Having problems with your Kindle?

[sophie]

If you are then you are not alone. My Kindle Fire HD has died a death after 3 weeks use. There is a sort of Forum on Amazon where people are complaining of "freezing" "unable to download" and in my case completely refusing to acknowledge wi fi. Someone who really knows what he's doing worked on it for nearly an hour yesterday and finally had to admit that it's past being resusitated and to send it back to Amazon. Fortunately after such a short time I still have the box and all the original contents. I know there are 10's of thousands of happy customers but I suspect that Amazon hope that people will not bother to go down the road of asking for their money back or asking for a replacement, but after only 3 weeks of use, I'm definitely going to go down that road!!

[Agobard]

I had a problem with mine some time ago - it was not showing any connection to the internet. I took this up with Amazon on their 'chat to an advisor' section. They were very helpful and I got it sorted. I seem to remember that it involved starting up the Kindle as usual but holding in the start button until it went to the original start up screen as it did when it was new. It then connected OK. You might like to try this or speak to them anyway before you go to the bother of sending it back.

[erol]

Hi Sophie

In case its any help to others. The specific 'symptom' of this problem (as there are various wifi problems) is that it shows under settings wifi as 'MAC Address: Unavailable'

For some doing a 'hard reset' (hold power button down for 20 seconds until it restarts itself) solves the issue. Unfortunately this did not work in Sophie's case and we tried several times.

For some doing a 'restore to factory defaults' from the settings menu solves the issue. Unfortunately this did not work in Sophie's case.

Having done some more 'googling' there may be a third thing to try Sophie, that we did not try already. From this link

http://www.amazon.com/forum/kindle?_enc ... JD5VXU7KEW

The last but two posts in this thread from M. J. Goodman had been through the steps above with no joy but they tried a different method of restoring to factory defaults that for them did solve the wifi issue.

to quote from this post

1) Go into settings, find "Device Password", turn it on and setup a password
2) Press the power button to make the device go to sleep
3) In the password prompt, type "resetmykindle" (don't actually type the quotes)
4) Your Kindle should do a Factory Reset- the "Reset to Factory Defaults" option did NOT work for me

I would give this a try. If after restarting and going through the set up screens it does not 'see' your wifi router, just click on skip this step and then check in the settings wifi if it has a mac address or not.

[sophie]

Will do.

[Jonnie]

It may be worth noting that most problems with things occur either early or late. ie in the first few months of warranty or when they get old, this is precisely the reasons for warranties. Buying a new product is not a guarantee it will be problem free often the opposite. I am sure Amazon have factored in the fact some do not other to return things and are pretty confident of the percentage that do, the proof of the pudding is what happens when you return it surely.

Have you tried phoning Amazon? I did when struggling to get a kindle going a couple of years ago, Christmas day in America, great service!

At the end of the day sometimes "ooops" does happen, things break/fail etc these things are remarkably cheap but it is always a battle between cost and quality, this goes across the board. A friend in the UK took his Iphone back to the apple store. They did not even look at it just replaced it, is that good service or maybe the margin is that good and they don't need to worry about returns!

[sophie]

Thank you J. but I have been on to Amazon and they in turn referred me to the frequently asked questions. "can't connect to wi fi" being the most frequent. Amazon have now closed that question and are taking no more on the subject. There are page after page after page of people having the same problem, in varying degrees of severity. I have tried Erols last suggestion to no avail so back to the UK it must go. I'll probably ask for money back and then upgrade to Kindle Fire HDX (not exactly a case of once bitten twice shy is it?)

[Jonnie]

Do you mean you spoke to them or went on a website?

You may find it might not be that easy to get money back or upgrade they may want to repair or replace with the same model. Have you also enquired if there is a dealer on the island?

[karmels]

Jonnie.

I really don't know were you are coming from.
Amazon only deal with the UK.
We have had Kindles ( 4 ) in the TRNC for over the last 4 years, two have broken.
One stopped working in Turkey, still under warranty I contacted them via live chat on a Sunday.
I was told to return the kindle to an address they gave me ( registered Post ), this I did.
I had to supply a UK address for the replacement to be sent to, as they do not post over seas.
The Kindle arrived and was delivered to Cyprus by a friend. They also returned the Postage from Turkey TL56.
I am still using this Kindle today.
The second Kindle was out of warranty so I replace it, but had to send it to a UK address.
The Kindle web page has a live chat section and they are very helpful.
I hope this is some help sophie.
Mel.

[sophie]

Actually my daughter in UK phoned them (after I had read all the varying stages of complaint on the Amazon web site) because it was delivered to her UK address. If they send a direct replacement, then so be it, but under the circumstances I probably won't be able to ask for the repayment of a registered package which will be sent from down South, and is certainly going to cost a few bob because it's going back in all its original packaging and is quite heavy. Unless Karmel you think it might be a lot cheaper to send from here, although I guess there won't be the possibility of "tracking it" . Thanks for your interest.

[Jonnie]

Jonnie.

I really don't know were you are coming from.
Amazon only deal with the UK.
We have had Kindles ( 4 ) in the TRNC for over the last 4 years, two have broken.
One stopped working in Turkey, still under warranty I contacted them via live chat on a Sunday.
I was told to return the kindle to an address they gave me ( registered Post ), this I did.
I had to supply a UK address for the replacement to be sent to, as they do not post over seas.
The Kindle arrived and was delivered to Cyprus by a friend. They also returned the Postage from Turkey TL56.
I am still using this Kindle today.
The second Kindle was out of warranty so I replace it, but had to send it to a UK address.
The Kindle web page has a live chat section and they are very helpful.
I hope this is some help sophie.
Mel.

Sorry but I do not know why you take this stance.

1. Amazon are an American Company with headquarters in Seattle.
2. If you read my earlier contribution I spoke on Christmas day to a Lady in America via the Amazon helpline, she was extremely helpful in sorting an issue out.
3. A friend of both Sophie and mine used to have DVDs delivered here from Amazon, they needed DVDs with subtitles.
4. The kindle is probably the biggest selling reader on the market internationally.
5. I would be very surprised if the kindle is not available in somewhere like "PUBLIC" in the South therefore as the ROC are in the EU perhaps there is some way of sorting without returning to the UK? There are such things as international warranties and EU warranties, for instance if you buy an Acer computer in the UK it will have cover, maybe with some limitations elsewhere in the world.

So, are you still trying to tell me Amazon only deal with the UK? Have a look at Amazon.com, the pricing is in dollars.

Sophie, if you can enquire if there is a dealer here, likely to be "Public", and they can exchange it, I am at The Mall on Wednesday if it helps, failing that I know some going back to the UK at the weekend who may be able to send it a lot cheaper than courier from the ROC. I can ask.

[sophie]

J. I'll write a covering letter, pack it up with address in UK and maybe whoever it is you know could take it pack. I've asked all over the place and even the computer places think a Kindle is really a small tablet (which in a way i suppose they are). Some have never heard the word Kindle. Trouble is even if someone was to attempt a repair, as I said earlier, it would nullify the warranty. I'd much rather, and would feel happier, with a brand new one rather than one that has been repaired.

[sophie]

There does appear to be support for Kindle queries down south via kndle.com but I can't discover any outlets where they would be on show to buy. Maybe because I can't read Greek.

[karmels]

Jonnie.

After your rant, I know were Amazon comes from??
Most UK expats here will have bought their Kindle from Amazon UK.
Why did you need to speak to the USA??
Amazon UK has a great after sales service and yes they do send DVD's over seas but nothing electronic, trust me.
As for public they do not deal with Amazon, or sell the Kindle. If you know this company they deal mostly with Microsoft and HP in the computer section.
Lastly having to number you comments is offensive, as stated I have had dealings with Amazon for many year. as I have lived in the TRNC for over 20 years only visiting the UK over 10 years ago.
I normally only post to give useful information and as close to the facts as possible, not what you may find in the South??

[karmels]

sophie.

Amazon.co.uk web page Have a live customer service within UK working hours. They will tell you just how to solve your problem and how to return it to the UK.
It is cheap to send a package that has to be signed for in the UK giving you all the warranty coverage you need.
Looking for a retailer in Cyprus will not help as they ( Amazon ) Have a return policy for there electrical goods and not with a supplier outside the UK.
Once again I hope this is of some help.
Mel.

[Jonnie]

Jonnie.

After your rant, I know were Amazon comes from??
Most UK expats here will have bought their Kindle from Amazon UK.
Why did you need to speak to the USA??
Amazon UK has a great after sales service and yes they do send DVD's over seas but nothing electronic, trust me.
As for public they do not deal with Amazon, or sell the Kindle. If you know this company they deal mostly with Microsoft and HP in the computer section.
Lastly having to number you comments is offensive, as stated I have had dealings with Amazon for many year. as I have lived in the TRNC for over 20 years only visiting the UK over 10 years ago.
I normally only post to give useful information and as close to the facts as possible, not what you may find in the South??

My rant? Really? Was trying to offer solutions when you told me Amazon only deal with UK.
I accept UK expats mainly bought their kindles from the UK, most probably buy laptops from the UK to avoid the Turkish keyboard issues but this does not mean they have to return there for service.

I spoke to the USA because I had an issue that could not be sorted with FAQs and that was the number in the packaging, as explained earlier they were very helpful. I have now purchased 5 kindles, my own being the first model so I am sorry you do not have exclusivity on the subject.

I have no idea if Public stock or do not stock Kindles, it was a suggestion of a possibility, I do believe one of the mobile operators sell them.

So as not to cause offence I have avoided numbers.


Sophie, if you do get a chance to talk to Amazon and they have dealers in the South that can resolve this my offer for Wednesday still stands, failing that I can talk to the people going back at the weekend to see if they would mind sending.

[Jonnie]

J. I'll write a covering letter, pack it up with address in UK and maybe whoever it is you know could take it pack. I've asked all over the place and even the computer places think a Kindle is really a small tablet (which in a way i suppose they are). Some have never heard the word Kindle. Trouble is even if someone was to attempt a repair, as I said earlier, it would nullify the warranty. I'd much rather, and would feel happier, with a brand new one rather than one that has been repaired.

No do not take it anywhere other than somewhere Amazon tell you to. Will check with them and come back to you but unlikely to be a problem.

[karmels]

Jonnie.

First of all when I said Amazon only deal with the UK I should have said the EU.
They will post to the Greek side if you have an address, I was in Turkey when my Kindle stopped working, they do not post to Turkey.
What I will say with my hand on my heart is there is no way of having a Kindle repaired out side the UK.
Amazon have a company ( Not named or listed as Amazon ) who if in the UK collect it and return it repaired or replaced.
Outside the UK it has to be returned to this company by recorded delivery, if the Kindle is still under warranty Amazon will replace it by return post, BUT you will need to give them you credit card details ( if you are not registered with Amazon ) this is for the full value of a new Kindle if they decide it was not covered within the warranty, they will also return the postage.

It sounds to me Sophie doe not have an internet connection to be able to contact Amazon.co.uk who would be able to advise her on how to return the kindle.
Your last post is the best advise yet. Sophie should not return it to Amazon with a covering letter it may get lost.

I think I have tried to cover all the points that Amazon use for returning a Kindle.
Mel.

[sophie]

Thank you both. I have a "cunning plan" or at least I think I have. I have found someone who is prepared to take it back to UK and then post it direct to my daughter in UK. She in turn will liaise with Amazon as to what exactly to do with it and where to send it, bearing in mind that it's a well and truly "deceased" Kindle and it was she, as an Amazon customer who ordered it in the first place. My only problem now is, do I pack the whole kit and caboodle back into the original box or do I try and get a large enough padded envelope. I guess it's going to have to be the original box which is not at all light or cheap, particularly if it's going to go by registered post in the UK. Decisions, decisions!!

[karmels]

sohpie.

That will work fine as you daughter ordered it in the first place.
I think all you need to send back is the Kindle and the cable not the plug.
A strong padded envelope will work fine.
the company will collect from your daughters address.