My Kindle’s Screen is Broken! But Amazon is Replacing It – For Free
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.
June 21st, 2011 at 11:51 pm
Nobody knows how it feels to have a broken kindle’s screen until it happens to you.
Oh!!!…boy… It happened to me today and I am shocked.
I am really sorry because I didn’t buy the warranty and I think everything is loss.
But then, I read your post and saw that Amazon repaired your kindle for free and a little hope came to my pocket $$$$.
So, I was wondering if they repaired your kindle without a warranty.
I mean, with only the one year manufacturing warranty.
By the way, I bought my kindle three weeks ago.
Thank you so much for your kind response.
Jorge Zavala
June 30th, 2011 at 7:37 am
Thanks for this. Same thing happened to me. Just follow the steps and you will get a new kindle. Don’t lose or throw out the old one because you have to ship it back to be eligible. Thanks again. Signed, Relieved
July 1st, 2011 at 7:16 pm
Oh man this just saved me from a serious case of panic and depression. Much relieved to know a new one would be coming my way before I even called. I promise to be more gentle with my new one ;)
July 15th, 2011 at 9:16 pm
It looks like I have the same version Kindle as you and the same sort of thing happened to my kindle this evening though my non-refreshing portion is the top half of the screen in a straight line rather than an angle. I contacted amazon and while they said they would replace it, they are charging me $40 and they are not overnighting it.. :( I am happy to get it replaced at a low cost (though I am sure I will be receiving a refurb), but I am disappointed it happened at all. I treat my kindle very gently. It has been in a case since the day I received it and it very rarely leaves my bedside table. I think this is a manufacturing defect.
August 3rd, 2011 at 12:15 pm
I stepped on mine (it’s ridiculous, I know, but I keep doing it to my books, odds are I’d do it to my Kindle…). Amazon costumer service were excellent, not only did they send me another Kindle, as mine had been a gift, I didn’t have to ship the broken one or pay for the delivery (I live in Europe). I am huge fan of Amazon and would recommend it to everyone. I would much prefer to buy amazon uk books rather than having to buy the us editions, but with a costumer service like that, I wouldn’t trade my Kindle for any other reader on the market.
August 9th, 2011 at 12:06 pm
My kindle looked just the same, except it was in the opposite corner. I began to panic when I saw it because I didn’t know if my warranty would cover it. I called customer service and they were great. They offered to replace my Kindle and have it shipped in two days.
August 29th, 2011 at 7:54 pm
Wow! I clicked the Kindle support link supplied above and receive a call back in seconds. I copped to damaging my Kindle, and to my surprise Amazon is shipping me a new one free of charge! Thanks so much for the tip!
September 12th, 2011 at 11:49 am
This worked beautifully. Really. I opened my case to a broken Kindle this morning. I’m so glad I searched for a solution instead of just assuming I would be out of luck.
I used the Kindle support link provided and the CSR was refreshingly professional and efficient. They’re sending me replacement via 2-day shipping, free of charge!
I just have to print a shipping label and mail the broken one back within 30 days. She emphasized the fact that the credit card on file will be charged for the replacement Kindle if I fail to meet that deadline.
September 12th, 2011 at 4:49 pm
so they send you a new one free? bc i didnt drop mine it was in my backpack in its case and i took it out to read and its full screen stuck on mark twain!
September 18th, 2011 at 1:03 pm
Same experience as others. CSR asked if it had ever been dropped and I respondedthat it had then was asked how far it fell to which I asked which time. I’m being sent a free replacement. Honesty worked! Or maybe they just send a replacement if it’s all in one piece? They did good so I’ll keep buying their stuff.
September 18th, 2011 at 3:46 pm
Yeah i was getting something from under my bed… and theres a box under my bed that i put my kindle on because i can reach it when i lay down… well I was getting something from under my bed and i put my elbow on the box and i forgot it was there because there was a sweatshirt on top of it… well i put all my weight on my elbow and i heard a crack…. it looked fine until i turned it on… it has 2 cracks in it… My question is… will all my books be transfered to the new one? all my stuff? Plus i hav a skin on mine and yeah….
September 18th, 2011 at 5:51 pm
same thing just happened with mine. I didn’t drop it but I do carry it around in my purse a lot. I took it out to find it almost exactly like yours. I figured it would be my fault since it wasn’t necessarily a malfunction of the kindle but my fault, but I called in and they are shipping me one right now no problem. so easy, I love amazon, they have fixed any problems I’ve ever had immediately and effectively.
September 26th, 2011 at 2:56 pm
Thank you for this article. Broke my Kindle last night by leaving it on my bed and leaning all my weight from my elbows on it. I freaked out until I read this article and called. I’ve only had it for maybe a month but I called and they are replacing it and sending it in 2 days just have to make sure to send the broken one back or they will charge your card for the replacement.
October 1st, 2011 at 10:40 pm
Wow, if I hadn’t found this article by searching google for places to buy replacement kindle screens, I wouldn’t have imagined that Amazon would replace it. I don’t know how mine got broken, but I never thought in a million years that I wouldn’t be accused of throwing it under a bus or something ridiculous and told that I was S.O.L. But, I just got off the phone with them and they are sending a replacement. Thanks. :)
I’m seriously impressed by Amazon’s service.
October 3rd, 2011 at 2:46 pm
Soooo impressed with Amazon. Had a new kindle after my screen cracked. Cannot believe Amazon replaced it for me free of charge! Wonderful!
October 6th, 2011 at 8:46 am
Super impressed with Amazon’s customer service and response. I had my Kindle in its leather case, and unknowingly it was in my bed. My 4 yr old was playing with it and knows she isn’t supposed to. I went to get into bed, and put all my weight right on my Kindle…and then heard a crack. I was devistated :( Thought for sure I was SOL, even though I had bought an extended warranty through Target, after reading all the stipulations I really thought I was just out of luck. I found this and thought it was worth a chance. Thankfully they are shipping out my replacement and it will be here Saturday! I <3 Amazon!
October 10th, 2011 at 8:51 am
Same story as everyone else here, but they DID NOT send me a new one for free. Mine just stopped working a week after the warranty ended. They said that their policy was to not replace it for free. I had to pay 65 bucks for a new one. Glad that it was a reduced price, but not thrilled that I didn’t get the awesome experience that everyone else seems to be having.
October 10th, 2011 at 3:29 pm
That was so fast and easy. The contacted me instantly off your link, I told them that The screen was having the same problem and that I hadn’t dropped it. 3 minute call and my replacement will be here Wednesday at no charge. Thanks!!!
October 11th, 2011 at 2:57 pm
Did you all get the same version kindle replaced? We had a wifi non ad kindle and they sent us one with ads. Never broken just started to re boot on it’s own under a year old.
October 12th, 2011 at 2:05 pm
OMG!
brought kindle for my wife who sneezed? long story short its bricked, ditto above, got new one on way in two days.
fantastic.
will buy one myself.
October 13th, 2011 at 9:15 am
Lucky To All Of You With Free Replacements.. Didn’t Have This Thing For A Week. GF Accidentally Rolls On It Cracking The Screen. Called Up Customer Support. $85 Dollars + $139 Originally With Warranty. Getting Another One Shipped Out. Mad Envy To You Lucky Folk For The Free Replacement.
October 15th, 2011 at 3:35 pm
Same for us too – Amazon were brilliant. We clicked the link for a call back, and within seconds their representative called us, even though it was 9.30pm on a Saturday night! They efficiently arranged a replacement for us with no fuss at all. Top marks for customer service once again – well done Amazon!
October 21st, 2011 at 3:17 pm
I just had the same broken screen issue with my kindle and i contacted amazon through their online chat and they are sending me a new kindle by the 25th free of charge! :) they said though that since it was in a case nothing was spilled on it or anything like that i will get a new one but i have to send my old one back within 30 days so i dont get rebilled. Amazon is amazing and i’m so glad that i read this article becasue i thought i was going to SOL! Thanks a bunch for writing an article! :D
October 23rd, 2011 at 2:32 pm
My Kindle screen did the same thing, and customer service is sending a new one today. Thanks, Amazon!
October 26th, 2011 at 5:54 pm
Amazon is so awesome !!!! They called me and got me squared away with a new kindle…i swear i was going to cry when i saw my kindle half frozen but customer service was great!! If you have the same problem CALL!!!
November 1st, 2011 at 2:36 pm
I had one of my big old dogs in bed where I do a lot of Kindle reading. Silly me, I lay it on the cover and left the bed for a moment and my boy rolled right over on it, breaking the screen.
My kindle’s a couple years old and out of warranty, but Amazon is replacing it with exactly the same model (uses 3G which I really like) for only $40. I’ve been a happy Amazon customer for many years and continue to feel good about giving them business year in and year out. They do it right.
November 9th, 2011 at 2:56 am
Amazing Amazon!! Bought my kindle the week before I deployed and was in the hills of Afghanistan not less than a month ago when I was rucking up a mountain with my kindle in my cargo pocket protected by the leather case w/ light. Got to the top of the mountain and found my screen cracked just like everyone else. I’ve been back on my 2 week R&R thinking I was going to have to settle for the “n word from B&N” in order get a new reader in time to redeploy. Found this link, and tried it out. 11pm on a Tues Night. Took less than 5 mins with Charlene from CS. Free replacement due to warranty, overnight shipping for free (seemed standard procedure). It will be here Friday the 11th, I go back the 16th. Amazing Customer Support! Amazon has solidified my business!
November 20th, 2011 at 12:46 am
I thought all hope was lost until I saw your post! I turned on my Kindle tonight to find that it looked similar to yours above. I MUST have stepped on it or something and not realized, to be fair it was on my floor. Anyway, I called and luckily I am still under warranty. I had received it as a Christmas gift last year and wasn’t sure when it was actually purchased. I filled out the form, put my phone number in and got a call back instantly! Please keep in mind that it is 12:30am on a Sunday morning so this is quite impressive. I will have a new Kindle Wednesday free of charge! Yay!
November 20th, 2011 at 6:09 pm
Ditto to all of the above…Thank you Amazon, you’re doing it right!!
-CS
November 21st, 2011 at 8:31 am
Oh my. Same thing happened to my Kindle, except for the fact that 3/4 of the screen froze and is filled with white spaces and a few parts of the screensaver. I accidentally sat on it. It’s only been with me for 5 months and is still under warranty. Do you think Amazon will replace my Kindle? ;(
November 22nd, 2011 at 9:41 pm
I am so happy to have seen this online, I have been to best buy and everywhere that deals with electronics only to find out that Amazon is the only place to help. Follow the steps and the stress level is instantly gone! I will have a new kindle at my door on Friday and can simply send the old one back for free and at get it replaced at no charge. Relieved and very happy! THANK YOU FOR YOUR INFORMATION. L.S.
November 25th, 2011 at 1:45 pm
I have dropped my kindle many times since I got it as a gift… but it is always in its case. This time, it was in its case and it wasn’t even dropped… it was in my bag(side purse) and I feel like I must have hit it against something because now only the left corner of the screen works(felt like crying)… even though i have read all these stories I am still scared to call in and end up not getting a replacement… I would be lost without my kindle…
November 26th, 2011 at 12:44 am
I bought my kindle earlier today, managed to drop something heavy on it, and now the screen is busted. I contacted amazon support (via chat) and they were sure to remind me that this sort of thing isn’t covered by warranty, but that they would make an exception and replace it anyway.
November 27th, 2011 at 3:42 pm
I was just told no, I even tried calling back and the next rep told me the same thing. The offered to sell me a new one at a reduced price. Very sad that the kindle is so poorly made and Amazon is unwilling to stand by the product.
November 28th, 2011 at 4:23 pm
Hi Dede,
I was told the same thing today, my warranty expired last month. I ended up taking them up on their 65$ replacement offer, which isn’t much of a deal since the replacement I’ll receive costs 79$ anyway. Ah well, I’ll take what I can get, perhaps I’ll keep my broken one and absorb the 15$ cost. I heard of a class-action lawsuit, I’ll definitely jump on that.
November 29th, 2011 at 5:58 pm
Same thing just happened to my Kindle. Amazon offered to replace it for $60. I thoulght this was great until I read all the posts about free replacement for the broken screen. The warranty lis long expired but that does not seem to have mattered for the others on this post. what am I doing wrong?
December 1st, 2011 at 12:20 pm
cracked screen here too. thought i would be out of luck. saw this called and ill have a replacement here on monday. I love Amazon. Well done
December 1st, 2011 at 5:58 pm
I pulled my kindle out from my backpack, unlatched the cover and whaaaaa…cracked screen! I followed the instructions here and voila, new kindle, free of charge, with next day shipping.
December 1st, 2011 at 11:57 pm
I had the broken screen problem also. I called the support line and I was told that it was out of warranty so I have to pay forty dollars–after I talked with the representative, she worked out expedited shipping and waived the fees.
So I am pleased.
Thanks for tip.
December 3rd, 2011 at 3:51 pm
I bought my Kindle about a week and a half ago, an early birthday present…and I managed to break it the day before my birthday. The one time I left the kindle in its case on the floor next to my purse, I manage to forget it was there and lightly step on it. I heard the “ick” and my heart dropped. I panicked and then I saw this post. I tried chatting online with them and when I told them that I stepped on it, it was going to be an $85 fee. The new one will be here in two business days, and then I’ll send the broken one back. I was surprised that it wasn’t free, or that it wasn’t closer to $40 dollars, so said that I’d call to put the payment through. Husband called back a few dollars later, and they weren’t going to do anything for me at all, until they say the previous convo that I had had online. Apparently, had I dropped it, or had it been in my purse/back pack a replacement would be free because that is covered under the limited warranty.
December 5th, 2011 at 9:56 pm
Thank goodness for this page! Just finished chatting with an Amazon associate and it’s true, they are extremely helpful and efficient! I dropped my kindle – about 4 ft from the floor. They tried to help me fix it and when that didn’t work, looked into it, saw that it was still under warranty (which I did not know about) and now I will have my new kindle in 2 days!!! I’ll just have to ship my old one back to them in the box that the new one will come in and print the pre-paid label. Amazon is pretty cool…and it took 5 minutes to get all this sorted out :)
December 7th, 2011 at 8:55 pm
I sure wish I could talk to the rep you have found. I just keep being told no they will not replace it. I am offered the $85 replacement fee, but then it will only have a 90 warranty. I am so scared the new one will have a defective screen too that starts to go bad after several months and then I will hear no all over again since the warranty will be expired.
December 14th, 2011 at 12:01 am
I just took out my Kindle and my screen had lines all over it. I contacted Amazon and my 1 year warranty JUST expired and they said they would charge me $40 to replace the device. How did everyone else get a free device sent to them in return for their broken one without a warranty? PLEASE HELP!
December 17th, 2011 at 10:46 pm
how do u fix the screen inside but when i turn it on ti keeps flikering on and off
December 19th, 2011 at 3:31 pm
Me too…thanks for the post…didn’t even think about calling.. =)
December 21st, 2011 at 12:22 am
I recieved my Kindle as a present a few months back and was devastated when I dropped it earlier today. I clicked on the CS link listed above and within seconds recieved a call from a CS rep. and was told that they will replace my Kindle (it’s under warranty) and it will arrive in a couple of days (after that I will need to send the broken one back). I am very impressed with Amazon.
December 21st, 2011 at 10:13 pm
My screen broke 1 month out of warranty and they agreed to charge me the $85 dollar replacement fee, but will refund it as soon as they receive the old one back.
December 22nd, 2011 at 6:43 am
Thanks thanks thanks! I dropped it. I admitted it right away. Fortunately we have had ours less than a year and it was still under warranty. They replaced it no questions asked. WOW. That is fantastic. Thanks for the support link and the tip! And thank you Amazon.
December 28th, 2011 at 8:52 am
My husband got a kindle for Fathers Day last year and within two months we assume our 1year old got a hold of it and cracked the screen. After coming across this post last night, I dug it out of my husband’s dresser drawer and gave them a call. I told them it had been dropped, but they said that the straight horizonal and vertical lines that took up most of the screen (it almost looked like graph paper) meant that it had manufactual defects. Free replacement to be here in two days. Here we had stuffed it away for months until I saw this- I’m beyond happy since my husband has since got a replacement, now I get a Kindle!
December 28th, 2011 at 5:57 pm
Hi – have to say this just worked for me! One of my 2 children must have stepped on it last night, I used the link above and chatted with customer care. They’re shipping me a replacement for free which I will receive in less than 48 hours. Thanks for the tip! I would be lost without my kindle
December 29th, 2011 at 11:42 am
Thank you so much for posting this. I just got my first kindle a few months ago and when the screen broke I was devastated. Finding your blog was heavensent. I did just what you suggested and they are shipping me a new one. Thank you again.
December 30th, 2011 at 8:55 pm
Thank you everyone for posting. I used the link above. 15 mins later a new kindle was being next day aired. I love amazon!
December 31st, 2011 at 6:12 pm
I can not believe how great Amazon is as a company. The side of my Kindle cracked and they are sending me a free one. THANKS for the information
January 1st, 2012 at 8:59 pm
thx to this website i tried calling amazon and telling customer service that my kindle screen was somehow cracked while lieing in bed with it on New Years Eve…with my toddler!!!!! i couldnt believe that within mins they ere telling me i would have one by fri!!!!! i too luv amazon!!!! they def have my business!!!!
January 2nd, 2012 at 12:03 am
Same basic story, went to read today, an the screen was spider-webbed, with Virginia Woolf’s profile the only thing that showed. Followed the above link, within seconds the phone rang, and I was connected to a very polite human, at 11 o’clock on a sunday night, New Year’s Day at that! I explained what happened, and was honest with the fact that it may have been stepped/laid on. He had me confirm a few account details, and put the order in for my brand new Kindle, free of charge! They use a credit card for collateral, if you don’t send your broken device in within 30 days. I’ve never been more impressed with any company’s customer service as I am with Amazon’s. They know how to take care of their customers, and enusure they keep coming back. Thanks to the author of this article, I had lost hope!
January 3rd, 2012 at 7:27 pm
My screen stopped working. One week out of warranty. Amazon refuse to repair or replace it.
January 4th, 2012 at 6:20 pm
What if its the second time that the screen has cracked and it has already been replaced once? Then what can you do?
January 6th, 2012 at 3:09 pm
Same issue here but with different results than Steve. Received my kindle as a gift in Dec 2010, so it died 6 days after the 1 year limited warranty expired. Kept in case since day 1 and well taken care of, never dropped. Charged it last night, flipped switch 1 hour ago, and it ‘broke’. Obvious manufacturer defect – 3g+wifi keyboard version. I checked the help pages on Amazon, got same response as others have indicated, getting a free replacement due Tuesday (2 business days from now) to my place with 30 day replacement to return the defective one at no cost. They DO PRECHARGE the credit card for $1 and $85 – I checked my bank account and it shows the fees in processing, but not cleared through yet. I will have to wait a few days to see if it is fully charged or not. Amazon’s “my order” link shows $0.00 for the RMA.
January 6th, 2012 at 9:54 pm
Thank you so much for posting this info. My daughters broke 1 week after christmas, went to the website, called the Kindle customer service number, and they shipped a replacement one to us in a day and a half! Amazon has amazing service! Thanks again!!!!
January 8th, 2012 at 12:27 pm
My kindle had the same cracked screen as described here. I called them and the warranty expired about a month ago, so the only thing they offered me was to get a replacement for $65 (mine I think is normally priced at $150). They couldn’t tell me if it would be new or refurb. And of course as everyone above has stated, I have to send this broken one in. Not a bad deal, but not free as it seems most people posting here are getting. I’m assuming for the free replacement it still needs to be under warranty.
January 8th, 2012 at 10:51 pm
Thanks for posting this – I just contacted Amazon regarding my kindle as well. Mine is about 8 months old so within warranty. The screen had thick black lines across it and no matter what I did, it wouldn’t change. I contacted Amazon via chat and apparently a replacement will be sent through. As I am not in the US (I’m in AUS), I am required to pay for postage to send my broken one back but I’m happy with how Amazon have helped out. Their staff were extremely helpful!
January 9th, 2012 at 1:19 pm
Thanks this happened to my Kindle that I’ve only had for 2 weeks!!!! I was totally freaking out that my parents would screw but they’re replacing it free of charge and I should have it by Thursday ! Parents don’t know yet so better keep it under wraps :P xxxxxx
January 10th, 2012 at 4:44 pm
I had my kindle for Xmas and it broke today. Contacted Amazon on the website and they called straight back. I told them about the lines on my screen and the spider effect and they are sending a replacement within two working days. No trouble to them as it is still under warranty. Excellent customer service. I am also going to take an extended warranty for £29.99 for future problems. You have to do this within 30 days of purchase of a new kindle.
January 11th, 2012 at 6:48 pm
This same exact thing happened to me, but on the bottom of my screen. Pulled it out for bedtime reading and it was cracked. There were no cracks on the outside, though. Hopefully I can exchange it. :)
January 12th, 2012 at 6:19 pm
I have no idea who you all were speaking to at Amazon, certainly not anyone that I did. I also have a bad display issue on my Kindle and I am 1 month past the warranty expiration and under no circumstances will Amazon replace for free:( I would have to pay $85 to get it replaced. All of you who got them replaced for free post-warranty consider yourselves lucky as it seems that Amazon has smartened up. I’m getting a Nook!
January 14th, 2012 at 6:44 am
this happened to my Wife Kindle last night, she cried at the loss. I just followed the advise above and her new kindle is on its way. Thank God :o)
January 17th, 2012 at 2:37 pm
I received my Kindle Fire for a Christmas present from my boyfriend less than a month ago, and I managed to drop it last night and shattered the inside of the screen. I was absolutely devastated. Then, I remembered the screen was supposed to be ’shatter proof’ and I called the Amazon customer service number (at 11:45 last night!) and within 5 minutes they told me my new kindle would be here by Wednesday (= I could NOT be happier! Honestly, their customer service is what keeps me coming back again and again.
January 18th, 2012 at 12:37 pm
Amazon rocks!
January 18th, 2012 at 8:14 pm
I have had my Kindle for well over the warranty period, my daughter has dyslexia and it is great because it reads along with you. Well today she tripped and dropped it….20 minute phone call to the help line and my new kindle is on the way….that is customer service…the service that will keep my business with them!!!!
January 20th, 2012 at 8:33 am
Thank you so much for this post! My daughter leaned on hers this morning and 3/4 of the screen was a garbled mess. I will say that my first call to customer service was less than great…was told I’d have to pay $85 to replace it. Obviously, I was very frustrated after hearing about everyone else’s successes.
Fortunately, I decided to try calling back a second time and got a different customer service representative. He couldn’t have been more helpful and is replacing the Kindle for free.
Thank you, Amazon! (The second guy anyway.)
January 21st, 2012 at 12:53 pm
Similar results. Had my kindle (2nd Generation) for almost two years, and while on vacation had my screen break. I have always been very careful with it.
Chatted online with Amazon after finding this blog. The CSR stated it was out of warranty, and I asked what my options were. I can upgrade to a graphite 3G for $40. That’s better than the alternative!
January 22nd, 2012 at 12:59 am
I just got off the phone, apparently for my year old grey Kindle, it will cost me 65 dollars to replace. What’s up with so much variation? This is ridiculous.
January 22nd, 2012 at 3:35 am
great service had the lines etc. kindle will be here in 2 days. its still under warranty. don’t know why mine broke as i was holding it when it crashed and i didn’t drop it or anything. i was in the middle of a paragraph. at first i thought the battery had died… but alas it wasn’t that. will be ordering more from amazon for sure. the customer service was fantastic. didn’t really have to deal with an automated service too much and the person spoke English (perfect English). love dealing with someone who knows what i am saying and is friendly. 5 stars all the way.
January 23rd, 2012 at 8:12 pm
Just talked with Amazon & they want $100 to replace it. Just got it for Christmas. Said cracked screen voids warranty.
January 24th, 2012 at 10:12 pm
Same story, screen with lines and partial screen saver. Relaced with no worries. YESSSSS
January 26th, 2012 at 2:39 pm
because of this article ive just phoned amazon support for the uk and they are sending a replacement tomorrow…i told them the screen had cracked and they took my card details and said i had return the broken kindle or they would charge me ….happy days and thanks to the author of this article as i wouldnt have imagined they would replace it
January 27th, 2012 at 9:17 am
My Kindle 2 was over a year out of warranty, and last night I pulled it out and the screen saver stayed on 1/2 the screen (half text half Virginia Wolf). I like Virginia Wolf, but don’t want her taking up 1/2 my screen. :) I was devastated! I found this article this morning, and was skeptical but thought it was worth a try. I entered my info through the link above, and they called back immediately. The guy was super nice, and said that he would replace it with a Kindle3 3G for $40 and he would waive the shipping. He is sending it 2nd day, so I should have it by Tuesday! Thank you, Thank you, Thank you!! Amazon has awesome customer service.
January 31st, 2012 at 7:34 pm
Thanks so much! I cracked my g/f’s kindle and am surprising her with an new one that they are sending me as a replacement!
THANKS!
February 1st, 2012 at 7:32 pm
Wish I had been so lucky..Called amazon today because my daughter knocked mine off the couch and stepped on it.. It was exactly 1 month out of warranty.. 85 bucks for the replacement, 20 bucks for shipping both to me and for the label to ship the broken one to them, but oh well.. I can’t live without my Kindle.
February 1st, 2012 at 10:40 pm
My kindle is barely 1 month out of warranty and the screen randomly decided to stop working properly. I called twice and they want to charge 65 plus shipping. I love the Kindle for their special Ink, but I might just go over to the Nook or a tablet. Why pay the 65 if every year the screen will crack. I didn’t step on it, apply pressure, or spill any liquids on it. Seems like a waste of money to pay anything for a new one. If the product is only good for a year, then they should advertise that. Extremely disappointing especially since the Kindle I have is only worth 79.
February 2nd, 2012 at 6:30 am
SO GLAD I did a search on this! I almost threw mine in the bin because it’s really old, and I dropped it (so out of warranty and my fault!). I called Amazon instead, as Eddie noted I was on the phone to an Amazon rep within seconds. They are replacing my kindle for $40! A new kindle here in the UK costs £90.
I LOVE AMAZON.
February 2nd, 2012 at 7:57 am
Thanks so much for posting this! I too turned on my Kindle only to find horizontal lines running across the top all the way to the very middle of my screen. I was so upset up to that point I had not had a single problem with my kindle! I was trying to figure out a way to make the extra$ to buy a new one ( I can not imagine ever NOT having one now ) and had never thought about calling Amazon Customer service. My kindle was a present for my birthday 6 months ago, so i wasn’t even sure i had a warranty! Apparently I do because they are sending me a new one, and it should be here in three day! Thank you original poster, and thank you Amazon!
February 4th, 2012 at 2:41 am
I damaged my kindle yesterday by dropping it on the floor. Half of the screen stopped working, I was destroyed and annoyed. I almost went to their web-site and order new one today than I called and they replaced it for free! awesome! Love Amazon!
February 4th, 2012 at 8:30 am
My granddaughter leaned on my Kindle and now it is frozen and with some lines on the bottom of the screen. I called support and I didn’t get as lucky as some of you with being offered a free replacement but they are charging me $85.00 which of course I accepted.
February 4th, 2012 at 10:01 am
I called about this same issue and I am just over a month out of warranty. It will cost me $85 for a replacement Kindle. I have kept my kindle in its case except when being read and I have been extremely careful with it. One drop and now it is done.
February 6th, 2012 at 4:59 am
Thanks Amazon!!! I bought my wife a Kindle and had to send it back due to black lines accross the screen. We were given a replacement and guess what? 1 year and 3 weeks after getting the replacement……the same fault. I called Amazon and explained that this is a genuine fault (not damage) but because it’s 1 year and 3 WEEKS since we got our replacement, Amazon want £40 plus shipping. I know it’s only £40 but this is a matter of principle, I gave them £149 for a Kindle and it has lasted just over 1 year and was a faulty item. I can buy a touch pad PC or I-pad and get the books elsewhere and that’s what I’d advise anyone else to do. Dont give Amazon any more cash, they need to learn that they cant push long standing customers around any longer.
February 8th, 2012 at 10:13 am
Thank you for your website. My daughter turned on her Kindle last night and black and grey lines going across the screen. Tried to reboot but it got worse. Called Amazon Customer Support and they told us that it was not repairable. Just found out the warranty expired 2 weeks ago with no notice. They will send out a replacement but since the warranty expired it will cost me $85. However, they will send it overnight with free shipping. My daughter uses her Kindle for school. I gladly loaned her mine until the new one arrives. I’m very disappointed that I didn’t receive any type of notice that the warranty expired. Especially since it is a Kindle defect. Thinking if my Kindle has the same issue I may go with an IPad.
February 10th, 2012 at 3:33 pm
Thank you for your website. Just went from desperate to happy in a matter of half an hour. Managed to break the display of my just a few days over a year old kindle3 3g+wifi keyboard … Needless to say, i thought all was over – no warranty, my own recklesness… Spent an hour surfing trought the web, searching for the price of new display, wonderng about FIre or Kindle4… when i came up on this site.. Read everything and said to myself – heck, let’s give it a try, have nothing to loose…
went on the amazon site – contact us, selected chat option, and after 15 minutes a firendly and helpfull Amazon representative told me that a brand new replacement unit is being sent to me, free of charge…
I am amazed… this is customer support. Thank you Amazon. For all the rest, give it a go..you have nothing to loose and much to gain…Thumbs up!
February 10th, 2012 at 9:58 pm
Mine is just disordered didnt tuch it hadnt used it for like 1mont and i got ir for christmas im screwed and i ddint buy it on the amazon site but a big w and the yr warrintiy is still on it but u cant trust a warinty im sad and i love my kindle
February 23rd, 2012 at 4:49 pm
[...] more searching later I came across this article on Eddie On Everything. In it Eddie (whoever this may be) had his Kindle replaced as it was under warranty, for [...]
February 23rd, 2012 at 4:58 pm
Hey, thanks so much. I have just been on the phone and had my Kindle replaced, for free – it will arrive on Monday apparently! I was moments from putting it on Ebay as spares or repairs. Thanks again!
February 23rd, 2012 at 7:18 pm
Good news for UK users – it worked for me too! Found the same link on the UK site at 11:45pm and they called me straight away. Have been keeping it at the bottom of my handbag, so the fault was blatently mine, but I just played dumb. As it’s 2 months out of warranty, he said he couldn’t send one for free, but that I could pay £25 for a new one, which is very reasonable! On top, he added £5 credit as a voucher back to my account, to apologise for the inconvenience! Fantastic service :-)
February 23rd, 2012 at 8:49 pm
Will Amazon replace it if I didn’t purchase it from them? My daught has had hers since Christmas so only a few months. She takes it to school to read w/ but today another students foot accidentally came in contact w/ the screen and only half of it works! Hope you can point me in right direction!
February 28th, 2012 at 7:49 pm
Kristy, you’d need to go through Amazon for the manufacturer’s warranty. The retailer would only cover it for 90 days.
That being said, mine ran into a broken screen after hitting a bad pothole in the car (launching it from the passenger seat onto the floorboard). 5 minutes on the phone, Amazon agreed to send me a new one for free, 2 day delivery.
February 29th, 2012 at 2:58 am
My husband bought me the Kindle keyboard from Target for my birthday this past November. I’m not sure how it happened, but over the weekend, a crack appeared across the screen very much like the one in the photo. I tried everything I could find on the Internet, but nothing helped. I was devastated. Thankfully, I also found this article. From the comments, it appears people are having mixed results contacting Amazon, but I tried anyway. I’m so glad I did. A replacement Kindle will be here by Friday, at no cost to myself. Hooray!
March 4th, 2012 at 6:23 pm
I feel really angry. I had to call twice because the first time I needed a credit card on file (they sai it would be so they could hold the money until they got the old kindle back) but the 1st time I called they sai it would be free. I told them that it had been in my purse and I had accidentally sat on it. The second time I called I told them I might have sat on it and they said it would be $65 to replace! I even told them about the previous conversation but they said it wash covered. I guess I should’ve told them the long version of the story. I feel really dumb now, but I don’t plan on replacing it if im going to get a refurbished one for almost the same
March 10th, 2012 at 5:17 am
My Kindle got broken and when I found out that my screen was cracked, I had basically gave up and after buying all of the books that I had just brought! I was really sick,then tonight I decided to just really look to see if it could be repaired or if it is still under warranty or even if it’s covered? Then I saw asked questions that almost the same as mine. Then I just followed their directions, and in five minutes a gentlemen from Amazon.com called me, it was about 4:10am. He asked a few questions and he was done and told me to look for the package in the mail Tuesday no later than Wednesday. He has really made me so very happy, he has made my day, thank you soooooooo much! May GOD bless you!!!
March 12th, 2012 at 10:38 pm
After my screen broke because a picture frame fell if the wall on it I was sad. Its been a few months. I found this site tonight and just called customer service and after asking a few questions he said he will send out a new one. He said make sure to send back the old one. He asked if it had been dropped after he said he would send a new one. I was honest he said my response didn’t matter. I’m glad I found this page. IT WORKS JUST CALL THEM
March 15th, 2012 at 4:50 pm
OK, We will see what happens. This makes ZERO sense to me. I’ve just been told that they had an unbending policy and couldn’t replace my Kindle that had the same screen issue as the author and was only 3 weeks out of warranty. I told them I was a Prime Member and spent a good deal of money each year buying books and that this was a device that allows you to purchase MORE product from them. The stance just didn’t make sense to me.
I have 85 bucks, but this is more about the principle of being a customer-centric company and how I’ve been treated is the antithesis of that. When I told them I would take my business else where they politely said “I’ll see you later.” Here is the response from their Customer Service Executive team…
“Unfortunately, sometimes a request such as yours may seem to be a reasonable act of goodwill when applied to only one customer, but is then no longer reasonable for us to provide when applied fairly to all of our customers. Because of this, we must sometimes make a difficult decision to stand behind a policy knowing it will be disappointing to one, but acknowledging that it’s truly in the best interest of all of our customers.
We’ve appreciated your loyalty over the last 5 years, and while we’re disappointed to hear you might not shop with us any longer, we’ll respect your decision and wish you the best.”
Then I found this site. I also see that Amazon sponsors this article. That seems odd to me. I’m going to do two things. First, I want to see if my comment gets posted. Second, I am going to call back and talk to customer service in India or wherever to see if this “works” like so many of you said it did. If it does, I’ll come back and post that Amazon fixed the situation.
March 16th, 2012 at 4:13 pm
I started buying kindles in our family one year ago. I first ran into a problem when my own kindle ran out of battery every two days. I called amazon and they replaced it for free (holding my credit card details until i returned the first kindle). The kindle was under guarantee. I have in the meantime had to replace my sons kindle twice for the horizontal line syndrome (first time don’t know why and second time following a plane trip). The kindles were replaced free of charge each time. On Christmas day amazon support called me to sort out a problem with my sisters new kindle. They could not have been more helpful.
March 17th, 2012 at 11:23 am
Just called in about same issue with my girlfriend’s kindle and the customer service rep I spoke to could not have been more friendly or helpful. The kindle was still under 1 year warranty and the free replacement will be here in 2 days! Amazon has the best customer service.
March 19th, 2012 at 10:09 pm
Amazon rocks!!!!
March 20th, 2012 at 9:11 pm
I got a kindle in December 2009 it broke and was replaced in August of 2010 . Now I have a white screen its completely with my last page read imprinted. I called was told itnwould be replaced but they couldn’t process my card and was disconnected. I called again and was told it would be a $65 service fee plus shipping and handling. Not happy at all with amazon. I also had 2 lighted covers replaced and then the just credited the cost after the 3rd one did the same thing.
I think I am going nook maybe there will be better customer service.
March 21st, 2012 at 11:35 am
I got my Kindle in January 2010 from Amazon.co.uk, and it just broke. Been on to support 3 times, but it simply will not turn on anymore. It’s in mint condition, always been in a leather case, and it crashed simply as i was reading, so whatever happened, it wasn’t caused by me. But they want 40 pounds plus postage and packing (to the netherlands from the UK). I think it’s pretty sickening. And crappy behaviour to someone who’s been a customer for 14 years.
March 21st, 2012 at 11:35 am
Amazon is the best with customer service!! They are replacing mine free of charge and it will be here in two days.
March 21st, 2012 at 2:23 pm
I just spoke with Amazon. Three months out of warranty. No free replacement. They want $65 service fee plus $20.95 shipping to France.
“Once the warranty is over then I am not authorized to replace the kindle for you for free.
Me:can you at least explain how many others are receiving that service? I have been a loyal Amazon customer for years.
Asif: I understand the situation. If I were in your place, I’d feel the same. I apologize for the inconvenience.
I appreciate your business with Amazon. I am sorry but amazon.com does not offer these kind of offers.”
So there…
March 22nd, 2012 at 9:11 pm
Amazon.com customer service was really nice and polite! i felt really comfortable and calm talking to the representative!!!
I had a similar situation where i woke up one morning and i see my kindle next to me with a broken screen exactly like the one in the picture!!!!
If it wasn’t for this post i would have been depressed and worried for a while!!!
Thank You!
March 22nd, 2012 at 10:00 pm
I just called Amazon and yes they have excellent customer service.. i will have my new kindle fire delivered march 26. =)
March 24th, 2012 at 10:16 am
The screen on my Kindle Keyboard 3G looks similar to the picture above. After talking with Amazon customer Support, they offered to replace it for $85, because it is out of warranty. Unfortunate.
March 25th, 2012 at 2:49 pm
I am sorry to report that Amazon charges $85 to replace if it is out of warranty. Not sure how anyone else got it for free, but I would not rate customer service as excellent. Not because they would not replace it, but because of the hurried and rushed attitude of the CSR.
March 26th, 2012 at 9:31 am
Thank you so much for this information because I really thought I was going to have to pay for this. They really do have amazing customer service and I LOVE AMAZON! Thanks again!
March 26th, 2012 at 10:05 pm
My kindle broke to and i hope your teqniuqe works!!!!
March 26th, 2012 at 11:08 pm
My god, I thought I was going to die
I brought my Kindle to school the other day to finish up a book I’d been reading on it, and when I took it out of my bookbag later that day, my screen was completely frozen on the left half. Naturally, I was devastated, until I read this little thing.
I’m going to be calling Amazon tomorrow evening. I’m so excited!
March 30th, 2012 at 7:21 am
I was so devastated last night when I realized my Kindles screen was frozen! I looks just like yours!! Thank you for this!! i just spoke to Amazon, and they are shipping a new one out free of charge even though I am no longer under warranty!
March 30th, 2012 at 10:48 pm
So confused. I called Amazon because my kindle had the white lines disease too. I was told I could buy a replacement for $65 (my warranty expired long, long ago). I said I’ll pay, I just want a working kindle! My email from Amazon said they would charge me the replacement fee if I didn’t send my broken kindle within 30 days.
Does that mean my (soon to be mailed) kindle will be free – as long as I mail the broken one?
April 1st, 2012 at 9:16 pm
I’ve just chatted with two different representatives and they said I should pay $85 for a new one. Warranty gone in November 2011 :( Too bad, since I used it the usual way, no accidents. I’m not sure I want to pay $85 for a replacement if a new one costs $109 (without 3G though). I feel it’s unfair :(
April 2nd, 2012 at 12:09 pm
Wooohh! Mind = blown.
I just called Amazon, got the confirmation email for the free replacement right away.
Free of charge, tho I have to pay for the international shipment (Hong Kong here) but it’s only 10USD.
I had exactly the same problem, top half frozen, the rest aw working fine,
Great job Amazon!
April 2nd, 2012 at 5:09 pm
Great service, Amazon! I’ve called and they promised to replace my 4-year old 1st generation Kindle with a brand-new Kindle Fire for free! I only pay $4.88 for handling and processing! I was reading in a bathtub and fell asleep, the device drowned and the screen was damaged. But they said they would make an exception since I bought e-books at least every four months. So happy!
April 2nd, 2012 at 11:00 pm
I bought my first kindle from kijiji, because shipping to canada made it quite expensive. In November, I experienced the same screen damage everyone else seems to, and i was sure they wouldn’t do anything for me because 1-i’m in canada and 2 – i didnt buy it. it turned out when i called that the warranty was up 2 weeks prior, but they still sent me a new one. on the phone she said i may have to send the old one back, but the follow up email said not to.
So today, same thing happened.. screen damage, phone call, yes they will replace it..
I get why. This is clearly an issue that they dont know how to fix. but more importantly, they make their money on the books, and if you cant use your kindle, you wont buy books..
fine with me, as long as i get to keep reading.
April 3rd, 2012 at 10:48 am
Seems Amazon can’t figure out what their policy is here. I had the same screen issues as everyone else, and was told I’d have to pay $65 for a replacement. Only think I can think of is they look at how much you spend on books and decide if they want to keep you as a customer. How can those of us who’ve been on the short end of Amazon’s non-policy connect and consider filing a complaint?
April 3rd, 2012 at 12:28 pm
I ‘m interested in non-English books, there are not much on Amazon, so I don’t buy from them. That’s why I think I was turned down :( I guess we should start from an online petition to see how many people are affected by double standards…
April 3rd, 2012 at 1:07 pm
Who are you going to complain to, Fred & Yura? The police? The president? My god you people are whiners. Why should Amazon do you the courtesy of replacing your out-of-warranty Kindle for free when you don’t buy books from Amazon? “Waah, a company won’t give me something for free.” WAAAH!
It’s clearly not a random policy. It’s clear that Amazon is going above & beyond by providing their loyal customers with a new Kindle when they break theirs.
It’s people like you who give all customers a bad name. You self-entitled brats.
April 3rd, 2012 at 2:42 pm
Jim. I chose Kindle as a reading device among a dozen of other competitors. I didn’t buy a lifetime commitment to buy anything else from Amazon. Can you imagine SONY demanding that customers should buy something else from them to be treated equally? In addition, I don’t buy their books, but I buy lots of other stuff regularly, so am I not a “loyal” customer?
April 3rd, 2012 at 3:15 pm
Yes, Yura, and Amazon will replace your Kindle if it malfunctions within the warranty period. What more do you expect? Just like you didn’t agree to buy books from Amazon in perpetuity, Amazon didn’t agree to replace your device for free for the duration of your lifetime. 1 year warranty. That’s what you agreed to when you bought the thing.
Why don’t you try calling up Sony and telling them that you caused impact damage to your Sony device and see how far that gets you?
April 3rd, 2012 at 3:19 pm
Furthermore, Yura, I easily spend $100 each month on Kindle books. If I called up Amazon and said, “Hey, I want another Kindle for free, and I think that I’ll then spend twice as much as books,” they’re probably give me one. Are you going to bitch about that too? ‘Waah, waaah, where’s MY free Kindle?”
April 3rd, 2012 at 4:29 pm
They should make it clear it’s their policy but not some random decisions..
April 4th, 2012 at 9:36 am
I’m glad I came across this website, though I feel like I acted a bit entitled. I initially called kindle support yesterday when I realized my screen was cracked and frozen. The gentleman i spoke to told me that nothing could be done because the warranty was voided for any screen pressure issues. He offered me a refurb for $80. I searched a bit and saw this site with comments dating up til yesterday, so I called back to figure out exactly what the policy is. Without giving me any explanation, he sent out my replacement! It’s worth a call back.
April 4th, 2012 at 6:04 pm
My Kindle screen apparently broke today. It looks to me like impact damage, although I don’t know how or from what, since it was in a protective neoprene case.
While Amazon.com Customer Service was easy to deal with and very sympathetic, they *did not* offer me a free Kindle. I was offered a replacement for $65 plus shipping & handling, which would have been free for Two-Day shipping since I’m a Prime customer.
I’m seeing random numbers all over the place with these comments.
$85
$65
$40
Free
And one reader said he got a new Kindle Fire for $4.88 because he purchases ebooks so often.
Its pretty obvious what’s going on here. The more ebooks you purchase from Amazon.com, the less your replacement costs, or you either qualify for a free device.
That makes sense, since the Kindle & Kindle Fire are basically subsidized by ebook costs. There’s a reason Sony E-readers were $400 at Best Buy in 2008 and there’s a reason they’re $139 now. Amazon has driven the price down.
Apparently I don’t buy enough ebooks to fall into the $40 or Free replacement bracket. My warranty *is* expired, but with so many other posters claiming expired warranties but getting free replacements, ebook purchases can be the only deciding factor, since I know Amazon well enough to know they wouldn’t risk preferential treatment of certain customers, which is well-documented on this site, for “no good reason”. As it happens the preferential treatment is for a *very* good reason – certain customers are buying tons of ebooks!
I actually have no problem with this whatsoever. I’ve had my Kindle for about 15 months now, and I’ve only purchased about 5 or 6 ebooks. Mostly I borrow ebooks from the my university and local libraries.
Now, however, I am seriously considering a Kindle Fire, and if they will offer me a discount of about $50 for the Kindle Fire if I ship the Kindle Keyboard back to them, I’ll probably go ahead and take the plunge. If not, I suppose I’ll just get the Kindle Keyboard and buy an iPad 3.
April 4th, 2012 at 6:36 pm
Well, I called again trying to get a better understanding of the replacement policy, and I was told *emphatically* that is it not based upon the amount of ebooks purchased.
I do not for one moment believe that.
I’m also in the boat with some other Amazon users. I’ve been using Amazon since 2002. I’ve been a Prime member since 2005, I signed up the very same day it was announced.
Over the past 10 years I’ve spent well over $45,000 at Amazon.com.
After the very vague and evasive replies I got to as to why so many users are charged from $40 to $85, while some users get free replacements, or even upgrades to Kindle Fires, I think it might be time for me to rethink my Prime membership. This is the very first time I have ever been unhappy with Amazon Customer Service.
And the only reason I’m unhappy is because there seems to be a difference in the way certain Kindle owners are treated. I don’t buy dozens of ebooks, but I buy a whole lot of other things from Amazon, constantly.
Its not the fact that I have to pay for a replacement for an out-of-warranty device, its the fact other users are getting free replacements, while almost certainly having spent less than me, or having been a Prime member for less time than I am.
Customers are a fickle breed, and its hard to make them loyal, but once you have them hooked, its a good idea to at least entertain their concerns and consider the “big picture”, not just one Kindle device.
April 4th, 2012 at 7:15 pm
My second-generation Kindle has never been stepped on, dropped, or had anything spilled on it. The top of the screen — where the battery life and book title belong — is completely grayed out. I called Amazon, and a rep ran me through the troubleshooting process then called me back an hour later to run through it again after it was charged for that time. He told me I could get a 3rd generation with 3G for $85. There seemed to be such a discrepancy in service from this thread that I decided to try again and this time started a chat. The new rep asked what would make me happy (I think those were his exact words) and I said in my research I had seen replacements for $40 (I wouldn’t expect a free replacement 2+ years after the fact), and he offered me $50. I did mention that I was a loyal and longtime Amazon customer, and a Prime member.
I took the $50 offer, even though I think I’d prefer to get a Touch (I have the keyboard). I think $50 is fair and this way I don’t have to buy a new case either.
I just wanted to post because sometimes it pays to ask again. To reiterate, I was never trying to get a free replacement for a 2-year-old device — just wanted what sounded to be fair based on this site and others I’ve found.
April 5th, 2012 at 6:10 pm
my kindle screen broke stinks cant even replace noooooooooo
April 9th, 2012 at 5:13 pm
I tried calling in today about a broken screen. (My dog jumped on mine.) The rep was rude and then said it would cost $85 plus shipping and handling.
April 9th, 2012 at 6:30 pm
I woke up this morning and felt that i should get started on a new book. I opend my backpack up to find a very…. pleasent surprise, a very messed up screen. After an hour of arguing with parents I looked up solutions online I stumbeld upon this website. I clicked the support link and recived a call within seconds! I was greeted by a very polite male. I explained my situation and am reciving a new kindle touch in 2 days free of charge as long as I ruturn the broken one within 30 days, they even gave me a free mailing lable! Great custumer service!
April 11th, 2012 at 10:52 pm
My son’s K2 suffered a broken screen. Of course, he has no idea how it could have happened. I followed the advice above, but expected to be one of the unlucky ones who gets charged. To my surprise, there was no mention of that at all. The friendly person on the phone simply offered to send me a new one out right away. If yours is broken, give a call… it can’t hurt to try!
April 12th, 2012 at 12:51 pm
You must realize that Amazon call centers are based all around the world with different standards in regards to training and the way CSA are due to cultural differences, if your not happy with an agent that you are talking with put the phone down and send another call back request as it is easy enough to do this, you can even ask the proceeding agent to report the previous agent and request that coaching be performed to rectify his/her attitude as they take this very seriously.
Amazon will thrive for decades as their customer service and customer centric attitude can not be matched by any company out there especially in the kindle department, there will be restrictions to replacements and this will become very apparent when trying to get a replacement after the 12 month warranty but if you take 5 min of your time and Google out of warranty exceptions there are ways to get around this fact. Basically I’m telling you to do some research if your not happy with the result, use the system to work for you and stop being so whinge!!!!
April 15th, 2012 at 9:14 pm
my son damaged his kindle somehow, don’t know if it was dropped or pressure on the screen but about ten percent of the top left of the screen is locked and will not change. I put my info into amazon’s contact us page and my phone was ringing before I could get to it. The friendly rep asked a few general questions about the damage and likely cause. I was honest and not anticipating much but he responded that it is under manufacturer’s warranty and a new kindle would be received two days from now at no cost, I just have to return the damaged kindle. Great customer service. I will be an Amazon customer for life and recommend their services as well. Thank you.
April 17th, 2012 at 11:43 pm
Thank you so much for your article! I panicked when my screen looked like yours. Your help was excellent and it saved me from losing sleep tonight!
April 18th, 2012 at 11:05 am
on the second one after the screen broke, and the second one is also broken now, it seems to me i have bad luck with them, but i love my kindle
April 22nd, 2012 at 12:25 pm
2 year old kindle , out of warranty. Never dropped, but the screen quit working. Amazon will replace it for $85. No problem, I thought, since I have $300 in gift card credit. But guess what—they won’t let me use it! I have to pay the $85 with a credit card.
April 28th, 2012 at 10:00 pm
OK, I’m mad at Amazon! I had one daughter step on her 3G a few months ago – it was in warranty but I had to pay the $85 to replace it, no sweat. Now my other daughter’s 3G is only 17 months old and it just locked up – out of the blue. Amazon wants $85 to replace this one as well. NO WAY! Isn’t it worth it to them to keep her buying their books? I’ll send her to college with an iPad or Android tablet.
April 30th, 2012 at 3:01 am
Thank God for a great company like Amazon. I was at the brink of tears tonight when my beloved Kindle, that goes everywhere with me might I add, got knocked of my bed and fell 2 feet to the floor and pretty much ruined the screen. I was devastated because originally when I looked into warranty, it did not appear that this would be covered because of the type of damage it was. I was going to just buy a new one, with what little money I have but then I decided to just search my Kindle problem on Google and this website popped up. Followed the link and had someone calling me moments later even though it was almost 3 am. All it took was a few moments and then the lady on the other side told me that I could expect my new Kindle in 2 days!
Thank you Amazon for providing such amazing customer service!!! You have made me happy beyond words!!!!
April 30th, 2012 at 9:35 am
I am so thankful for stumbling upon this site and for purchasing a Kindle instead of one of the other e-readers. When I went to pull my Kindle out of it’s sleeve, the screen was distorted and I was speechless, because I was sure I had not dropped it or done anything to damage it. Anyhow, I followed the advice here and had Amazon CS call me, and although it is out of warranty, they are replacing it for free! I had to put it on my credit card, because once they process the order for replacement, it automatically detects that it is out of warranty, however as soon as it ships, they are going to refund the money back to my card. They also credited $10 to my Amazon account so that I could buy a new USB cable! I just have to print the return label and return the damaged Kindle within 30 days. I am so happy I can’t see straight!!! I am an Amazon customer for life!
April 30th, 2012 at 4:45 pm
Thanks for writing the article, they just replaced mine and I wouldnt have even called them if I hadn’t read it.
This is why time and time again I buy from Amazon, even when they aren’t the cheapest.
The worlds best customer service, second to none.
Thanks!
April 30th, 2012 at 5:07 pm
Same story, my wife’s K3G, broken display, no abuse and six months old. Called Kindle support toll number, brief wait time, professional CSR and a replacement is on its way. Nothing to complain about so as many others here – please try. My wife was ready to go buy another one – I suggested try first. She is delighted!!
April 30th, 2012 at 7:02 pm
I got a hold of Amazon support via instant-chat, and after a little troubleshooting to verify the screen was broken, they are sending me a replacement free of charge, not even charging for shipping and handling! Cheers to others who pointed me to support, I was ready to go buy a new one.
May 2nd, 2012 at 6:25 am
[...] 40% of the regular cost) and will be sending back the broken one. I have read reports though that other people with Kindles out of warranty have been replaced free of charge but I suspect that they spent much more on content and other stuff through Amazon so it was worth [...]
May 2nd, 2012 at 8:28 pm
bleh. my 2nd gen keyboard kindle has the lines on the screen. it was not dropped and is in a fairly sturdy case. i am a prime member, rarely buy books (rent or dl the free ones), i do make weekly purchases from amazon. in fact today i ordered the refurb kindle fire that was on sale. i called customer service, knowing i was out of warranty. they offered a graphite 3rd gen for 89. i am debating making a second call and/or googling replacing the screen myself. i was really hoping to have a free replacement.
May 4th, 2012 at 1:00 pm
That’s all fine but my screen just wen half black one week afetr the year-long expired. No reset helped. They do offer a reduced price on a replacement but do I wnt to spend any more money on a device that breaks one week afetr the warranty expires? No change in treatment, no pressure on the screen, no apparent cause.
May 5th, 2012 at 12:43 pm
I love Amazon costumer service, It’s really great. I didn’t expect this because I’m a customer from Perú, but they are sending me another kindle touch for free (as long as I return my broken one within 30 days).
I was having second thoughts about having a kindle instead of a Sony Reader but now I’m really glad I choose Kindle :)
May 9th, 2012 at 1:07 am
Kindle keyboard purchased 4/27/11 broke today while in the case. Not dropped. I have to pay for a replacement but the same item is only $79 now. I have three Kindle keyboards and three Fires (shhhhh, two are going to be gifts). I was told no free replacements ever. I even mentioned these posts. I do understand a warranty but not inconsistent enforcement of it.
May 9th, 2012 at 5:42 am
Thanks for your post. Long story short broken screen ,was heart sick saw your post and call .It happened I called one year to the date of buying-sending me free new kindle shipping old one back.I love Amazon!!!!!!
May 9th, 2012 at 4:54 pm
I haven’t had the chance to call Amazon yet – I’m outside the USA, and cannot make an international call from my office. My cell-phone battery is dead. So I’ll be calling them later.
But one thing I’ve noticed – I’m not the only one to be stuck with half of the screen showing the Virginia Woolf screen-saver. Is there something about her?
May 10th, 2012 at 3:27 pm
Picked mine up from the bed side table last night and the screen was fubared, got it for XMas 2010 so it’s over it’s year warranty, no free replacement but will give me a new one for $65. Not for sure I want to spent the money on something though that only last just over a year as I’ve taken very good care of my kindle since I received it as a gift.
May 11th, 2012 at 3:27 pm
Amazon will even pay the cost of sending back the broken Kindle from outside the USA.
Of course, Amazon aim to make money not by selling the Kindle device, but by selling Kindle e-books. I’m grateful to them for the service, but I can see why it makes sense for them. Since January, I’ve purchased $75 worth of books for my kindle. I’m sure that, at that rate, they will recover the cost of supplying a new kindle very quickly.