Amazon Customer Service is the best

Ajax · 02-08-2010, 12:14 AM

So today after the super bowl I was moving around and hit the TV tray that my Kindle2 was sitting coverless on. It ended up dropping about 2 feet to the floor right on the edge. It cracked the screen in the top right half and caused the right quarter of the screen to be unusable with black bars running up and down.

I bought my K2 right when they announced it, a purchase date of February 9, 2009 so I still had 2 days left on my 1 year warranty. I called up Kindle Customer Service and explained what happened that it was a 2 foot drop and damaged the screen. He put me on hold for 30 seconds and said he would make a one time exception and replace it.

So now I've got a new K2 being one day shipped even though it was an accidental drop which is not covered under warranty. It's things like this that have kept me doing most of my shopping at Amazon and a dedicated Prime member. Definitely not taking the new one out of my Oberon Cover ever again.

kindlekitten · 02-08-2010, 03:17 AM

woo-hoo!!!! love to hear these stories!

poshm · 02-08-2010, 03:26 AM

Very impressive!

Amazon have always been good to us - excellent on the customer returns.

mark.a.smith · 02-08-2010, 06:56 AM

I ordered my kindle2 last Thursday night, received today, Monday in Australia! The fastest delivery in history, it takes a week to get mail from Townsville, 200 kms away and Amazon can deliver across the world in 3 days, WTF? Do they use Fighter jets and parachutes?
AND I LOVE IT!

markbot · 02-08-2010, 02:28 PM

that is very nice of them.

kaddy · 02-08-2010, 04:15 PM

That's great delivery service. I ordered a Kindle yesterday so here's hoping it will be here soon. Amazon must use an excellent courier company. General mail from the US to Australia is notoriously bad. Unlike UK to Oz. I can get a book delivered from my favourite online bookstore in the UK and have it within four days AND no postage charge. That's faster than any local book retailer I've found. And cheaper.

fugazied · 02-08-2010, 06:38 PM

That's excellent customer support!! But it does make me wonder... are they trying to get rid of that Kindle 2 stock? Is a Kindle 3 around the corner?

I find Apple and Amazon customer service both great. About 5 times better than my bank which is a sad state of affairs.

pboss · 02-08-2010, 06:55 PM

That's very generous from them. Like they knew your story would end up here on the boards.

desertgrandma · 02-08-2010, 07:04 PM

Quote:

Originally Posted by fugazied

That's excellent customer support!! But it does make me wonder... are they trying to get rid of that Kindle 2 stock? Is a Kindle 3 around the corner?

I find Apple and Amazon customer service both great. About 5 times better than my bank which is a sad state of affairs.

Quote:

Originally Posted by pboss

That's very generous from them. Like they knew your story would end up here on the boards.

Actually, its very typical of Amazon's customer service.

Sydney's Mom · 02-08-2010, 07:20 PM

That is fabulous! I have had the same kind of exceptional customer support - I had some problems with my K1, and called, and they spent a lot of time helping me, and said if I still had problems, to call back, but not wait too long, because I was already a couple months past my warranty. Try that with your TV or computer!

kennyc · 02-08-2010, 07:32 PM

Wonderful!

Ajax · 02-09-2010, 08:27 PM

Just got the replacement kindle from UPS. Looks like they sent me a K2i since the new one's serial # starts with B003 and the original was a B002 number.

I imagine it's a refurbished unit since it only came with the usb cable and is not the same style box as the original, but you couldn't tell by looking at it. Now I just have to load the 500 books back onto it.

jxh11215 · 02-13-2010, 02:50 AM

I got a K1 in 4/08 and upgraded to the K2 upon announcement, giving my K1 to my daughter. It broke last week and when she called, she was told that she could send it in and get repair for $99. Since it was on my account, she had to call back with my account info. When she did she was told they were out of K1s and would contact me later. Well the next morning I got an email saying that they were going to upgrade the replacement andn could I call CS. When I did, they confirmed the upgrade of the K1 to a K2, plus they weren't going to charge the $99.
I am happy to report that my daughter is now the proud owner of a new (if it was a refurb, I couldn't tell) K2 and has already filled it up with books.

kennyc · 02-13-2010, 07:52 AM

Quote:

Originally Posted by jxh11215

I got a K1 in 4/08 and upgraded to the K2 upon announcement, giving my K1 to my daughter. It broke last week and when she called, she was told that she could send it in and get repair for $99. Since it was on my account, she had to call back with my account info. When she did she was told they were out of K1s and would contact me later. Well the next morning I got an email saying that they were going to upgrade the replacement andn could I call CS. When I did, they confirmed the upgrade of the K1 to a K2, plus they weren't going to charge the $99.
I am happy to report that my daughter is now the proud owner of a new (if it was a refurb, I couldn't tell) K2 and has already filled it up with books.

Very cool!

justgottasay · 03-19-2010, 12:14 AM

Just had a wonderful customer service experience with Amazon, and had to find a relevant board to sing its praises on.

I called late night, 800-201-7575 (googled this non-menu-tree number), immediately got a real person, who happily cut thru red tape and sent me a free replacement of a faulty item. Wow!

Just had to say.

02-08-2010, 12:14 AM	#1
Ajax Addict Posts: 386 Karma: 17083352 Join Date: Feb 2009 Location: Texas Device: K4 Touch, Kindle Fire, HP Touchpad	Amazon Customer Service is the best So today after the super bowl I was moving around and hit the TV tray that my Kindle2 was sitting coverless on. It ended up dropping about 2 feet to the floor right on the edge. It cracked the screen in the top right half and caused the right quarter of the screen to be unusable with black bars running up and down. I bought my K2 right when they announced it, a purchase date of February 9, 2009 so I still had 2 days left on my 1 year warranty. I called up Kindle Customer Service and explained what happened that it was a 2 foot drop and damaged the screen. He put me on hold for 30 seconds and said he would make a one time exception and replace it. So now I've got a new K2 being one day shipped even though it was an accidental drop which is not covered under warranty. It's things like this that have kept me doing most of my shopping at Amazon and a dedicated Prime member. Definitely not taking the new one out of my Oberon Cover ever again.

02-09-2010, 08:27 PM	#12
Ajax Addict Posts: 386 Karma: 17083352 Join Date: Feb 2009 Location: Texas Device: K4 Touch, Kindle Fire, HP Touchpad	Just got the replacement kindle from UPS. Looks like they sent me a K2i since the new one's serial # starts with B003 and the original was a B002 number. I imagine it's a refurbished unit since it only came with the usb cable and is not the same style box as the original, but you couldn't tell by looking at it. Now I just have to load the 500 books back onto it. Last edited by Ajax; 02-09-2010 at 08:31 PM.

03-19-2010, 12:14 AM	#15
justgottasay Junior Member Posts: 1 Karma: 10 Join Date: Mar 2010 Device: none	Amazon FTW Just had a wonderful customer service experience with Amazon, and had to find a relevant board to sing its praises on. I called late night, 800-201-7575 (googled this non-menu-tree number), immediately got a real person, who happily cut thru red tape and sent me a free replacement of a faulty item. Wow! Just had to say.

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02-08-2010, 03:17 AM	#2
kindlekitten Professional Adventuress Posts: 13,368 Karma: 50260224 Join Date: Sep 2009 Location: The Olympic Peninsula on the OTHER Washington! (the big green clean one on the west coast!) Device: Kindle, the original! Times Two! and gifting an International Kindle	woo-hoo!!!! love to hear these stories!

02-08-2010, 03:26 AM	#3
poshm Fanatic Posts: 581 Karma: 1003580 Join Date: Oct 2009 Location: Cambs, UK Device: PocketBook 360, Sony Reader Touch, Ipod touch & Kindle 2	Very impressive! Amazon have always been good to us - excellent on the customer returns.

02-08-2010, 06:56 AM	#4
mark.a.smith Junior Member Posts: 3 Karma: 10 Join Date: Jan 2010 Location: North QLD, Australia Device: Kindle2 and kindle on iPhone	I ordered my kindle2 last Thursday night, received today, Monday in Australia! The fastest delivery in history, it takes a week to get mail from Townsville, 200 kms away and Amazon can deliver across the world in 3 days, WTF? Do they use Fighter jets and parachutes? AND I LOVE IT!

02-08-2010, 02:28 PM	#5
markbot Guru Posts: 612 Karma: 7511929 Join Date: Apr 2007 Location: New York, NY Device: Amazon Kindle Paperwhite 2	that is very nice of them.

02-08-2010, 04:15 PM	#6
kaddy Junior Member Posts: 1 Karma: 10 Join Date: Feb 2010 Device: Kindle 2	That's great delivery service. I ordered a Kindle yesterday so here's hoping it will be here soon. Amazon must use an excellent courier company. General mail from the US to Australia is notoriously bad. Unlike UK to Oz. I can get a book delivered from my favourite online bookstore in the UK and have it within four days AND no postage charge. That's faster than any local book retailer I've found. And cheaper.

02-08-2010, 06:38 PM	#7
fugazied Wizard Posts: 1,305 Karma: 1958 Join Date: Jan 2009 Device: iPod Touch	That's excellent customer support!! But it does make me wonder... are they trying to get rid of that Kindle 2 stock? Is a Kindle 3 around the corner? I find Apple and Amazon customer service both great. About 5 times better than my bank which is a sad state of affairs.

02-08-2010, 06:55 PM	#8
pboss Evangelist Posts: 408 Karma: 646 Join Date: Mar 2009 Device: none	That's very generous from them. Like they knew your story would end up here on the boards.

02-08-2010, 07:20 PM	#10
Sydney's Mom Wizard Posts: 2,896 Karma: 6995721 Join Date: Dec 2008 Location: Idaho, on the side of a mountain Device: Kindle Oasis, Fire 3d Gen and 5th Gen and Samsung Tab S	That is fabulous! I have had the same kind of exceptional customer support - I had some problems with my K1, and called, and they spent a lot of time helping me, and said if I still had problems, to call back, but not wait too long, because I was already a couple months past my warranty. Try that with your TV or computer!

02-08-2010, 07:32 PM	#11
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	Wonderful!

02-13-2010, 02:50 AM	#13
jxh11215 Connoisseur Posts: 64 Karma: 142 Join Date: Jul 2008 Device: Kindle 1 & Kindle 2	I got a K1 in 4/08 and upgraded to the K2 upon announcement, giving my K1 to my daughter. It broke last week and when she called, she was told that she could send it in and get repair for $99. Since it was on my account, she had to call back with my account info. When she did she was told they were out of K1s and would contact me later. Well the next morning I got an email saying that they were going to upgrade the replacement andn could I call CS. When I did, they confirmed the upgrade of the K1 to a K2, plus they weren't going to charge the $99. I am happy to report that my daughter is now the proud owner of a new (if it was a refurb, I couldn't tell) K2 and has already filled it up with books.

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