I can’t believe it happened to me.

I was settling into bed, and I grabbed my Kindle for a little bedtime reading.

But boy was I in for a shock.

ACK!  The screen was broken!

Turning it off and on didn’t fix the problem, nor did doing a reset or gently massaging the screen with my fingertips.


As you can see from the photo, the top-half of the screen was not refreshing, but was instead showing portions of various screensavers, along with a number of other non-descript blobs and globs.  The bottom half continued to display text properly. The text does update when I turn the page, but still – this isn’t very usable.

I spent the night trying to figure out what I was going to do about it.  The Kindle is significantly less expensive now (I paid $360 for mine), but there are other readers out there as well.  I thought I owed it to myself to at least head to Barnes & Noble and check out the Nook Reader.

Before I did, though, I called Amazon support, and I’m glad that I did.  The very helpful CSR offered to replace my Kindle free of charge, even though it was no longer covered by warranty, and even though she said it sounded like “impact damage,” which I think is code for “Well you probably dropped it, dummy.”

My new replacement Kindle should be here tomorrow (overnight!) and I have  30 days to return the broken Kindle. 

How’s that for great customer service?  This is exactly why I continue to shop at Amazon, and why I would much prefer to own a Kindle (and buy my e-Books via Amazon.com) than use another e-Reader.  Had Amazon not replaced my Kindle for free, I may have purchased a B&N Nook or another e-Reader, and Amazon would have lost out on my future purchases.  A win-win situation for both of us.

Contacting Amazon support is really easy, too:  I used the Kindle support link on their website, and when they called me (yes, they called me within seconds, and my wait time was less than a minute) their rep already had all of my account information at hand.  Great job, Amazon.