<p>I know…first world problems, but I’m pretty stinking upset. It was just over two years old, old enough for it to have been $189(?) for the 3g and still had the keyboard. It was a gift fm my DH. I was charging it and putting a few new books on it for a road trip and the screen was stuck with horizontal lines and a funky pattern. I was in a rush packing so I handed it off to my 21yo (who also has one) and cried “FIX IT PLEASE!!”. A few minutes later he informed me my screen was fried and was calling Kindle support. He got as far as he could with them before handing the phone to me. They offered me $10 off a new Kindle or $15 off a refurbished, but strongly suggested I look at the new Kindle Fire (no discount there)…I bet you do!! I could have gotten those prices at my Staples a mile away. She had no answer when I asked didn’t they expect their products to last longer then two years. She was the most unhelpful, unsympathetic, un-person I have ever spoken to in years regarding customer service. When I explained that Amazon/Kindle now had me over a barrel with $$$'s of books invested so no wonder they weren’t willing to do anything she suggested I could read them on my computer or smartphone. Yes, a dandy alternative.</p>
<p>I thought people always had good experiences with their customer service, or is that only when you have their extended warrantees? I’ll be saving my pennies and buying an iPad mini when the new version comes out and the originals drop in price (I know, it’s probably November). Not another dime going to Kindle.</p>
<p>Beyond losing my Kindle, I was in the middle of reading a Stephen King, and had several books lined up to read. Grump, grump, grump :mad:</p>
<p>Hmm… when I shattered the screen of my out-of-warranty Kindle Fire (gen 1), I was offered an excellent price on a reconditioned Kindle. And overnight shipping, too.</p>
<p>I had this happen with my Kindle while traveling. I googled the problem and came up with this solution, which worked. Plug the Kindle in and charge it fully. The light may not go on, but don’t worry – yet. Hold the on/off button ON for a good long while. Thirty seconds or more. Then let it go, and be patient a moment. The screen comes on, very, very slowly, but it works again. The problem reoccurred weeks later, and I performed the fix again and it worked again. But I think all signs are pointed to a soon-dead Kindle. One thing to know is that you can have your whole Kindle library on an iPhone or iPad, if you have one. I’ve got an iPhone and am now thinking about replacing the Kindle with a mini iPad. You just need to first download the Kindle app from iTunes. Hope this helps.</p>
<p>I have my Kindle books on my laptop, H’s Ipad, my kindle, and D1’s Ipad mini. We all share! Have always had good customer service but sometimes electronic things just break…like computers!( grrr… Don’t get me started on that one!) Good Luck on trying the fix that Leaper mentioned. I know someone else that was able to use that fix. We have a cabin and read outside quite often on the boat. H is unable to use his Ipad outside because of the lighting so be aware of that.</p>
<p>This exact same thing happened to me a couple of weeks ago. I bought the Kindle Paperwhite with the discount applied. I’m happy with the results, though I was really annoyed that my kindle had died. It looked like an etch-a-sketch gone terribly awry.</p>
<p>Beyond that, you may have been a little hard on the amazon rep.? She probably has little leeway in what she is allowed to do, she has nothing to do with the quality of the merchandise, and must be continually frustrated at constantly being yelled at for things completely beyond her control (not saying you yelled though).</p>
<p>It’s a thing. Things break. Usually right after the warranty expires. Don’t even get me started on my upgrade tires which have turned out to be one huge nightmare.</p>
<p>Hope you enjoy what ever option you decide to go with. Your books will still be there waiting for you when you do.</p>
<p>Still bad news, but in a way people cannot wait to upgrade their new smartphones but expect the Kindle to last forever. I would be annoyed too, but the reality is that the Kindle is a bargain compared to the full cost of a phone, if properly counting the contract fees. </p>
<p>This is a bit like a VCR with the expectation of failure built-in. Perhaps Bezos should offer free Kindle with a mimimum contract of 20 dollars a month. He would add to his close to 300 dollars stock price.</p>
<p>Wow, their service must have really gone downhill. About a year ago our first generation (way out of warrantee) Kindle’s wifi quit working and they replaced it with a brand new 3G keyboard version for $79 (normally $189). Maybe they’ve gotten so popular that they can’t afford to do that sort of deal any more? We have 2 Kindles, a Kindle Fire and an Ipad Mini. I still much prefer to read on my regular Kindle but my husband prefers the Fire.</p>
<p>First, I am sorry to hear about your problems with your Kindle. I certainly know how frustrating that kind of situation can be.</p>
<p>I was going to suggest, first, the following and somebody beat me to it:</p>
<p>
</p>
<p>In addition, Amazon’s service for the most part is amazing. But, as with all companies, the quality of each individual representative varies. So, as I always suggest, try calling again and see if the results are more “user friendly” with the second rep. Good luck.</p>
<p>^^^^They had me do that. But the streaks were still there, which I guess is the equivalent of a straight line EKG, no breathing, pupils fixed and dilated, and rigor mortis.</p>
<p>Very annoying, especially right before a trip.</p>
<p>Nrdsb4, not to belabor the point, but the fix didn’t work for me the first time either. Or the second. I gave up and went away mad, then later, like someone who can’t stop poking the elevator button, I came back and tried again and was ridiculously patient, and it worked. I really did not want to buy another one right then, and I really, really wanted my books!</p>
<p>Sometimes it’s worth calling customer service back, getting a different rep, and seeing if they can be more helpful with the problem. You don’t need to even mention you called before - just call and tell them you have a dead Kindle and see if they can help you.</p>
<p>These CS reps at the other end are just people and have varying levels of experience at this - some could have hired on 2 days ago and are strictly following a script (or they could be offshore and therefore strictly following a script).</p>
<p>But maybe leaper12’s suggestion will fix it.</p>
<p>Thanks all for the replies and the suggestion. I actually left my poor Kindle to rest for several days, and then did exactly what was suggested here, hoping beyond hope that I might get a faint heartbeat, sign of life, something. Nope. Nothing. Time of death 3/22/13, 12:45pm. <sigh></sigh></p>
<p>I appreciate what each of you has said, my frustration here was far more of a vent then was on the phone to the customer service rep. You usually get a few scripted lines, pretty well delivered “I know this must be frustrating, let’s see what I can do for you…” etc. This woman was missing that part of her script. I’m well aware they can only offer a few limited things they are pre-authorized to do. Usually I am very, very quick to point out to customer service reps that I understand that it has nothing to do with them personally and they are just doing their job. IMHO, this rep wasn’t doing her job, which is to provide good customer service while explaining options. I never used a rude tone or raised my voice.</p>
<p>From what my son found out though googling this issue, Amazon’s customer service is supposed to be great. Kindle, which isn’t the same group, has very mixed reviews.</p>
<p>Thanks for the link to the refurbished Kindles. Only two of those options were mentioned to me, but the suggestion was to look seriously at the new Kindle Fire’s. I felt like I called for customer service and was being given a sales pitch for the newer model, zero discount. According to dmd77’s link, Amazon has a $60 option which was never mentioned to me, the lowest being $80 and that was with a $10 discount. If the $60 option had been offered with the $10 discount I probably would have taken advantage of it, paying $50 to have a Kindle again. This is the type of thing that frustrates me.</p>
<p>I fully understand things don’t last forever (however I have a 25yo TV that’s still ticking, and an original iPhone that’s going strong), but point well taken. It’s frustrating to be given a sales pitch for an expensive item when you call for help, and not made aware of the best deals one can actually find directly on their website.</p>
<p>The same thing happened to me, just last week! I found the fix online, but it didn’t work for me. Mine is exactly two years old. I’m bummed. No money to buy a new or used one at this point.</p>
<p>I cannot help but I feel your pain! I have a Kindle of the same vintage and it is DEFINITELY ‘my precious’ and I would be bereft without it. I have just made sure Kindle is fully functional and also nice and warm in his purple winter sweater (also from Amazon) because this thread is giving me nightmares.</p>