Archive for 28 septiembre 2014

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Kindle Fire , A faulty tablet device with poor warranty and even worse customer service

septiembre 28, 2014

BEWARE OF KINDLE FIRE TABLETS (OR ANY AMAZON HARDWARE) as it is faulty and has poor warranty and customer service

So I bought a Kindle Fire HD 7”, just after the year of warranty it started giving known issues of a loop reboot (https://www.google.com.gt/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=kindle+fire+reboot+loop&safe=off&start=10) I went to the customer service and got the following, here is the transcript

04:21 PM PDT Amazon(Amazon): Hello, my name is Kishore.
A member of our Kindle specialist will be the person to assist you with this issue. Please stay online while I transfer your chat to our specialist team. It will only take a moment.

04:21 PM PDT BOLA#OS AGUIRRE DAN STANLY: ok thanks
04:22 PM PDT Uday(Amazon): Hello, my name is Uday. I’ll be glad to help you today.
04:22 PM PDT BOLA#OS AGUIRRE DAN STANLY: Hello
04:23 PM PDT BOLA#OS AGUIRRE DAN STANLY: I have issues with my kindle HD 7” Tablet, it is constanly rebooting and getting stuck into a reboot loop. I submitted an email and I got this answer:
I’m sorry to hear about the trouble you’ve had with your Kindle device. I can understand how disappointing that would be in this situation.
Please be assured that we’d like to try some real-time troubleshooting steps in order to resolve the issue with the Kindle and if it doesn’t work, we’d be happy to process a replacement order for your Kindle and send you a prepaid return mailing label to return your defective Kindle.
NOTE : I do understand that it would have been very important for you to receive a replacement for your Kindle and I’d really like to make an exception for you, unfortunately, we’re unable to process replacements for defective Kindles via email. Replacements for defective Kindle devices needs to be handled by phone and chat representatives.
04:23 PM PDT Uday(Amazon): Are you referring to ” Cristy nena linda “?
04:23 PM PDT BOLA#OS AGUIRRE DAN STANLY: yes
04:23 PM PDT Uday(Amazon): May I know if you’ve restarted the kindle and checked if the issue still repeats?
04:23 PM PDT BOLA#OS AGUIRRE DAN STANLY: Yes it repeats
04:24 PM PDT Uday(Amazon): A member of our Kindle specialist team will be the perfect person to help you with this. Let me connect you to a member of our specialist team. It will only take a moment.
04:24 PM PDT BOLA#OS AGUIRRE DAN STANLY: ok
thanks
04:25 PM PDT Joseph(Amazon): Hi, I’m Joseph from Kindle specialist team.

04:25 PM PDT BOLA#OS AGUIRRE DAN STANLY: Hi Joseph
I have the following issue:
I have issues with my kindle HD 7” Tablet, it is constanly rebooting and getting stuck into a reboot loop. I submitted an email and I got this answer:
I’m sorry to hear about the trouble you’ve had with your Kindle device. I can understand how disappointing that would be in this situation.
Please be assured that we’d like to try some real-time troubleshooting steps in order to resolve the issue with the Kindle and if it doesn’t work, we’d be happy to process a replacement order for your Kindle and send you a prepaid return mailing label to return your defective Kindle.
NOTE : I do understand that it would have been very important for you to receive a replacement for your Kindle and I’d really like to make an exception for you, unfortunately, we’re unable to process replacements for defective Kindles via email. Replacements for defective Kindle devices needs to be handled by phone and chat representatives.
04:26 PM PDT Joseph(Amazon): I understand that your Kindle keeps on rebooting. No worries, I’m here to help you.
04:26 PM PDT BOLA#OS AGUIRRE DAN STANLY: yeah
04:27 PM PDT Joseph(Amazon): Would it be okay if we some troubleshooting first?
04:27 PM PDT BOLA#OS AGUIRRE DAN STANLY: sure
04:27 PM PDT Joseph(Amazon): Thanks. Are we talking about Cristy nena linda?
04:27 PM PDT BOLA#OS AGUIRRE DAN STANLY: yes
04:28 PM PDT Joseph(Amazon): Thanks. Can you navigate to homescreen now?
04:28 PM PDT BOLA#OS AGUIRRE DAN STANLY: no, right now it’s stuck in the reboot loop, eventually i get to see the home screen but only for a few seconds before it goes rebooting back again
04:29 PM PDT BOLA#OS AGUIRRE DAN STANLY: I just see the “Kindle fire” screen while rebooting
04:29 PM PDT Joseph(Amazon): I understand BOLA#OS. Have you tried pressing and holding the power button for 20 seconds then release?
04:29 PM PDT BOLA#OS AGUIRRE DAN STANLY: yes, several times, but doesn’t work
04:30 PM PDT Joseph(Amazon): I see. Just a minute please while I check the device warranty and the best option I can offer.
04:30 PM PDT BOLA#OS AGUIRRE DAN STANLY: ok thanks
04:31 PM PDT Joseph(Amazon): You are welcome BOLA#OS.
Please stay connected.
04:31 PM PDT BOLA#OS AGUIRRE DAN STANLY: ok
04:31 PM PDT Joseph(Amazon): Thanks.
04:32 PM PDT Joseph(Amazon): Thank you for waiting BOLA#OS.
I’m sorry, at this point I don’t have any troubleshooting steps that can fix your Kindle. And we apparently do not have repair facility yet. As you might have known we offer 1-year limited warranty on our Kindle devices. I am checking on your Kindle warranty and it has already expired. No worries, if you want me to, I can check for some devices from our website that you might get interested to which I can give at a very discounted price for the replacement of your Kindle.
04:33 PM PDT BOLA#OS AGUIRRE DAN STANLY: I don’t want to spend money on a new device, it really doesn’t makes sense that this lasts a bit longer than a year and I have to purchase a new one when this isn’t the average lifetime of these devices
04:35 PM PDT Joseph(Amazon): I understand Bola. I’m really sorry usually this happened when the Kindle is not charged. Have you charged the Kindle?
04:36 PM PDT BOLA#OS AGUIRRE DAN STANLY: yes, actually that was another issue I had and after doing a lot of research I found this device wouldn’t charge offline and everytime my battery was 2% it would automatically reboot
I was able to get past the 2% by holding the power button while the device was connected, for a couple of minutes
then it finally came up with 5%
and then was able to charge all the way to 100%
04:37 PM PDT BOLA#OS AGUIRRE DAN STANLY: but eventually the device reboots, (or if I power it down) and when it comes back again it goes into that reboot loop again and again
04:38 PM PDT Joseph(Amazon): I understand BOLA#OS. If we could turn on the the Kindle we could factory reset the device which can resolve this intermittent issue. If you want I can help you get a new charger and adapter cord which can help your Kindle charges.
04:38 PM PDT BOLA#OS AGUIRRE DAN STANLY: I already tried that earlier today, when it wasn’t in the reboot loop
04:39 PM PDT BOLA#OS AGUIRRE DAN STANLY: but went back to rebooting loop…
04:40 PM PDT BOLA#OS AGUIRRE DAN STANLY: btw, right now the device came to the home screen, its beend there the past 5minutes now..
04:41 PM PDT Joseph(Amazon): I understand BOLA#OS. The thing is, Kindle devices are the same as other android devices and anything can happen depending on the usage of the Kindle. We receive feedback from our customer about the issue their having with the Kindle and most of the time their satisfaction within the entire usage.
04:42 PM PDT BOLA#OS AGUIRRE DAN STANLY: well, after researching hundreds of users seem to have the same issue I have
04:43 PM PDT BOLA#OS AGUIRRE DAN STANLY: some had luck to had it within the year of warranty and got replacement
the only difference to me is this is happening after a year, but the very same issue I have seen on hundreds of posts on the internet
04:44 PM PDT Joseph(Amazon): We treat our customer fairly and if that’s your concern I can take the name and have it investigated. And if the discounted replacement isn’t the best option for you. You can think about it for a while and just contact us back whenever you want. I can leave a note on your account about the option so it will always available for you.
04:45 PM PDT BOLA#OS AGUIRRE DAN STANLY: As I already said, several users everywhere (you just have to Google it) have found this issue with these tablets, and if you do that research you can find some say that after calling got replacement, being under warranty
I understand I’m out of warranty because it happened after the year, but it is the same issue I can imagine you are familiar with
04:46 PM PDT BOLA#OS AGUIRRE DAN STANLY: and NO, I do not want to spend more money on the same probably also faulty device if this happens to me again after a year that means I just have to keep spending on new tablets every year? doesn’t sound right
http://everydaylife.globalpost.com/fix-kindle-fire-boot-loop-30462.html
https://www.google.com.gt/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#safe=off&q=kindle+fire+reboot+loop+
04:48 PM PDT Joseph(Amazon): Thank you BOLA#OS.
04:50 PM PDT Joseph(Amazon): I understand your frustration. All you said make sense. But I hope you understand that we determine this kind of issue into case to case basis. If you can’t purchase the discounted replacement for your Kindle. I’d like to help you still. I can help you get a free reading app on your devices so you can still read your books.
04:51 PM PDT BOLA#OS AGUIRRE DAN STANLY: I don’t need you to show me obvious things, I already know you have kindle reading apps for almost any device, but the issue we are talking about is a faulty tablet device, not reading books
04:52 PM PDT BOLA#OS AGUIRRE DAN STANLY: and if you (or Amazon) don’t wan’t to help on something about faulty devices you sold that’s just poor customer service, so if you do not want to help, then there is no point on continuing this conversation
04:55 PM PDT Joseph(Amazon): I appreciate your honest feedback BOLA#OS. I will surely forward this to our developer for our improvements. I hope you understand that I’m just giving the options that I can give right now. And I what I offered was the best that I could give.
04:56 PM PDT BOLA#OS AGUIRRE DAN STANLY: Ok, is there anybody else to whom I can escalate my situation? or is this just the final word
04:57 PM PDT Joseph(Amazon): I’ll be leaving a note on your account in case you change your mind and have your Kindle replaced. Is there anything else I can help you with today?

04:58 PM PDT BOLA#OS AGUIRRE DAN STANLY: so I guess that’s a no
04:59 PM PDT Joseph(Amazon): I’m really sorry.
Thank you for contacting Kindle chat support. We hope to see you again.
Enjoy your books. Have a nice day!

 

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