Amazon.com Kindle Return
On 12/27/12, I called Amazon customer service asking if they REPAIR Kindle Fires that no longer charge. The rep stated that they do not, but could be returned for exchange within 12 months of purchase. At that time, my Kindle was 13 months old, which I explained. The rep stated that I had an option to return the device with any hardware and packaging to Amazon for a store credit and amount would depend on condition. The rep knew that the Kindle wasn't charging. I accepted the offer and proceeded to follow their steps for a return claim. I immediately packaged my Kindle and power cord, and shipped it out right away. As of 1/4/13, my Kindle showed it wasn't yet received by Amazon.com so I called customer service back on 1/7/13. The first rep stated that it was indeed received and my account hadn't yet reflected the update. I accepted the information and agreed to check at the end of the week. I received an e-mail on 1/10/13 informing that my device was unacceptable because it doesn't charge and it would be returned. I called customer service to get a better explanation, which they all told me the same information based on what they read on my account notes. I explained to each rep (2 different depts) that I was initally told I could send it in for store credit based on the fact it doesn't charge. They were both no help and asked at the end of each call "did I help resolve your problem?" Of course not! I received my Kindle back on 1/16/13 WITHOUT the power cord. I now have a device that won't charge and no cord to try and have it repaired elsewhere. My complaint is that Amazon clearly didn't document the return properly, their depts have contradictory information, and their idea of resolution is to read notes from an acct.
Country: USA State: All USA
Address: 1200 12th Avenue South Suite 1200 Seattle WA 98144-2734