Wednesday, December 07, 2011

Kindle Fire & Amazon Customer Service

So, my Kindle Fire developed a weird screen thing where the screen would shoot vertical lines through it and then go black. In the dark you could sometimes see it was half the blacker-than-black from between scanlines on a TV and the other half was a dark gray. But the screen wasn’t viewable. Just the slightest tweak, or holding it ONLY on the left side would fix the problem stutteringly. Then it would stay OK for a while. Other times it’d be touchy and seemed not willing to stay on at all. Still other times it would go a negative so white was black and black was white. blue was red, etc. It was a negative… you know what that is. It got worse over time. I didn’t have a lot of time so I didn’t do much with it.

Finally tonight I went through the steps on amazon to do a return and got a message saying, “Can’t just return this item punk! You gotta talk to someone in a foreign country who is awake this late.” or words to that effect. With great trepidation I called the 800 number and got someone whose name I didn’t understand but his name was NOT “Peggy” and he did NOT tell me I couldn’t turn my airline miles into cash.

It was a guy, with an accent yes, but he was super friendly. Very helpful and never once asked if I’d dropped it, thrown it across the room, left it in a car overnight when it was eleven-degrees outside, shipped it across the country twice in a shoe box or anything else that might cause problems. He simply apologized for the problem and asked where to ship the replacement item. I told him and while we were talking an e-mail showed up with a link to print a shipping label. When the new one arrives I’m to put the broken one in the box, hand it to any UPS driver or store and toddle off to enjoy the replacement item.

No muss. No fuss. Free 2 day shipping to me. They couldn’t have been nicer, more solicitous, helpful, cooperative, or excellent to deal with. Seriously. I can’t imagine anything he could have done to make the experience more pleasant.

To answer your unanswered question: Would I still recommend someone get a Kindle Fire? The answer is absolutely YES if you have wi-fi at your home or work. If you don’t have wi-fi it’d be a harder sell for me. But with the wi-fi I have available to me at home, work, and the coffee shop it’s as good as always on for me. I love it for Netflix, facebook, comics, and reading websites. I don’t love it for books because the battery doesn’t last 2 weeks like my Kindle Keyboard (Which I love a little more than is healthy I think.). But I like it for books at night when the lights are out and I don’t want to turn on a table lamp.
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