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Topic # 127275 5-Aug-2013 10:16 Send private message

Yes sadly it is true - after working perfectly for 2 years and most recently almost 10 weeks on the road in SE Asia, I went to read it on the day after my return flight to NZ and the poor wee thing simply turned up it's toes!

The screen was part screensaver, part book text and part random lines.

I contacted Amazon Customer Service via their 'live chat' system (which is really good, btw) and they told me straight out that since resetting the Kindle had not worked, it was stuffed.

I got a nice discount on a refurbished Paperwhite ($40 US off) and took the opportunity to upgrade to a version that has the 3G functionality as well; my original keyboard Kindle had only wifi which was sometimes a PITA with things like hotel wifi systems. Given that I bought the 'dead' one on Trade Me (still pretty new, but not direct from Amazon) I was impressed at the way they dealt with this. Many NZ companies could learn a lot from US companies when it comes to customer service and returns policies, I must say.

So if yours dies (and the screen thing seems fairly common looking through online postings) it is well worth contacting Amazon even well after the 12 month warranty. There is also now a 2 year extended warranty but sadly that is only available to customers in the USA for some reason.








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  Reply # 875799 12-Aug-2013 12:32 Send private message

New Paperwhite arrived.

A great improvement on the 'keyboard' version I had before I must say. The GUI is better and the reading experience MUCH nicer.

I am also glad I sprung for the 3G version - that has already been handy.

It's a shame that the 2 year warranty is not available outside the USA though.








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  Reply # 875841 12-Aug-2013 13:45 Send private message

Geektastic: New Paperwhite arrived. 
 

It's a shame that the 2 year warranty is not available outside the USA though.

The CGA should give you at least two years on NZ purchased paperwhite. Not sure I would expect much more than 3 though.

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  Reply # 875843 12-Aug-2013 13:49 2 people support this post Send private message

Geektastic: New Paperwhite arrived.

A great improvement on the 'keyboard' version I had before I must say. The GUI is better and the reading experience MUCH nicer.

I am also glad I sprung for the 3G version - that has already been handy.

It's a shame that the 2 year warranty is not available outside the USA though.


I've found customer service with Amazon to be nothing short of outstanding. They have replaced my kindle outside of warranty on two occasions with no fees to pay etc. 

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  Reply # 878259 14-Aug-2013 18:00 Send private message

networkn: I've found customer service with Amazon to be nothing short of outstanding. They have replaced my kindle outside of warranty on two occasions with no fees to pay etc. 


Same here, two Kindles replaced free of charge outside of warranty - excellent and prompt service.




                                           

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  Reply # 878273 14-Aug-2013 18:55 Send private message

minimoke:
Geektastic: New Paperwhite arrived. 
 

It's a shame that the 2 year warranty is not available outside the USA though.

The CGA should give you at least two years on NZ purchased paperwhite. Not sure I would expect much more than 3 though.


That is a good point.  But I am sure that initially at least some  NZ retailers would say that it only has a 1 year warranty, until you mention the CGA. NZ retailers really should advertise the benefits of the CGA, which may stop people buying slightly cheaper overseas. 

I love the kindle paperwhite, it is really the best ereader at the momet in my opinion. But it must be due for a new model soon.



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  Reply # 878287 14-Aug-2013 19:09 Send private message

mattwnz:
minimoke:
Geektastic: New Paperwhite arrived. 
 

It's a shame that the 2 year warranty is not available outside the USA though.

The CGA should give you at least two years on NZ purchased paperwhite. Not sure I would expect much more than 3 though.


That is a good point.  But I am sure that initially at least some  NZ retailers would say that it only has a 1 year warranty, until you mention the CGA. NZ retailers really should advertise the benefits of the CGA, which may stop people buying slightly cheaper overseas. 

I love the kindle paperwhite, it is really the best ereader at the momet in my opinion. But it must be due for a new model soon.


The 'benefits' of the CGA are a requirement to argue the toss with retailers and manufacturers both of whom can resort to in-house counsel to drag the process out.

I prefer the EU approach, which with regard to electronics has made it mandatory that the warranty must be AT LEAST 2 years. You can argue about the number of years, but personally I prefer a defined period.

On the Kindle front, I suspect more people buy them direct from Amazon than locally. I have yet to go into a NZ store that actually has them in stock in any reasonable way, although to be fair I don't live in Auckland so our only choice is Dick Smiths in Masterton which is like a home for the bewildered with electronics on the shelves as decoration....








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  Reply # 878326 14-Aug-2013 19:56 Send private message

Geektastic: only choice is Dick Smiths in Masterton which is like a home for the bewildered with electronics on the shelves as decoration....


Living in Masterton myself I have to agree with this soo much....




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  Reply # 878328 14-Aug-2013 19:58 Send private message

naggyman:
Geektastic: only choice is Dick Smiths in Masterton which is like a home for the bewildered with electronics on the shelves as decoration....


Living in Masterton myself I have to agree with this soo much....


But there are so many upsides to living in Masteron.. Oh wait... :) 




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  Reply # 878441 14-Aug-2013 22:44 Send private message

Fortunately there is not enough money in all the world to get me to actually live IN Masterton! I lock the car doors as a matter of course when I am there and won't set foot in the place after dark. And no, I am not joking.

It reminds me a lot of the towns in those zombie movies you see.....!

I actually coined a marketing strapline for it: "Masterton: It's a bit sh*t!" I was going to send that to the Mayor but I doubt he shares my sense of humour.








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