See yesterday's blog posting for details on a Kindle-cover problem and the Amazon Kindle team statement concerning a resolution for those affected by problem batches of the non-lighted Amazon Kindle-3 cover.
At another forum thread, Marc pointed out that the Amazon-forum response had been edited later to change contact-info for the problem (two telephone numbers are now given) and to clarify that Amazon would be be pleased to replace a problem Amazon-manufactured Kindle cover with a different cover rather than just send a replacement cover:
' Last edited by the author 14 hours ago
The Amazon Kindle team says:
There have been some forum discussions regarding the non-lighted Kindle cover, and our engineering team is looking into this. Regardless, if anyone is having any problem with an Amazon-manufactured Kindle cover, please call us at 877-453-4512 or 206-922-0844. We will be pleased to replace it for free with a different cover or accept a return for a full refund, no matter when the cover was purchased. '
Marc also posted the following from his forum reading:
' Other people have indicated that Amazon is offering the lighted cover in exchange, or refunding the original cost of the cover and giving an additional $25 credit to users so they can get the lighted cover, or any other cover of their choice. '
Marc has provided sourcing on that now and adds the following:
' The two people I mentioned, posted on page 13 of the "This cover. . ." discussion.
You can see them here:
Check out Robert M Dunlap's comment, fifth from the top, and Darren_C's comment, that is 11th from the bottom. '
Here is Robert M Dunlap's posting:
' Robert M Dunlap says:
I sent an e-mail to customer support as this issue was happening with my Kindle and un-Lighted case as well. Sure enough, today they called me and they are sending a free lighted case and refunding the cost of my old case. Talk about customer service, I upgraded and got my money back. My orders through Amazon are only going to increase from their already high levels from now on. '
Here's Darren's posting, as one who had a service ticket on this situation for over two weeks:
' darren_c says:
I just followed up the Kindle CS team tonight and they have refunded my Kindle cover. I had a service ticket with them for over 2 weeks with this initial problem, before I found out about the cover issue. When I called tonight to follow up the CS Rep. reviewed the notes on my file and then asked me if I had the Kindle cover, which I said yes. He began to ask me to try a few tests and then call him back, but I indicated that after finding this thread last week I had taken the Kindle out of the cover and the problems stopped. But, when I put it back in the problem began shortly thereafter. He confirmed that they are aware of a problem with the cover. Here's what he did for me:
He offered to refund the cover and with all shipping fees as one solution. He also offered to add a $20 credit to be used towards the lighted leather cover, so basically they would give me the more expensive one to replace the other with no extra cost. I declined the lighted cover since I discovered that actually prefer holding the Kindle "naked" for reading. I asked him to go ahead and process the refund the cover and I think I will purchase a sleeve or another type of case.
All of this was done in the most friendly way, so kudos to "Josh" (the Rep. I spoke to) for that! So, in the end Amazon seems to be acknowledging the issue and offering an appropriate solution.
Hope you are all able to find a similar resolution to this, too.
Scot and also Tony Reynolds were two of the lead customer-sleuths who gathered enough information for Amazon tech support to identify and confirm the cause of the problems.
In late September, I included information about the lighted, hinged cover including the word of mouth on that cover in two forum threads. If interested in that, you can follow that link and that information is in the bottom half.
If affected by this, contact the Kindle team and see yesterday's blog for links to a less expensive cover if wanted and to a general list of Kindle covers available for those who have reported problems to Amazon and would like to choose a different cover.
As for Amazon's general Kindle customer support, I had reported on their forum "Thanks" to the Kindle community for "millions" of Kindles sold in the first 73 days of this holiday quarter. The customer-replies to the announcement say quite a bit about the general level of support.
Kindle 3's (UK: Kindle 3's), DX Graphite
Check often: Temporarily-free late-listed non-classics or recently published ones
Guide to finding Free Kindle books and Sources. Top 100 free bestsellers.
UK-Only: recently published non-classics, bestsellers, or highest-rated ones
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