I have previously blogged about just how much I love my kindle. It was my favourite possession. Well, my kindle is now my ex kindle, and I am going through the stages of mourning and have reached anger.
I was looking forward to some quality reading time during my hospital stay, so imagine my distress when I opened up my kindle and it had died. The screen had gone funny, and there was no way of reviving the poor thing.
So I seethed quietly until I had recovered enough (from the surgery, not the shock) and then logged on to Amazon and had a go at the customer care online chat service. Now when I asked later, on the phone, if the online chat was with a computer or a real person I was assured that it was a real person. I which case we can worry about who has been employed to care for the customers. Because despite my very clear summary of my issues they needed repeating until I gave up and picked up the phone.
So that was a good waste of half an hour.
The phone call lasted another hour. A grumpy customer service rep who had obviously been through kindle issues far too many times reminded me that my kindle's warranty had recently expired (convenient that) and that all he could do was offer me a discount on the bottom of the range kindle currently retailing at 69£. From 55 quid I was able to talk him down to 30 quid (lesson to be learned here : persist, nag, and rant, and threaten with replacing your kindle with an iPad).
It was then that I asked if my case with inbuilt light that I had bought for 50quid last year would work with my new inferior kindle.
No.
So, my kindle breaks down just past its warranty, is replaced by a bottom of the range kindle, albeit at a generous discount, but the case I bought just one year before is now completely useless.
I am aware that Amazon are within their rights, and that I was outside warranty etc so I can't expect anything at all, but is it too much to ask that when you spend over 150quid on an e reader plus extra for a case that it should work for longer than 15 months? It's just such an unfortunate coincidence.
Another unfortunate coincidence is that I was just about to upgrade to a kindle fire, but won't be doing that anymore. Oh well. It's just that I don't want to spend 200 quid on a piece of equipment that may die just after its warranty has expired. I can't afford it. It's always hard for a company to win back the trust of its customers once disappointed. I don't think I am the only person to have had problems eerily similar to this one.
How frustrating!
ReplyDeleteI have one of the first Kindles and it seems to be okay though I'm sure it will break at some point! Unfortunately for the customer, Amazon are so big now they get away with murder. I imagine many of these gadgets break down just after their warranty has run out because new and updated gadgets are constantly being invented. It's just a scam and we as the British public fall for it every time!
ReplyDeleteI've got a scheduled post for tomorrow where I'm ranting about customer service - this is something that is really starting to piss me off these days.
CJ x
To play devil's advocate, I suppose a smart business does not want its products to last forever. They have to shift the new ones they are turning out. But I think a reasonable lifespan - which makes the warranty worth something - is a good idea.
ReplyDeleteWell I see your point but making products which last gives a business a good name. I have raved about the kindle to anyone who woulud listen, and lots of people who wouldn't, and now I won't be recommending it to anyone. I also won't be upgrading to kindle fire any time soon, which is something I was considering. It's only little me but I've read a lot on line about how this is happening to lots of people. A little quality is not much to ask, especially as I bought my kindle when they were still expensive purchases.
ReplyDeleteDisappointing to say the least. I think products should be made to last. The better the product, the more people will want it. I certainly don't want a kindle now. What about buying something with a bit more to it, like an iPad instead? I should I don't even have a smart phone as I would only break it :-)
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