— Confessions of a Tech Junkie

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Customer Service

After my recent experience with a broken Kindle I felt the need to write to congratulate you on the best customer service experience I’ve ever had. I was so sad when I pulled my Kindle from my knapsack, toggled the power switch to wake it up and was greeted with a collection of random lines – the worst had happened, the screen was cracked.

After a little search around the Amazon website I quickly found the Kindle troubleshooting guide and ended up facing a page where I could place a call to Amazon customer service. With trepidation I hit the call me button and answered the phone which rang barely seconds later. Was this going to cost me nearly the price of a new Kindle to get a repair? I’d previously had the terrible experience of a broken Palm TX screen which wasn’t covered by the manufacturer warranty – in the end I bought a cheap(ish) screen from china and repaired the thing myself.

As it turned out I needn’t have worried at all – the service rep asked a few questions about dropping and liquid which were expected and then shipped me a new kindle … at no charge. The only condition was that I shipped back the broken Kindle within 30 days or I would be charged the price of a new Kindle – I was sent a link to a shipping label for the return which I had to print & click another link to arrange for a courier pickup. None of this cost me a single penny.

Well done Amazon, you made my day.

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