Amazon Deceit !

jah1975

Hi, I purchased a Kindle Paperwhite Signature Edition (32 GB) - With a 6.8" display, in July 2024, in December 2025 it began having problems with not fully charging. I purchased a new adapter and did everything that was asked of me. However, nothing was working so I contacted Amazon Directly and after speaking to 5 different people quoting the SAD FART rules and consumer law I was put through to a person who said they could help me. I said I was prepared to have it repaired, replaced or refunded. I was advised that they would send out a replacement and upon receipt I was to send the faulty one back. Great I thought, round 1 to me ! However upon delivery I received a plan cardboard box with foreign writing on and a couple of English words, one which said REFURBISHED ???  At no point did the amazon associate state that's what I would receive; my question is "Can they do this ?"   need to know before I go back into battle.

marcia_

jah1975 said:

Hi, I purchased a Kindle Paperwhite Signature Edition (32 GB) - With a 6.8" display, in July 2024, in December It began having problems with not fully charging. I purchased a new adapter and did everything that was asked of me. However, nothing was working so I contacted Amazon Directly and after speaking to 5 different people quoting the SAD FART rules and consumer law I was put through to a person who said they could help me. I said I was prepared to have it repaired, replaced or refunded. I was advised that they would send out a replacement and upon receipt I was to send the faulty one back. Great I thought, round 1 to me ! However upon delivery I received a plan cardboard box with foreign writing on and a couple of English words, one which said REFURBISHED ???  At no point did the amazon associate state that's what I would receive; my question is "Can they do this ?"   need to know before I go back into battle.

 Yes they can. No different to getting you to return your and getting it repaired 

Emmia

jah1975 said:

Hi, I purchased a Kindle Paperwhite Signature Edition (32 GB) - With a 6.8" display, in July 2024, in December 2025 it began having problems with not fully charging. I purchased a new adapter and did everything that was asked of me. However, nothing was working so I contacted Amazon Directly and after speaking to 5 different people quoting the SAD FART rules and consumer law I was put through to a person who said they could help me. I said I was prepared to have it repaired, replaced or refunded. I was advised that they would send out a replacement and upon receipt I was to send the faulty one back. Great I thought, round 1 to me ! However upon delivery I received a plan cardboard box with foreign writing on and a couple of English words, one which said REFURBISHED ???  At no point did the amazon associate state that's what I would receive; my question is "Can they do this ?"   need to know before I go back into battle.

You've got what you wanted, a replacement.

They've replaced your broken Kindle with one that's presumably the same model, and age and value... 

They could have asked you to send yours in for repair.

Or offered a refund, the value of which would be reduced to account for the time you used the kindle.

Ayr_Rage

If they've replaced like for like then they've fulfilled their obligations.

LightFlare

Does the replacement work ?

A_Geordie

According to the Explanatory Notes on the CRA, a replacement would need to be new if the original goods sold to the consumer were new, not second hand.

https://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/1/3/4/5

born_again

Look at it this way.
Your kindle is over 6 months old. (18 months in reality) So Amazon could.
Ask you to get a 3rd party report on the problem.
Ask you to send it back for them to investigate (could be user damage to charge port)
They could take a couple of weeks to do this. All the time you are without your kindle.


So Amazon have decided to send you a refurbished kindle & you to send the old one back without out you being without your kindle.

All over & above your consumer rights.

Maybe not something to kick off about, before they ask you to send refurb back & leave you without & they say user damage sending old one back 🤷‍♀️
They are never going to give you a brand new one & a refurb, is the same as yours being repaired. 

On-the-coast

In my experience with refurb items from major players they’ve always been indistinguishable from new but shipped in a box that’s marked refurbished. 

I suspect they are either new or returns that have been inspected and deemed “as new standard”
I’d treat this as a win - unless it looks noticeably used. 

p00hsticks

jah1975 said:

However upon delivery I received a plan cardboard box with foreign writing on and a couple of English words, one which said REFURBISHED ???  

Did the cardboard box contain a Kindle ? 
Was it the same model as the one you had ?
Does it work ?  

Woodstok2000

Where's the deceit?

GDB2222

Woodstok2000 said:

Where's the deceit?

Indeed. The OP has been perfectly fairly treated. 

But, maybe the CS rep misdescribed the replacement, or maybe the OP misunderstood. Either way, he seems disappointed with a perfectly reasonable response to his problem machine.