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jkeith0919
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« on: December 18, 2011, 11:52:58 AM » |
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My K3 has had a crack in the plastic on the edge of the screen for many months now. My warranty expires next month so I decided to contact KCS for a possible replacement as this crack is from normal use. I thought I try out the chat function before calling. What a mistake!
I don't know how many different ways I could have explained the crack, but I explained 3 different ways & the only response I got was "Can you tell me more about that?". I would not recommend the chat function to anybody.
On a better note, I then used the call me back option. While it was annoying that I did not get Kindle CS at first (even though I asked for the call back from the Kindle page), when I did get to Kindle CS I spoke with a very nice man who is sending me a brand new K3.
So glad I joined Kindle Boards, or else I might not know how awesome Amazon is about replacements!
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jkeith0919
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« Reply #2 on: December 18, 2011, 12:19:13 PM » |
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Yeah, I'm thinking regular CS is helping out right now because KCS is so busy with the Fire & the holidays.
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Rita
Status: Jane Austen
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Aspiring Amateur Picture Taker!!
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« Reply #3 on: December 18, 2011, 06:40:25 PM » |
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I've never used the chat option, but always called. They have always been very helpful and courteous.
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m&m
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« Reply #4 on: December 19, 2011, 04:03:03 AM » |
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I hate that they were less than helpful! I just used the chat function to have my K3 replaced due to developing a crack. The original rep immediately recognized that my issue required a Kindle specialist, and I was "transferred" to the appropriate person. The entire process took about 15 minutes, and was really easy! I agree that you probably got a really, really bad rep.  |
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jkeith0919
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« Reply #5 on: December 19, 2011, 11:41:00 AM » |
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At least I did get to a Kindle specialist when I called & the problem was solved. Estimated delivery is Wednesday but I tracked my package & it's being delivered today! I'm happy they were able to help me but will probably not be using the chat feature again.
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m&m
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« Reply #6 on: December 19, 2011, 09:20:47 PM » |
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I'm glad that your new Kindle is on it's way! I completely understand not wanting to utilize the chat CS feature again. It doesn't matter whether other people had different experiences- YOU had a crappy one, and personal experience is ultimately what drives us. I hope that both of our new Kindles stay crack-free!  |
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jkeith0919
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« Reply #7 on: December 20, 2011, 11:01:53 PM » |
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I'm glad that your new Kindle is on it's way! I completely understand not wanting to utilize the chat CS feature again. It doesn't matter whether other people had different experiences- YOU had a crappy one, and personal experience is ultimately what drives us. I hope that both of our new Kindles stay crack-free! Thanks m&m! I totally agree, I'm sure Kindle CS is just really swamped as it is the holidays & the Fire just came out, but I will just call from now on. Sadly, my new K3G is stuck in Texas due to adverse weather conditions. I'm keeping my fingers crossed that it arrives tomorrow! |
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Ann in Arlington
Inmate # 65
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Status: Shakespeare
 Online
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Arlington, VA
Posts: 32233
Go Nats!
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« Reply #8 on: December 21, 2011, 05:34:23 AM » |
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Thanks m&m! I totally agree, I'm sure Kindle CS is just really swamped as it is the holidays & the Fire just came out, but I will just call from now on.
What I think works best is the 'call me back' feature. I've not tried the chat. . . .I almost wonder if there's a real human being at the other end. . . .I feel it's kind of like a Turing Test and I'm not sure I'd pass!  |
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Ann Von Hagel Arlington, VA  |
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jkeith0919
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« Reply #9 on: December 21, 2011, 06:31:24 AM » |
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What I think works best is the 'call me back' feature. I've not tried the chat. . . .I almost wonder if there's a real human being at the other end. . . .I feel it's kind of like a Turing Test and I'm not sure I'd pass! I did "call me back" once I was frustrated with chat. I was thinking the difference between that & calling would be no hold time, but that was not the case. Do you usually have to hold when you use "call me back"? I'm thinking KCS is just very busy right now. |
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Ann in Arlington
Inmate # 65
Global Moderator
Status: Shakespeare
Online
Gender:
Arlington, VA
Posts: 32233
Go Nats!
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« Reply #10 on: December 21, 2011, 06:47:14 AM » |
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I did "call me back" once I was frustrated with chat. I was thinking the difference between that & calling would be no hold time, but that was not the case. Do you usually have to hold when you use "call me back"? I'm thinking KCS is just very busy right now.
The once or twice I've used it they've called immediately. Never had to hold -- or at lesat, not for more than a few seconds -- but the issue wasn't something they couldn't figure out right away. I suppose if they'd have to consult with someone I'd have had to hold longer. I do expect they are VERY busy -- no doubt a lot of people giving them for Christmas are trying to get them set up ahead of time. They'll be busy on the day and following as well! |
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Ann Von Hagel Arlington, VA |
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