See recap - Process for returning a defective Kindle...

[Brownskins]

A friend of mine had one of her new Kindles replaced due to a defect.  When she received the replacement Kindle, I helped her pack the defective one and dropped it at the post office after Christmas.  Newgistics (in this case, Amazon's shipping partner) tracking info shows that the return has been delivered.  My friend is asking if there is anything else that she should be receiving (e.g., an email confirmation of the release of the credit card hold, or a acknowledgment email) or if the delivery confirmation is the only information that will be provided.

I don't know the answer... so if anyone who has gone through the process please confirm, it will be much appreciated.

I will recap in a post at end of day for my benefit and for the benefit of those who may have to go through the return process, particularly for a Kindle.

[Hadou]

That's one of those things you'd have to contact Amazon/Kindle support about, I would think. 

[Brownskins]

That is actually good advice.  I am advising her to do so tomorrow (to allow for 2 business days since the return was dated last Friday at 6 PM), in case no form of confirmation is received from Amazon. 

I told her since I am part of Kindleboards, maybe I could also ask what others experienced.  If someone familiar with the return process can confirm, the call may no longer be necessary.

 

[Addie]

I've returned two Kindles before due to defects. It's been a while so I don't really remember, but I'm pretty sure I never received any form of confirmation from Amazon. I figured everything was okay when they didn't charge me for an extra Kindle.

[JetJammer]

The one time I returned a defective Kindle, I did receive an Email that they had received it.  It seems like it took quite a while after I sent it back though, at least 10 days, maybe longer.  I wouldn't panic right away, but if she doesn't hear from them within a couple of weeks, and definitely before you get to the 30 day deadline, I'd call customer service and talk to them.

[Ann in Arlington]

I believe you'll get a confirmation email that they received it. . . .usually within a few days of it arriving -- they confirm that the box your shipper shows as having delivered actually contained a returned kindle.  

If they don't get it. . .you get a note in about 20-25 days reminding you to return the defective one.  If you get that message. . .definitely contact them right away.

[DreamWeaver]

I received a return confirmation from Amazon within a week after my defective Kindle was received by them last month. The e-mail from them was titled "Return Received for Order _________."

[Brownskins]

Thanks to everyone's recount of their experience.  My friend ended up calling CS today and there was no update from their end other than the same information (Newgistics' shipment delivered).  Their generic response was that they may or may not send a confirmation email but the requirement for the return within 30 days has been complied with.

So, as promised, here is the recap of the process for returning a defective Kindle (I may refer to this as well in the future):
1.  Call Kindle CS and report defect.
2.  Kindle CS will email replacement order # and return postage label.  Shipment of replacement unit will be confirmed through email.
3.  Receive replacement unit and test.
4.  Ship back to Amazon the replaced unit (the defective one).
5.  Return shipping takes longer than the usual postage timeframe but will eventually show up as delivered per tracking info.  (In my friend's case, two calendar weeks.)
6.  Per responses from other Kindleboards' members, you may or may not receive a return confirmation email from Amazon.  This could take up to another 2 weeks (rounding up the 30 day allowance for returns.  Hence, it is best to ship back the defective unit as soon as possible since the entire process can literally take 30 days.).
7.  For any issues, call Kindle CS as a last resort, on the 30th day! 

OK, hope this is helpful. 

Peace everyone! 

[DreamWeaver]

I just wanted to add that I was told by customer service that there's a 90-day warranty on the replacement Kindle, which I think is quite generous.

[meromana]

Funny--I was just wondering about this myself today.  Just a few days after Christmas, I had to exchange both my Kindle Fire and another item that we had bought due to defects.  Today, I received an acknowledgement of the receipt of the other item, but not the Kindle, which got me worrying.  The instructions for returning the Kindle had me simply drop it in a UPS drop-box, which means I have no proof that I returned it, so it certainly would be reassuring to receive an email to that effect, but I guess I just have to hope for the best...

--Maria

[DreamWeaver]

Funny--I was just wondering about this myself today.  Just a few days after Christmas, I had to exchange both my Kindle Fire and another item that we had bought due to defects.  Today, I received an acknowledgement of the receipt of the other item, but not the Kindle, which got me worrying.  The instructions for returning the Kindle had me simply drop it in a UPS drop-box, which means I have no proof that I returned it, so it certainly would be reassuring to receive an email to that effect, but I guess I just have to hope for the best...

--Maria

Maria, whenever I send something back using a prepaid UPS label, I write down the tracking number that's on the label (or, even better, I photocopy the label before affixing it to the package), noting the date it was sent, and keep that for my records. That way, I can make sure that the item was delivered by checking the shipment's status at the UPS website. I did that when I returned my Kindle. It took Amazon a week or so after delivery to acknowledge receipt via email, but I already knew that it had been delivered from the information on the UPS website. Having the tracking number will help if the company claims they didn't receive the returned item.

[NightGoat]

If I may post here without getting dumped into a sub-forum....

It took about two weeks before I got an email confirmation that Amazon had received my defective Kindle. So yes, your friend should get a confirmation.

[jkeith0919]

I returned my defective K3 right after Christmas & have not received an email from Amazon. I checked the UPS website & it was delivered 1/5/12, just 6 days ago so I'm not worried about it. I did print the delivery confirmation *just in case*.