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Amazon Support

a guest Mar 19th, 2013 279 Never
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  1. You are now connected to Jesse from Amazon.com.
  2. Me:Grey spot on Kindle Keyboard screen.
  3. Jesse:Hi, Michael!
  4. This is Jesse. I'll be more than happy to assist you today.
  5. Me:Thanks!
  6. Jesse:I am sorry to hear about the issue on your Kindle screen. Don't worry, we will do our best to resolve the situation.
  7. Before we proceed and for security reason, may I have the complete name on your Amazon account, please?
  8. Me:Michael XXXXXXX
  9. Jesse:Thank you. Your email address is XXXXX@gmail.com, correct?
  10. Me:Correct
  11. Jesse:Thank you.
  12. Are we referring to the Kindle device that is registered as Michael XXXXXXX?
  13. Me:Correct
  14. Jesse:Thank you.
  15. Can you please tell me more about the grey spot on your Kindle screen? Does it look like a blotch?
  16. Me:Yes
  17. and it's about the size of a letter
  18. Jesse:I see. Was the Kindle exposed to physical pressure or come into contact with another object or liquid?
  19. Me:Not that I know of
  20. I keep it in a case
  21. Jesse: Was the Kindle dropped that might have caused this screen issue?
  22. Me:and carry it in my backpack in it's own pocket
  23. No drops that I know of
  24. Jesse:Thank you for the helpful information given.
  25. In this case, let me go ahead and request for a free replacement for you. Good thing that your device is still within its warranty.
  26. To proceed, since we're sending you the replacement for free, we need a valid credit card number to use as a collateral. We might authorize up to $1 to make sure that the credit card is valid. But don't worry, you will not be charged for it unless the defective kindle is not returned within 30 days. May I have the last 4 digits of your credit card along with the expiration date, please?
  27. Me:One moment
  28. Jesse:Sure, go ahead.
  29. Me:XXXX
  30. XXXX
  31. Now I was looking at the paperwhite at Best buy the other day.
  32. Could I pay the difference and possibly upgrade?
  33. Jesse:As of this time, we can only replace the same exact Kindle.
  34. Me:Oh ok
  35. Jesse: May I also have the billing address associated on your credit card, please?
  36. Me:Were people previously able to pay to change to a different model? My aunts kindle broke and she was able to get a different model, just curious.
  38. Jesse:Upgrade replacement is only available for out of warranty Kindle. However, even if your device is out of warranty, Kindle Touch device is the only available Kindle for replacement.
  39. By the way, is the billing address same with the given shipping address?
  40. Me:Yes, it is
  41. Jesse:Thank you.
  42. By the way, is XXXXX a street, avenue or route?
  43. Me:St
  44. Jesse:Thank you.
  45. There you go, Michael. The replacement was successfully created. Here's your replacement OrderID: XXXXXXXXXXXXXXXX.
  46. I just sent you an email order confirmation together with the return process for your reference. You should have received it by now.
  47. Me:Ok
  48. And will it have the label and everything that I need?
  49. Jesse:Yes, Michael.
  50. Me:Thanks!
  51. Jesse:You are most welcome, Michael!
  52. It has been my pleasure to assist a valued customer like you. We assure you that it is always our endeavor to provide the level of service you expect and deserve. We value your support and look forward to the continued opportunity of serving you.
  53. Aside from this, is there anything else that I may further assist you with today?
  54. Me:One more question
  55. Jesse:Sure, go ahead.
  56. Me:Regarding kindles that are jailbroken to use wallpapers of my choice, that won't cause any problems, correct?
  57. As it is a hardware problem
  58. Jesse:Michael, Kindle Fire doesn't support the use of custom screensavers.
  59. Me:It's a kindle keyboard
  60. Jesse:Oh I am sorry. That is also applicable for your device.
  61. Me:http://www.amazon.com/Amazon-com-Customer-Service/forum/Fx2EGRL42MHF15D/Tx1XWROEYYNYZUA/12/ref=cm_cd_et_md_pl?_encoding=UTF8&cdMsgNo=283&asin=B00154JDAI&store=fiona-hardware&cdSort=oldest&cdMsgID=Mx2HTAOBPKHJ0P8#Mx2HTAOBPKHJ0P8
  62. "Custom Screen Savers
  63. Amazon.com Customer Service does not support or provide instructions for adding custom images to your Kindle to be used as screen savers. However, should you choose to do this on your own it will not void your warranty."
  64. Jesse:Please note that if you customize or jail break your Kindle, it will automatically void your Kindle warranty.
  65. Please refer to the one-year limited warranty for your Kindle device for information regarding the terms of the warranty: www.amazon.com/kindlewarranty
  66. Me:The post I just linked to says that installing your own screensavers is acceptable
  67. And I just read the one year warranty terms for my device and it says nothing regarding software
  68. Jesse:I am sorry, Michael. Installing any third party software on your Kindle is not allowed. If you did so and something go wrong on your Kindle, the device is automatically out of warranty.
  69. I am truly sorry for the misinformation.
  70. Me:Please link me to where that is stated in the terms of service or the limitations of the warranty.
  71. Jesse:Let me check, hold on, please.
  72. Me:The post from Amazon Customer Service states that
  73. "Custom Screen Savers
  74. Amazon.com Customer Service does not support or provide instructions for adding custom images to your Kindle to be used as screen savers. However, should you choose to do this on your own it will not void your warranty."
  75. This is the only reason I jailbroke my kindle.
  76. Jesse:Michael, please refer to this line: This limited warranty applies only to hardware components of the Device that are not subject to accident, misuse, neglect, fire or other external causes, alterations, repair, or commercial use.
  77. Alteration of Kindle software will void Kindle warranty.
  78. Me:The word "alterations" is in reference to the words "hardware components" and makes no mention of the software on the device.
  79. Jesse:That includes software, Michael.
  80. Me:Whereas the post in the Amazon forums that I linked to explicitly mentions modifications to enable custom screensavers not voiding the warranty.
  81. That absolutely does not include software.
  82. Jesse:I do apologize for the inconvenience that this may have caused you, Michael. However, doing so will and certainly void the warranty.
  83. Me:I assure you that my warranty is not voided.
  84. http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_sib?ie=UTF8&nodeId=200507340
  85. That is the warranty that applies to my device, correct?
  86. Under the terms of the warranty, there is no mention of software.
  87. Jesse:If I may ask, the device you jailbroke is the Kindle that we just replaced?
  88. Me:Yes, it is.
  89. I was under the impression (and I still am) that my device is still under warranty.
  90. Jesse:Yes, it is under One-year warranty. But if you have told me earlier that you jailbroke your Kindle, a free replacement will not be honored.
  91. Michael, please note that Kindle comes with a One-Year Limited Warranty against defects in materials and workmanship under ordinary use.
  92. Me:Again, can you please provide me with documentation of why my device warranty was voided. The warranty of the device makes no mention of software.
  93. Jesse:I completely understand that "software modification" is not explicitly stated online that is not allowed. I'll be sure to pass your comments about this so that our Kindle team will clearly state online that doing so is restricted. Once again, I am very sorry about this.
  94. Customer feedback like yours is always important to us.
  95. Me:So a statement clearly allowing software modification within warranty is overridden by unclear warranty terms that make no mention of software? Just to be clear.
  96. Jesse:No we still consider it at out of warranty.
  97. Me:Can I have this chat elevated? I would like to get this resolved tonight.
  98. Sorry.
  99. Jesse:I will surely relay this to our Kindle team. Thank you for bringing this up to our attention.
  100. Me:That really does not solve my problem. I appreciate that you are doing your best to improve service for other Kindle users, but this does nothing for me. There is nothing that I can find online or in any of the kindle documentation prohibiting software modification.
  101. Jesse:I am really sorry, but it does.
  102. Me:This, of course, is a problem for me because my kindle is now out of warranty
  103. Jesse:Do not worry, the free replacement Kindle that I processed is still honored.
  104. Me:Ok, well I guess that solves my current problem.
  105. I'm just a big supporter of consumer rights and want things like warranties to be clear.
  106. I think in this case that any court of law would side with a consumer due to how vague the warranty terms are, and because of their lack of mentioning software, but I appreciate my replacement kindle still being honored.
  107. Jesse:Do not worry, this will be forwarded to the appropriate team.
  108. Is there anything else that I may further assist you with today?
  109. Me:Nope, that's all.
  110. Jesse: Thank you for contacting Kindle Chat Support. Have a great one! Take care.
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