Frustrated newbie is back again

[DaveA]

I am now on the second replacement (third device) for the Kindle touch.  Before I did anything this time, I called customer support, told them a synopsis of my story, and asked for their help in getting this third one properly set up.  We went through it step by step, with the same result.  Fail. 

They are next-day-airing a FOURTH Kindle Touch to me, and my expectations are low.  When discussing the first and second units problems with CS, I was told that no one had ever heard of such a thing.  Today, the support rep told me that there have been a "few problems" with the Touch, but that they are "very rare."  (Three out of three??)

I asked for a refund on my purchase but was told that because the first device was purchased more than thirty days ago, that was impossible.  (My wife had ordered it from Amazon at the end of November, but I did not receive it -- Christmas gift -- until December 23rd.)  "Policy," you know.  If this next one is defective as well, I'll go as far up the food chain as necessary to get our purchase credited back.

At this point, I cannot recommend the purchase of a Kindle Touch to ANYONE and would advise my friends and acquaintances to stay as far away from Kindle as they possibly can.

[CrystalStarr]

What's the problem?  I don't remember your other thread.

[intinst]

Many thousands of people have bought the Touch without any problems.

[DaveA]

CrystalStarr -- the first Touch had a defective touch screen.  The second and third will not access the set-up menu screen.  And Intinst, I know that many people are happy with their Kindles, but can you understand my frustration at this point?  I sincerely hope that the fourth unit will perform perfectly because I really want a Kindle.  But I have my doubts.

[Brownskins]

DaveA, I have heard from other folks about some problems with the Touch.  Hope this latest replacement works out.  One thing for sure though, there have been very few complaints on the baby Kindle (no touch), so you definitely have an alternative to choose the K4 instead in the future.  Similar size and weight, and I love it. 

By the way, I am not sure how your return process went, but do you have input on my question on the process (on behalf of a friend).  If you've been through 3 returns, you may have some knowledge.  Not sure though if any of your returns were actually acknowledged before you requested a subsequest replacement...

[JetJammer]

I know it's frustrating.  There are several people here who returned numerous kindles before they found one that really worked well.  If you really do want one, hang in there, eventually you'll get it worked out.  I'm pretty sure most of the people who had problems are happy they finally worked them out.

As for not being able to return it, if you really want a refund, next time you talk to customer service ask again.  They generally have a policy to extend the 30 days until the end of January for Christmas.  Even though I haven't looked specifically for it this year, Amazon is always good about customer service, and I'm betting they will agree that it hasn't worked since you received it at Christmas and refund it.  If not, ask to speak to a supervisor.  Worst case, there's an email address on kindleboards somewhere for the CEOs office, and people have had excellent luck with contacting them directly when they can't reach an agreement with customer service.

[kindlegrl81]

Are you calling Amazon CS or Kindle CS?  Kindle CS is much better at problem shooting kindle issues than the Amazon CS is.

I would also ask another CS person about a refund.  Amazon has an extended refund policy (90 days instead of 30) around the holidays.

[lindnet]

I thought they had extended the return period to Jan. 31st on anything purchased after Nov. 1st?

Here, I found it on the Amazon help page:

Does Amazon.com have an extended return policy for the holidays?

Yes. Items shipped by Amazon.com between November 1, 2011 and December 31, 2011, may be returned until January 31, 2012, for a full refund, subject to our other return guidelines listed in our Product Return Policies Help pages.

[krm0789]

Make sure you're dealing with Kindle CS rather than Amazon CS. From what I'm told they can be very different experiences when it comes to the Kindle.

When in November did your wife purchase the Kindle? They did bring back their holiday return policy this year, so that gifts purchased even in November can be returned in January, but I'm not sure what the start and end dates are on that.

[DreamWeaver]

DaveA, I just read your past posts to get a better understanding of what the problem might be. Apparently, you do not have wifi at home, and you said that you were going to get the 3G Kindle Touch instead. Is that what you're using now?

First, make sure that your new Kindle is actually registered at Amazon. Using your computer, from Amazon.com's main page, click on "Your Account" (on the upper right of the screen). Then click on "Manage Your Kindle" (across from "Digital Content"). You will be prompted for user name and password. After that, click on "Manage Your Devices." If you don't see your new Kindle registered there, you will need to register it. I believe that there is a link to do that.

You may need to visit a wifi hotspot one time because I don't believe the registration process can be completed via 3G. My understanding is that the Kindle needs to "phone home" via wifi to set things up. You can visit a McDonald's, Starbucks, or other free AT&T wifi hotspot to do that.

Also, did you check the 3G coverage map before purchasing? Most areas do have 3G, but not all.

Let us know if you make any progress in solving the problem.

[DaveA]

DaveA, I have heard from other folks about some problems with the Touch.  Hope this latest replacement works out.  One thing for sure though, there have been very few complaints on the baby Kindle (no touch), so you definitely have an alternative to choose the K4 instead in the future.  Similar size and weight, and I love it. 

By the way, I am not sure how your return process went, but do you have input on my question on the process (on behalf of a friend).  If you've been through 3 returns, you may have some knowledge.  Not sure though if any of your returns were actually acknowledged before you requested a subsequest replacement...

I believe the K4 requires wi-fi, which we do not have here in the small town I live in (Iowa).  The return process is very simple.  Customer support emails a return shipping label.  All you have to do is put the Kindle in the box and ship it off.  (If I'm wrong about the K4 needing wi-fi, please let me know.)

[DaveA]

Are you calling Amazon CS or Kindle CS?  Kindle CS is much better at problem shooting kindle issues than the Amazon CS is.

I would also ask another CS person about a refund.  Amazon has an extended refund policy (90 days instead of 30) around the holidays.

I've been working with Kindle customer support.  Once you get past the first level (which is usually somewhat English-impaired), the reps seem quite knowledgeable and do everything they can to solve the problem.  They seem almost as frustrated as I am.

[DaveA]

I thought they had extended the return period to Jan. 31st on anything purchased after Nov. 1st?

Here, I found it on the Amazon help page:

Does Amazon.com have an extended return policy for the holidays?

Yes. Items shipped by Amazon.com between November 1, 2011 and December 31, 2011, may be returned until January 31, 2012, for a full refund, subject to our other return guidelines listed in our Product Return Policies Help pages.

That's good to know.  Thanks!

[sparklemotion]

I'm sorry you're having problems, I know how disappointing that must be. Good luck and let us know how it goes for you. I hope you get it resolved to your satisfaction soon.

[ProfCrash]

If you have the internet at home you could get a Wi Fi router and use that for your Wi Fi access. Have you tried a 3G device yet?

[TraceyC/FL]

I believe the K4 requires wi-fi, which we do not have here in the small town I live in (Iowa).  The return process is very simple.  Customer support emails a return shipping label.  All you have to do is put the Kindle in the box and ship it off.  (If I'm wrong about the K4 needing wi-fi, please let me know.)

If you have any type of Internet at home you should be able to turn it into a wireless connection with a router. You can also quite possibly put a wireless card in your computer and then share your connection that way.

Wifi isn't a matter of the town having it, it is you having the equipment at home to do it (city wide wifi blankets are rare).

Hopefully this one works, but it sounds like it does need a wifi connection just once to get going.

Good luck!

[Meemo]

I am now on the second replacement (third device) for the Kindle touch.  Before I did anything this time, I called customer support, told them a synopsis of my story, and asked for their help in getting this third one properly set up.  We went through it step by step, with the same result.  Fail. 

They are next-day-airing a FOURTH Kindle Touch to me, and my expectations are low.  When discussing the first and second units problems with CS, I was told that no one had ever heard of such a thing.  Today, the support rep told me that there have been a "few problems" with the Touch, but that they are "very rare."  (Three out of three??)

I asked for a refund on my purchase but was told that because the first device was purchased more than thirty days ago, that was impossible.  (My wife had ordered it from Amazon at the end of November, but I did not receive it -- Christmas gift -- until December 23rd.)  "Policy," you know.  If this next one is defective as well, I'll go as far up the food chain as necessary to get our purchase credited back.

At this point, I cannot recommend the purchase of a Kindle Touch to ANYONE and would advise my friends and acquaintances to stay as far away from Kindle as they possibly can.

Actually if she bought it after Nov 1 (i.e. it was shipped after Nov 1) you have until Jan 31 to return it for a refund.  That's Amazon's holiday return policy.

[DaveA]

If you have any type of Internet at home you should be able to turn it into a wireless connection with a router. You can also quite possibly put a wireless card in your computer and then share your connection that way.

Wifi isn't a matter of the town having it, it is you having the equipment at home to do it (city wide wifi blankets are rare).

Hopefully this one works, but it sounds like it does need a wifi connection just once to get going.

Good luck!

Thanks, Tracy.  I specifically asked the last two CS reps if the problem was related to not having wi-fi, and they both said that had nothing to do with it.  Additionally, our local telephone company will charge me $19.95 a month in perpetuity to add a router to our line, which I refuse on principal to do.  We do have excellent 3G coverage here.

[gdae23]

I set up the Kindle Touch 3G in November without any use of WiFi. I did finally set up WiFi at home in December, and then I also got the baby Kindle, which is the only one I'm willing to use on NYC subways. (Since it's relatively inexpensive, and I only put in the effort to set it up enough to get by with. Hopefully nothing will happen to it, but if I do lose a Kindle, I'd rather not lose a more expensive one that I spend hours days setting up exactly like I wanted!)

DaveA, I'm really sorry to hear about the problems you're having, because I really like using the Kindle Touch. I hope in the end you'll get one version or another of Kindle that works well for you. It does seem at least that you should be able to get a refund if that's what you ultimately decide on.

[DreamWeaver]

DaveA, do you currently have the wifi-only Kindle Touch or the one with 3G?

If you bought your device from Amazon, it should already be registered, but you need to make sure. To verify, press the Home button and check whether your Amazon user name is in the upper left corner of the Home screen. If it says "My Kindle," then you need to register it.

To register your Kindle, tap the Menu button from the Home screen, then tap Settings from the displayed menu. Tap Registration and select the appropriate option to begin the registration process. It is my understanding (at least with the previous 3G Kindles) that you have to be connected to wifi (not 3G) in order to register the device. My K3 Kindle Keyboard 3G came to me pre-registered, so I didn't have to do that. I suggest that you go to a McDonald's, Starbucks, or other free AT&T hotspot and try connecting to wifi there. You should only have to do that one time if it is required for registration.

Anyway...I would think that Amazon Customer Service would have made sure that your device is registered, but it can't hurt to double-check that on your Home screen. I hope you're able to resolve the problem!

[TraceyC/FL]

Thanks, Tracy.  I specifically asked the last two CS reps if the problem was related to not having wi-fi, and they both said that had nothing to do with it.  Additionally, our local telephone company will charge me $19.95 a month in perpetuity to add a router to our line, which I refuse on principal to do.  We do have excellent 3G coverage here.

Oh ye gads, I'd never pay them that, are they it's??? (I do pay $5 a month for my cable modem from Comcast, just because i hadn't had the extra to buy one outright yet, and I try not to think about that)

You can probably find a router for around $50 (or less). You certainly don't need to use theirs. I actually prefer using a router of some sort (wired or wireless) between me and the big bad Internet, I don't like the first thing someone hits to be my computer.

I'm glad to see others have been able to set it up without wifi - I thought I had read in another thread about needing it just once so I was getting worried for you!

Here is hoping you get a working device, sooner than later and can start enjoying it.

[DaveA]

Oh ye gads, I'd never pay them that, are they it's??? (I do pay $5 a month for my cable modem from Comcast, just because i hadn't had the extra to buy one outright yet, and I try not to think about that)

You can probably find a router for around $50 (or less). You certainly don't need to use theirs. I actually prefer using a router of some sort (wired or wireless) between me and the big bad Internet, I don't like the first thing someone hits to be my computer.

I'm glad to see others have been able to set it up without wifi - I thought I had read in another thread about needing it just once so I was getting worried for you!

Here is hoping you get a working device, sooner than later and can start enjoying it.

I found a router in my box of gizmos.  I had apparently purchased it a few years ago and forgotten about it.  I'll set it up in the morning and see if that gets me anywhere.

Thanks to all of you for your helpful suggestions and moral support.  I'll whip this thing yet!

[Kathy]

Thanks, Tracy.  I specifically asked the last two CS reps if the problem was related to not having wi-fi, and they both said that had nothing to do with it.  Additionally, our local telephone company will charge me $19.95 a month in perpetuity to add a router to our line, which I refuse on principal to do.  We do have excellent 3G coverage here.

A wireless router can be bought and used without wireless from your Internet provider. It just allows you connect your home network with wireless. I have a cable Internet but bought a router to connect my computers and printer. It works great for my iPad, iPhone and Kindle.

Should have finished reading the other posts before replying. Good luck and let us know.

[gdae23]

It is my understanding (at least with the previous 3G Kindles) that you have to be connected to wifi (not 3G) in order to register the device. My K3 Kindle Keyboard 3G came to me pre-registered, so I didn't have to do that.

That's interesting. I never knew about this, probably because all of my Kindles also came pre-registered. I kept wondering why people were saying that you needed an initial WiFi connection even with the 3G Kindles! You've explained this very well, so now it makes sense to me.

[Sandpiper]

I believe the K4 requires wi-fi, which we do not have here in the small town I live in (Iowa).

OK, I'm curious.  Both my parents were from small farming communities in northeast Iowa -- Tripoli and Luana.  Are you in that general area?