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73 posts

Master Geek
+1 received by user: 4

Topic # 85848 26-Jun-2011 21:57
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I managed to break my 2 month old kindle. I leaned on the bottom of it, which caused the back half and front half to separate by about 1mm at the joint. After closing the joint again, the kindle would not come out of screen save and the bottom left of the screen had issues (it was all white, with white lines going from here across and up the screen).

I called the support number in the US, was on hold for 30 secs before I got to speak to a person who seemed to be in the US not a third world call center. I explained the situation. While damage like this is not normally covered (as I expected), as it was only two months old they would cover it. As I'm overseas the process is a little complex, they send me a replacement, they charge me for the replacement and refund me for the original (net not cost to me). I'm to return the broken kindle by traceable courier, send them an email saying how much and they will refund that, this can wait till I have the new one so I can use the packing for the return one, I'm to expect an email in 15-20 mins confirming the new one is shipping.


Just so easy. What a pleasure to do business with a firm that just gets support.

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Uber Geek
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  Reply # 486226 26-Jun-2011 22:00
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Thats great. Some NZ firms could learn a few things from that.

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Uber Geek
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  Reply # 486238 26-Jun-2011 23:18
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mattwnz: Thats great. Some NZ firms could learn a few things from that.


I understand that no company has to provide this level of "good faith" customer support, however whenever I come across this level of awesome customer service I do my best to stay faithful to show support.

Good on ya Amazon!!
Duly noted.


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Uber Geek
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  Reply # 486244 27-Jun-2011 00:08
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I had a similar experience though it wasn't caused by me, and amazon really went out of their way to help. As I was going to be in the USA anyway they shipped it to my hotel and it was there within 15 minutes of the ETA they gave me. They even had the courier wait for me to swap mine into the box and he took it away with him and delivered it to the post office on my behalf.

4 posts

Wannabe Geek
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  Reply # 487631 30-Jun-2011 03:23
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Same with me. I got a new kindle and it broke within the first two weeks. When I called Amazon, it was super easy to get them to send a replacement. Now I use it everyday and have not had any problems with it for a year.

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