either. She just had them send the replacement straight to me as a gift.

Does anyone know who/what to contact at Amazon to resolve this?

In reply to an earlier post on Jun 4, 2014, 7:51:06 PM PDT
PeepDittie says:
A replacement doesn't have a reduced warranty, it has the remainder of the original or 90 days, whichever is greater. You don't keep getting an additional year for every replacement.

In reply to an earlier post on Jun 4, 2014, 7:51:34 PM PDT
So, did you call them? You know, using the Help link & following it until you get to where they call you? Takes less than a minute & you can talk with an actual person.

In reply to an earlier post on Jun 4, 2014, 7:52:09 PM PDT
Last edited by the author on Jun 4, 2014, 7:53:22 PM PDT
Jazzy_Jeff says:
If it was a replacement then the warranty is the remaining period of the warranty or 90 days whichever is greater. It really doesn't matter how disappointed you are.

I don't know why you would expect a longer warranty.

In reply to an earlier post on Jun 4, 2014, 7:54:17 PM PDT
How long did your friend have it, before getting the replacement?

Posted on Jun 4, 2014, 7:57:49 PM PDT
Dawn Treader says:
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Posted on Jun 4, 2014, 8:00:28 PM PDT
Dawn Treader says:
I'm not sure how long she had it. I had to borrow my roommate's phone to call her and I don't want to annoy them by asking them again for it. I'll use my phone when I get it back tomorrow to ask.

In reply to an earlier post on Jun 4, 2014, 8:00:47 PM PDT
Last edited by the author on Jun 4, 2014, 8:02:07 PM PDT
Jazzy_Jeff says:
You said this was a replacement. Which means one had to go bad and one sent to replace it. A replacement doesn't come with a one year warranty.

Posted on Jun 4, 2014, 8:05:03 PM PDT
Dawn Treader says:
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In reply to an earlier post on Jun 4, 2014, 8:11:48 PM PDT
Jazzy_Jeff says:
Why is that terrible? There usually isn't a direct number to a supervisor in a call center. The calls are escalated from the regular customer service representatives.

Posted on Jun 4, 2014, 8:12:40 PM PDT
Dawn Treader says:
Is there any way to contact someone higher up? Any place to go for unresolved issues like this?

In reply to an earlier post on Jun 4, 2014, 8:16:55 PM PDT
Jazzy_Jeff says:
Call and ask for a supervisor. It usually will not go higher than that. The supervisors are trained in what they can and can't do. If they allow you to go higher the person you talk to will back the supervisor up.

I also don't know what you expect especially since you didn't even purchase the Fire. The replacement was a gift. A lot of companies wouldn't even allow the transfer of a warranty.

Posted on Jun 4, 2014, 8:17:26 PM PDT
Dawn Treader says:
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In reply to an earlier post on Jun 4, 2014, 8:18:44 PM PDT
Artist says:
Call during the week and during regular office hours west coast time. I've called after hours twice in the past few weeks and dealt with CS reps who didn't seem to know what they were talking about. It was very disappointing because that had never happened in the more than 4 years since I bought my first Kindle.

If they send you the follow-up e-mail, make sure to choose NO, your question was not answered. You can then explain what you asked and what you got.

However, they were correct in that a replacement Kindle is only covered for 90 days, or until the end of the original warranty, whichever date is later. Amazon is not required to remind people about their warranty -- it's the original purchaser's responsibility to have read the warranty information. Just because people don't read it doesn't mean they're not bound by the terms and conditions.

Posted on Jun 4, 2014, 8:24:38 PM PDT
Dawn Treader says:
It being a gift has no bearing on anything whatsoever. If you bought your mother a new TV and it stopped functioning, you wouldn't expect the manufacturer to tell her that they won't fix/replace it. It was still paid for. As was my Kindle, since it was a replacement to a bad one.

When you get almost any new electronics, the warranty is honored regardless of how the person received it or even if it was given away later. I had a Dell laptop, the warranty was honored even after I gave it to my sister.

Posted on Jun 4, 2014, 8:26:28 PM PDT
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In reply to an earlier post on Jun 4, 2014, 8:28:41 PM PDT
Jazzy_Jeff says:
That is right, it was a replacement to a bad one. The replacement does not come with a new one year warranty. Most companies make you send your bad unit in and make you wait for either a repair or a replacement. Amazon doesn't make you wait they just send out a replacement.

In reply to an earlier post on Jun 4, 2014, 8:29:35 PM PDT
Last edited by the author on Jun 4, 2014, 8:30:26 PM PDT
Artist says:
And they're honoring the original warranty, which was for ONE YEAR from the date of the ORIGINAL purchase, or 90 days after you receive a replacement, whichever is later. Just because you don't want to accept that because you didn't bother to read the warranty, doesn't obligate Amazon to extend it.

Posted on Jun 4, 2014, 8:29:53 PM PDT
Last edited by the author on Jun 4, 2014, 8:35:18 PM PDT
Dawn Treader says:
It's not a reminder, it's giving the info in the first place. http://www.amazon.com/gp/help/customer/display.html?nodeId=201014520 is confusing and the ninety days bit should be clearer and separated from the text for a one-year warranty. 90 days warranty should have its own link/info.

In reply to an earlier post on Jun 4, 2014, 8:31:14 PM PDT
Artist says:
I'm beginning to understand why that CS couldn't help you. No one here can do anything for you, so contact Amazon tomorrow.

In reply to an earlier post on Jun 4, 2014, 8:31:14 PM PDT
Dawn says:
From YOUR link:
We warrant the Device against defects in materials and workmanship under ordinary consumer use for one year from the date of original retail purchase

In reply to an earlier post on Jun 4, 2014, 8:32:16 PM PDT
♥ Ann says:
Yes it does:

"This limited warranty applies, to the extent permitted by law, to any repair, replacement part or replacement device for the remainder of the original warranty period or for ninety days, whichever period is longer."

In reply to an earlier post on Jun 4, 2014, 8:32:24 PM PDT
[Deleted by the author on Jun 4, 2014, 8:33:25 PM PDT]

In reply to an earlier post on Jun 4, 2014, 8:32:53 PM PDT
Dawn, did you purchase the Kindle new?

No.

What you have is a replacement Kindle. Replacement Kindles have a warranty equal to the remainder of the originally purchased Kindle or 90 days, whichever is later.

Whether it looks new or not has no bearing on the issue.
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This discussion

Discussion in:  Kindle forum
Participants:  12
Total posts:  45
Initial post:  Jun 4, 2014
Latest post:  Jun 4, 2014

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