Broken kindle - 5 star service from Amazon and Square Trade

zzzLazyDaisy

Just thought I would report my experience after my beloved keyboard kindle suddenly died on me on Sunday evening. I was reading it, put it down, picked it up and the screen saver had frozen. I tried rebooting and charging, but all that happened was the screen developed a tartan effect of stripes across and down the screen

It was just two years old, so out of warranty. I was pretty certain it was dead, but decided to give Amazon kindle CS a ring before biting the bullet and buying a new one, and this is what happened...

9 am yesterday phone call to Amazon, quick diagnostic tests confirmed it was dead. Nice man said it was out of warranty but he could see that I had purchased a square trade warranty for breakdowns and accidental damage (I had forgotten about this!), so he would transfer the call

Few minutes later a very pleasant lady at ST confirmed that the amazon CS guy had explained everything, that my kindle was covered, and because they no longer have the basic wifi kindle keyboard, they would send me the 3g version.

Yesterday afternoon I got an email from Amazon confirming the new kindle had been dispatched.

This morning a shiny new kindle arrived, all set up to my Amazon account. It is now plugged in and charging.

Square Trade are sending me a returns label, and all I have to do is put the old kindle in the box that the new kindle came in and take it to a local collect plus within 30 days.

What a really great service! Five stars Amazon and Square Trade!

pmduk

Some of the high street wouldn't be in the state that it is in, if they adopted some of Amazon's customer service ethos.

Gavin83

I recently bought an item from Amazon. The next day the item was reduced in price. After a quick email to Amazon they refunded me the difference. Very impressed with the service I received, considering they didn't have to.

MrsM71

I have made a couple of purchases that have had to be returned to Amazon & have found their customer service to be excellent - with the replacement items being sent out before they have even received the returned item - & any refunds being issued without delay.

I have also recently claimed under a Square Trade Warranty & found the process straight forward & speedy.

I agree that many other retailers would do well to adopt the same level of customer service that these two companies provide