Kindle Customer Service
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91 Negative Comments out of 153 Total Comments is 59.48%.
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62 Positive Comments out of 153 Total Comments is 40.52%.
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I agree with the negative comments posted about the Kindle tech support. These people are SALESMEN not technical support. They cannot FIX ANYTHING!!! This is a RACKET to get you to BUY another Kindle.I wish I had gone on this site to read the comments BEFORE even called them.Anonymous 5/18/13 7:22AM -
Kindle fire battery doesnt charge after 14 months of use. They say it is out of warranty. I kept having this issue for last 6 months n and off.Anonymous 5/17/13 9:37PM
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Rowan John Phillips,
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Certified Refurbished Kindle Touch, Wi-Fi, 6" E Ink Display...
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GreatShield Ultra Anti-Glare Screen Protector Film for Kindle, 3 Pack
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Amazon Complaints,
I am extremely frustrated by Amazon. My Second Kindle does not scan for Wi-Fi and its battery does not hold its charge for more than an hour. It has hardly ever been used and is just over a year old and so is out of warrantee. The Kindle Help line in South Africa tried to help me and then eventually gave up and credited my account with $40.
I am annoyed by Amazon sending me an advertisement for a refurbished Kindle at $89 and when I wish to purchase one, Amazon refuses to send me one. I can only, it seems purchase an older model at $139. This is an utter rip-off because it means that the $40 credited to my account has just been a scam.
Using my Kindle has made reading therefore prohibitively expensive. It is also unacceptable that you sell a product in South Africa for which you do not offer any repair service. I am really angry and will take the issue up with HelloPeter an internet service that assists consumers from unscrupulous businesses.
I replied this morning to the advertisement sent to me only to have the e-mail returned to me. Why could it not have been re-routed to the appropriate department? The fact that Amazon had picked up that I wanted a refurbished Kindle and conveniently sent the advertisement is totally unacceptable when Amazon also had to have known that when I ordered it, Amazon turned down my order.
Annoyed,
Rowan Phillips
the last complaint was mer3ely ignored by AmazonAnonymous 5/7/13 1:25AM -
My kindle fire hd was working perfectly then it just stopped working,I've had too reboot it, still won't work,so went back to amazon and updated like it said.
Surprise surprise it still don't work.
Yet I'm still waiting for my reply,if it's not workingCLARE 4/28/13 3:57PM -
I have had two Kindles break at the 14-month mark - two months past the end of the warranty. Both had the same problem - they would no longer recharge. In both instances, the customer service rep took me through their fix-it routine and in both instances the result was the same: The device can not be fixed, would I like to buy a refurbished one?
How convenient for Amazon. They put out a product that dies after the warranty period. Then they try to hook you in with buying a "refurbished" product - but to get that refurbished product, you have to send them your "broken" product. It will take a techie about 15 minutes to pop the thing open and do what really needs to be done to get the device running again. Then, voila!, they have another refurbished product to sell.
This is a scam and I will send a letter claiming the same to my State Attorney General's office.
In the meantime, I will keep my broken Kindle, buy the cheapest new Kindle I can and pay for an extended warranty. At least I will know I'll get at least two years of reading out of my device. I wouldn't be doing this (pouring money down the Amazon Kindle money hole) expect that I have many hundreds of dollars invested in books trapped inside Kindle's proprietary software. Amazon's policy of not allowing the conversion of your Kindle platform books to another platform is yet another scam.
I paid for these electronic book files and I should be able to read them on any platform I own.foolmetwice 4/15/13 7:08AM -
Not at all happy with my Kindle. This is my third one. I think every year the quality goes down. Have had problems since day one with this one. It is a replacement of the one before that just died. My first kindle lasted years. Quality is definitely gone.mcamp 4/3/13 2:59PM
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My Kindle has the famous white lines on the screen issue. It is a year and a half old. Amazon refuses to replace but does provide the option of letting me buy a refurbished one. Why should I buy into another one when they have such a high defect rate? I moved my books to the Calibre program. I will be moving them to another ereader, but definitely not another Kindle. While I probably won't stop using the Amazon website, I will definitely place more effort into finding alternatives. They need to stand behind what they sell.Jokes on Me 4/3/13 2:33PM
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I am joining the legions whose Kindle Fire froze just after the warranty expired. I was told to do the hard reboot which I had already done after googling the problem. When plugged in the kindle fire on the screen flashes and the screen looks purplish. I am now charging it through the USB cable as someone said that might help although Amazon did not indicate there was anything that could be done except for me to buy a replacement at a discount. I am not about to do that as a product shouldn't be that disposable.Anonymous 3/23/13 9:15PM
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I now have three Kindles in my home; not one of them is working. I have spent more time communicating with Kindle this past week than I have my husband; at the end of each call I feel as Kindle consider they are doing me favour,and I should feel obliged that they wish to continue to post onto me yet another Kindle to try until maybe I will receive one that does eventually work. I know now that Kindles are unable to perform the task they are purchased to do. I am £200 out of pocket just the cost of the ebook, and am yet to calculate the cost of the books purchase and read and those which I have not been able too. To date out of the seven calls made on three occasions I have had to call them back as they disconnected me midway conversation.Saxon 3/3/13 1:32PM
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First kindle bought was faulty, had a replacement. the replacement (less than a year old) won't charge. Amazon say that the will only honour the original guarantee which is over a year old. Customer service clearly wasn't listening just going through her list. Grrrrrrhhhh not sure what to do now!!!carrieanna 2/27/13 8:44AM
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Wife had one kindle ruined by defective cover that poked in to short it out she bought a second one with a different style cover its battery just shorted out and all amazon will do is give a thirty dollar credit to buy another .amazon you should do the right thing your products are defectiveAnonymous 2/23/13 8:30PM
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Scam!!!! My kindle fire died at the 14 month mark. My sister's died at the same time and she is 900 miles away and got hers 2 months after me...This is no coincidence!!! They both won't even charge. Going to Apple products...the $$$ will be worth it - far less frustrating and won't have to keep replacing!julie 2/9/13 7:29AM
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Kindle froze, called customer service, I was told it is a software problem and can't be fixed. Since it is a known defect, I expected Amazon would replace it or at a minimum I would get a reasonal discount but was told I would get ~20% off. Thank you Amazon, I'll buy A Nook. This ia a good example of how to lose loyal customers.Fatdogfriday 1/25/13 3:43PM
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My problem with my Kindle is that it will not activate the 3G or the alternate WIFI. I have over 300 books and now cannot even download the book I have already been charged for. I have spent over three hours of my time and fifteen phone calls to support. They are friendly but really don't know how to fix a toaster. Told I could BUY a REFURBISHED Kindle for $20 less than a new one! In reality I don't even own the books that I purchased, AMAZON does and they are not transferable to a non Kindle devise. I now have a bookcase that sits on my coffee table. They know they have a problem but do not care.Jane 1/24/13 12:17PM
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It took a while and several visits to the "tech specialist" before I was informed that Kindle did not support a microsoft exchange e-mail server. Since this is the account we use at work, the Kindle fire is worthless to support e-mail.Anonymous 1/3/13 2:30PM
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My Kindle developed a supposedly "unfixable" problem about a day after the warranty expired. How covenient for them. Luckily, it was a gift, and I don't really need a Kindle, as I know how to read books. I will not buy into this racket.Anonymous 12/22/12 7:16PM
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kindle only works for abut a year before it dies like an old nokia (meaning it doesnt work without charging) in this day and age you would expect they'd be able to supply at least that? get the ipad mini.Anonymous 12/18/12 4:04AM
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You put out a request for responses indicating possibl interest in a trial period of receiving the International Herald Tribune but provided no means of communicating to Kindle that the trial period experience DID NOT create a desire to continue into a subscription.
I now have wasted half an hour in an attempt to ensure that the FREE trial subscription does not result in a charge to my VISA account.Anonymous 12/12/12 10:02AM -
I have been using my family's kindle fire and loved it. I had several great games going and a few other awesome apps so they went out and bought me my own and got a good deal on it too. Now here's my problem. I understand no longer selling a charger with it, you had to cut cost in order to give us such a good deal. Then the ads, they suck and now you must be making as much if not more then the 1st gen. but then you go and block the android app store I love so much and I'm stuck with a 130 dollar price of shot and I'm looking to find someone I can pay to root (jailbreak) my kindle fire. When I do I will never buy anything from amazon again. That was just dirty all around.Anonymous 12/12/12 5:01AM
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Wessex girl, I've has similar issues with my kindle. I received one as an xmas present last year and to be honest I wasn't that interested in the device as I love having a real book so I didn't start using it until late April. By June my device was unresponsive, wouldn't switch on or do anything. Amazon issued me a free replacement which I received in a week or so, but when I plugged it in to charge and then tried to switch the device on all I could see was lines. I'd been sent a defective device. So I got back on to them and told them the story and I was more or less told I must have dropped it. I explained, very nicely, that I had just received it, that it still had the plastic on it and unless UPS had drop kicked it the whole way to my apartment it hadn't been damaged while I had it. So eventually they issued a new replacement, which arrived in September. Great. It worked until last week and then in the middle of reading it the screen goes blank, there is a segment of virginia wolfe the screensaver showing and in the bottom left corner there is page 1 of 9. I emailed and was told to go to chat, unfortunately chat has been unavailable everytime I go online. Eventually today I got in touch with kindle help, and was told that my warranty was now out but they were very nicely going to send me a new kindle. I asked what am I supposed to do when this new kindle breaks in a week or so like all the others. I asked why my warranty was not running from the time I receive the new kindle as it should. The person just said the have a one year limited warranty on kindles that runs from the time you buy the original. I think it is absolutely ridiculous that I have not had a device that will work for more than two months before it falls foul to a fault that is well known to amazon. Its a ploy to generate income for the company and I can guarantee you that when, no if, this new kindle fails like all the others I will not be paying out for a replacement. I'll happily fo back to the reliable real book thank you! Four devices in one year, an absolute joke!!!cassiha 12/5/12 2:44PM
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I HAVE HAD3 KINDLES THE FIRST LASTED ONE AND A HALF YEAR THE SECOND LASTED ONE WEEK THE THIRD STARTED GIVING ME TROUBLE AFTER FIVE MONTHS .THE MAIN PROBLEM IS EITHER YOUR HELP PERSONS CANNOT UNDERSTAND ENGLISH OR THEY ENJOY IGNORING MY QUESTIONSJUST TO JERK MY CHAIN.I DON'T HAVE TIME FOR THIS KIND OF CRAP.IJUST WANT MY KINDLE TO FUNCTION PROPERLY AND ANSWERS TO MY QUESTION.I WAS TOLD I DO NOT HAVE THE LATEST SOFTWARE UPDATE AND THAT "MIGHT" BE PART OF MY PROBLEM.MY QUESTION IS HOW AM I SUPPOSED TO KNOW THERE IS A SOFTWARE UPDATE AVAILABLE?ROBERT 11/14/12 7:03PM
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I have had my kindle for 13months and now the screen has diagonal lines going across and is unreadable I am very upset as it is the last thing my late partner bought me, and has been in a protective leather case since I got it with a screen cover as well, on checking the web site for a complaint procedure, I see this is a problem a lot of people have had and with no recourse available, my partner paid £149 for this item and expected it to last more that 13months,am bitterly disappointed and disgusted, I can not even find a phone number to ring and complain, Kindle this is deplorable, and you should be ashamed of yourselves, before this occurred I believed you were a reputable company, I have been sadly let down.Dot Hendrickson 11/14/12 8:29AM
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We are loyal Amazon customers for many years buying a variety of products. My wife and I purchased two Kindles over the last couple of years. Mine has failed several times, and in the past was replaced under warranty. Now, my 4th Kindle, has also failed for no apparent reason.
The screen shows vertical lines and has seized. No buttons function, recharging has no reaction. We called Customer Service and although the reader is less than a year old, since the original warranty was for the first (not the replacements), there was nothing they could do for us. We were told that they do not do diagnostics or repairs anymore so we do not know what the problem is. They offered a slightly reduced price for a lesser model which is not acceptable. I am very unhappy with the quality and reliability of the product.
The unit was not dropped, has been in a soft case, and should not have failed in such a short time. It appears that Amazon is not standing behind it's products and is not reliable.Unhappy customer 11/9/12 3:06PM -
After several months of problem free operation, our Kindle Touch is now unable to access the Amazon bookstore. Customer service is atrocious. I have spoken to five representatives for a total of over three hours. Two have promised to call me back and did not. I have given them tons of information including e-mailing file logs from my Kindle device, my router model and make, and the length of my network password. This has been and continues to be the most frustrating experience I have had in years. I am 90 plus % positive that the problem is related to Kindle software, but they will not admit it. I am calling them back one final time for an answer. I plan to return the device if Amazon "authorizes."El Officianado 10/28/12 11:04AM
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Baaaaaaaaaaad experience with your customer service. This is the first time I've ever sought out how to complain about a customer service experience. Your "rep" lied about attempting to contact me after she was unable to resolve my issue. I was very professional and understanding in my dealings with her. I'm 53 and have never done this. Please, get rid of whoever it is you are using. This is so frustrating. My name is Ruth Grant,Kymone 10/26/12 6:44PM
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'i have only had positive experiences with the kindle customer service department. So far, for me, Kindle has stood behind their product.Anonymous 3/22/13 7:33AM
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I posted a negative comment this afternoon about replacing my replaced kindle - first one inside the i year warranty and second one just outside the 3 month replacement warranty. Both had the identical fault. I complained after speaking to the first person and having then asked for his manager was refused a free replacement - just offered a £40 reduction on a new one which I refused.
BUT then I asked to speak to someone more senior - he is sending me a replacement kindle free of charge tomorrow after I explained my anger. He was polite and helpful and offered exactly what I thought was fair. Maybe only senior staff can do this - anyway it is obviously worth speaking to a member of the senior team.Anonymous 3/3/13 12:14PM -
The last time I called customer Service I couldn't believe how helpful the Rep was. I said I'm glad you have a brain, most custom. Serv. Reps I talk to r outta country and very rude. The Rep instantly replied "yes, here at amazon were allowed to keep our brains ". My kindle stopped charging and I hope I'm so lucky with the next Rep n that everyones comments on here are true! Fingers crossed!fviolet22 1/8/13 9:17PM
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I called Amazon because my 2nd gen Kindle's screen went black in the right hand corner for no reason (no drop, contact with water, etc.) After troubleshooting with no improvement the customer service rep immediately offered to replace it with a new Kindle at no charge and get it to me the next day. Great customer service and I love my Kindle!Jillspill 12/4/12 10:09AM
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My Kindle Fire developed a software issue and was having problems turning on (not really a fault of the machine itself, it was due to some operator error). I went to the Amazon customer support site and gave them my number and they actually called me within a couple minutes which was nice since I didn't have to deal with a automated phone system or wait 30 min on hold, I was speaking to a representative within minutes of alerting them to a problem. My kindle was still under warranty, and after attempting a manual reset which didn't work the representative told me that Amazon would send me a replacement Kindle Fire immediately and all I would have to do is return the broken one in the shipping box that the new one came in, they even sent me an email with paid postage to affix to the box. I got my new kindle in about 5 days, it seemed to be unused with no scratches or damage, I am not sure if it was actually new but I suspect it was one that was returned to them within the first 30 day return period. Anyway, the process couldn't have been quicker or easier, and I was really relieved that they honored the warranty without any hassle or loopholes. Wonderful customer service and I am definitely going to stick with Amazon for a lot of my future purchases.Anonymous 11/13/12 10:21PM
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I merely want to add my personal opinion to this comment section. I am 55 years old, disabled and by no means the world's brightest on any computerized device. I am not illiterate but definitely lacking advanced abilities so I want to give Amazon customer support kudos for being the most helpful, knowledgeable and friendly support system I have ever had the necessity to use. There are many companies that could learn a lot from Amazon. I will use Amazon as a market source more readily because of their customer service. Thank you, Amazon.hereskeith 11/12/12 5:55PM
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My Kindle wifi keyboard screen went when I was using it. Called Amazon yesterday and Customer Service was amazing. They said they would send me a new one and it arrived this morning, less than 24 hours after speaking to them! I have 30 days to send my broken one to them.
The customer service is second to none, totally amazing. I wish all companies customer service was as good as this. Thank you Amazon.lanehouserocks 11/2/12 7:07AM -
I have had the original Kindle since they came out and decided to upgrade to the Kindle Fire HD. I just want to say that I am just getting started but the Customer Service is absolutely AWESOME...Never had some prompt, friendly people in my life on any product I have ever owned. Please if you are thinking of Upgragding GO FOR IT. These people will guide you every step of the way.oookay 10/20/12 11:57AM
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Received really good customer service from Amazon this morning following an issue with the ink on my Kindle Keyboard. Can't speak highly enough of themagd102771 10/20/12 2:07AM
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I had kindle 6 months and it quit charging i was sent a new one 3 months later same problem can you say junk ipad is way better dont waste your moneyCarla1956 10/1/12 12:17PM
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I contacted Customer Service because my Kindle was not working properly. Raj assisted me and I am very happy with the results. VERY GOOD customer service!Anonymous 9/20/12 3:15PM
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WOW what a support system, after entering my phone number someone called me right way. Got my kindle fixed and I'm one happy customer. Thanks for the great help and it was easy and took less than 10 minutes, wished I had done this 3 weeks ago. Life is good again with my Kindle FIreAnonymous 9/7/12 8:55AM
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I cannot believe how easy this was !!!!! Paula answered my call and was very professional. I had many questions, and she patiently answered them all. Amazon stands behind their products, unlike the store I purchased this from. Just wanted to say how impressed I am with the quick service and help.
Thanks again Paula,
Mrs. ParkerAnonymous 9/1/12 4:29PM -
I rarely leave customer service comments/reviews, but feel like I had to, after just getting off the phone with Amazon customer service. Best customer warranty services experience I've ever had. I waited less than 2 minutes on the phone, briefly explained my issue with the Kindle (which was a manufacturer defect), and they said they would have the warranty replacement delivered within two business days. Very impressed!saraskav 7/31/12 11:29AM
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Kindle's a great idea and a fair product overall. However if you (or the publishers) continue raising the price for books, I for one will go back to paying a couple more bucks (in many cases) and return to the good old printed page, where things are more amenable to my research needs and where the text is more accessible and sources are more quotable ... and the final text is much less likely to contain sometimes serious editorial errors. Kindle is good for pleasure reading (popular novels etc.) but not for more serious stuff for which you are now starting to overcharge.Will 7/26/12 7:08AM
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Customer service should always be this easy! I had absolutely no wait time. My issue was identified and a solution was reached within a matter of two minutes. The reps were not only helpful but also nice, that is always a PLUS!!!Anonymous 7/23/12 9:20PM
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Customer service answered phone without delay-rang me back within 1 min.Had a problem with WiFi signal not received on Kindle.Spoke to total 3 advisers. 2 did not rectify problem but fortunately a Lisa O.entered the scene, was excellent, solved probs. On phone at K expense perap total of 2/3 hours.Cannot understand these negative feedbacks!Found customer service very acceptable, especially from Lisa.Julie 7/5/12 11:20PM
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When you finally get a customer service rep, the service is great. They are friendly and willing to spend as long as it takes to resolve the issue. On this matter I am extremely happy.
My issue is the lack of a phone number to reach a live person. After paying them $200.00 for their device, I would think their company would want to talk to their customers. Instead, on their wesite, the costomer is told-- don't call us, we'll call you.smithd003 6/2/12 8:06PM -
Fantastic customer service!I spoke with two reps and they both were amazing!
my phone rang within in 10 seconds and I waited no longer than 30 seconds. The reason I spoke with two reps. was that I didn't have my act togehter enough so I needed to call back.
Thanks for the great experience.ladybugs 5/9/12 10:25AM -
Absolutely brilliant service. My Kindle was replaced by next day delivery. I am an avid reader and had downloaded over 30 books onto my Kindle as we are flying to Portugal in 3 days time, and have found my Kindle indispensable to me, it fits in my handbag instead of books taking over my case. Can't beat it!! Thank you so much, once again great service AmazonAnonymous 4/27/12 5:05AM
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I received a kindle for Christmas 2011. In march 2012 i saw the screen is broken and contacted kindle support. They sent me a new one and asked me to return the broken one via UPS without charge.
But there is no UPS where I live so I asked for another way to return the broken kindle. They gave me a new address and told me to ship it and that I will be refunded for the shipping fees. I then tried to return it by DHL and with declared value and insurance it would cost me about 150$. So I contacted amazon's customer support again and they completely understood my problem. I was told that I don't have to return the broken kindle and that no charges would be made to my account.
This is what I call amazing customer service. They made me their loyal customer and I'm telling this story to everyone.uana 4/19/12 3:08AM -
Wonderful. I've broken my kindle twice, both times my fault and they replaced it very quickly without a lot of hassle.ImATaQUitO 3/31/12 12:43PM
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I just had an extremely rewarding experience with Kindle tech support. Not only did the technician solve my problem quickly but was very pleasant and professional. Thank you Kindle support-I am only sorry I don't remember the name of the person who helped me.Anonymous 3/3/12 12:38PM
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My daughter's Kindle Fire just blanked out within about a month from the time we received it. I was really a little unnerved, but when I spoke to Customer Service (Angela and Denise), they were very professional, courteous, and helpful. When the tech support they offered did not restore my daughter's Kindle Fire, they got her one ready to ship out in 2 days. We only need to return the defective one within 30 days of receiving the new one. NOT A PROBLEM!!! I was pleasantly surprised!Russel 1/25/12 10:21AM
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I bought a Kindle for myself and a Kindle for my wife.
Both arrived before Christmas.
I spent and hour and a half with an excellent and massively helpful Kindle technical help man. Our page forward and page back buttons simply did not work however long and however many different ways of pressing we tried. He also tried everything. In the end, after a long, long time he concluded that we had been sold duds and put through replacements.
Would you believe that these arrived this morning and both have exactly the same problems as before.
We both have Apple Macs that have been perfect since Day 1. Why on earth can Amazon not provide us with a simple Kindle that works?Michael Charters 12/29/11 10:14AM
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