Kindle Fire Charger Problem (First blog post)

So, I’ve started a blog. This is my first post. Cue the birthday song. I want cake, and a new car, and a My Little Pony…  Actually, I don’t want a My Little Pony…I just said that to be funny. I wish the crickets would stop making that noise.

I don’t want anyone that might possibly be reading this (yeah, like that’s going to happen) to think I created this to whine or bitch or complain about things. I started this because I’ve wanted to, for awhile (ahem, years), “get things out of my head” and, to do that, I’ll hvae to practice my so called writing skills. So, I finally took the plunge. Quite honestly, I don’t know what I’ll blog about or how often. But I gots lotsta say sometimes and this will be the place to do that.

That being said. My first post is a complaint. Hey, you in the back…I heard that!

November 2015 I purchased my Kindle Fire. It worked well until July  2016 – when the charging  micro USB plug suddenly became loose to the point where I had to hold the cord so it was above  the tablet. If it just lay there it wouldn’t charge. (Yay! Terrific! Interactive charging. Woot! NOT!) I found out a rolled up a sock held the cord at a high enough angle to actually charge the tablet. 

 

I looked up the problem online to see if there was an easy fix or if this problem was widespread. I found a lot of people with the same problem! <Insert multiple cusswords here!>

 

Anyway, I couldn’t remember the warranty details so initiated a chat with Amazon to get that information as well as find out what could be done. The following is that chat. It is interesting to find out that Amazon knew about this defect and yet still allowed the tablets to be sold. I wonder how many people are affected by this.

 

Anyway, I like having a tablet and they offered me a replacement for $12.50 (75% off). I hope I actually get that discount. I’ve kept the chat in its entirety just in case. I am not sure what I will do if the new tablet has the same charger issue though. Guess we’ll find out. ~Le Sigh~

The only changes to the below chat is when I inserted an empty line between each customer service associate and put the names in bold to make it easier to read. Or when I changed text color to heighten any points being made.

 

WARNING: Boring and long material ahead.


Chat

You are now connected to Amazon from Amazon.com

Me: I purchased my Kindle Fire, 5the edition, on November 27, 2015. As of last month, when charging it (using the charger that came with it) you have to hold the micro usb in a certain way or it won’t charge. I can’t just stand there and hold it in just the right spot for the entire time it charges. I have always charged it on a flat surface that wouldn’t be jostled. I either need this problem fixed or the item replaced. What do I do to remedy this problem?

Amazon: Hello my name is Shivesh. I will be happy to help you today.

Are you facing issue with “Mea’s Fire” device?

Me: That is correct.

Amazon: Have you tried to charge the device with other usb cable?

Me: I have to no avail.

They are all loose

Amazon: To help you better. Let me connect you to a member of our specialist team. It will only take a moment.

Me: Thank you

A Customer Service Associate will be with you in a moment.

You are now connected to Arnold from Amazon.com

Arnold: Hello Mea, my name is Arnold from Amazon Kindle technical support. I’ll be happy to help you today.

I’m sorry to hear that you had issue with your Kindle with loose charging port.

I’ll be glad to help.

Me: Thank you, what can be done about the loose charging micro usb. I have looked around online and see I am not the only one with this problem. I am also not willing to spend any money at this time for this problem.

It seems to be an inherent defect with the product.

Arnold: Thanks for the additional details, Mea.

May I ask if you already tried charging the device using a different charger or have you already tried charging the Kindle by connecting the Kindle to your computer using a USB cable?

Me: I fix computers for a living and have tried using different micro usb chargers going from wall to product as well as computer to product.

I lay the kindle on a table and plug in the micro usb. I have to pull it up (towards the ceiling) for all chargers. At this point I have to roll up a sock and place it under the cord to keep it in the correct position to charge.

Arnold: Thanks for the additional details, Mea.

I am sorry to say the my computer is currently freezing and I will need to restart this PC right now.

What I can do to help is connect the chat now to a customer service rep to further assist you with this concern.

Let me just advise them regarding the issue.

One moment please.

A Customer Service Associate will be with you in a moment.

You are now connected to Arya Dev from Amazon.com

Me: Thank you. I hope your computer starts behaving! 🙂

Arya Dev: Hello Mea, my name is Arya Dev. Let me connect you to a member of our Kidnle team. It will only take a moment.

A Customer Service Associate will be with you in a moment.

You are now connected to Arpitha from Amazon.com

Me: Hello?

Arpitha: Hello, my name is Arpitha. I’ll certainly help you with this.

Me: Thank you

Arpitha: You’re Welcome. Could you please allow me for 3-4 while I read the previous chats to understand your query?

Me: Please, go right ahead. Take your time.

Arpitha: Thank you for your patience.

Firstly, I am sorry for the multiple transfers.

I understand that the USB port of the device seems to bo loose.

Me: I understand the transfer situation. Computers are alien beasties at best. Yes, the charge port is loose.

Arpitha: So, I’ll transfer you to kindle technical team and they’ll assist you with device replacement.

Me: Thank you.

Arpitha: I’ll ensure that you’ll be transferred to appropriate team to avoid further transfers.

Me: I appreciate that. Thank you for your help and please have a good day!

Arpitha: You’re Welcome.Have a good day too! 🙂

A Customer Service Associate will be with you in a moment.

You are now connected to Kamal from Amazon.com

Kamal: Hello my name is Kamal. I am a part of Amazon Kindle Technical Specialist team. I’ll certainly try to help regarding your concern.

Me: Thank you

Kamal: As I understand that tha charging port iof your tablet is loose.

Am i correct?

Me: That is correct.

Kamal: Please allow me a minute.

Me: Please take your time.

Kamal: I checked that your Kindle is no longer in warranty, but I did check some options and found a really good one. I know most of the companies don’t give you any options outside the original warranty, however as you are already a Kindle owner, rather than leave you hanging we can actually get you an upgrade for your Kindle at a highly discounted rate .

Me: From what I can discern, there is a 1 year manufacturer’s warranty.

I have not had my kindle for a year yet.

If I cannot get a replacement under that, then I will just need to return it for a full refund.

Kamal: Mea, As I want to inform you that the kindle fire 7 is having 3 months warranty on it.

Me: May I please have the website to look that up myself? (No offense meant to you.)

Kamal: In this case As you are our valued customer, I can issue the $20 discount on your kindle tablet purchase,

Please check this link:

Scroll down at the bottom you will see warranty and service;90-day Limited Warranty and service included.

Me: That is interesting because I found this: https://www.amazon.com/gp/help/customer…(See full link) (Note: I wanted to explain why I offered this website that doesn’t include my Kindle tablet. All of their other Kindles seem to have a 1 year manufacturer’s warranty. Why does my edition only have a 90 day warranty? Is it because of the known charger issue? I was going to bring it up in the chat but didn’t get around to it.)

Kamal: Mea, This is not including the fire 7 which us for 90 days warranty.

Me: Hm, well then I just want to return and get a full refund. I will not pay for something that should last longer than a sneeze but doesn’t. ESPECIALLY when the defect is well known and has not been adressed.

Kamal: Mea, please allow me a minute.

Me: Thank you

Kamal: Thanks for your patience Mea.

Me: Thank you for your assistance.

Kamal: As I can check that your kindle tablet return window is closed, as an exception I can create the return label for your kindle fire device.

Me: What does that mean specifically?

Kamal: Mea, As the kindle tablet can not be returned for the full refund however as you are our valued customer I can create the return label for your fire so that you can return your kindle tablet.

Me: I apologize but i am still confused. I can’t get a full refund but I should return the Kindle? How much will I get as a refund?

Kamal: Mea, As we can not promise the full refund, it will be a 60% of your kindle purchase.

Me: No offense but that is kind of laughable. I understand your hands are tied but let me get this straight… I well known and respected company fully endorses the sale of a product, with a well known defect, and yet does not recall or get the defect fixed on the product. And then, when a long time customer requests help, will not do anything but offer $20 off a purchase for a product with the same defect or to return the defective item for only 60% refund when they ALREADY KNEW THE DEFECT WAS APPARENT? I am so posting this all over the media.

Kamal: Mea, In this case I can provide a $25 on your kindle tablet fire purchase which is listed as $49.99

I sincerely apologize that you faced this issue, The $25 discount I can issue Mea.

Me: So now I am being offered $25 off of another product with the same defect…? And, if I purchased that item, how long will it be before the same problem arises?

Kamal: Mea, As it is not a common issue, Some time when the cord plug incorrectly on the port then it will become loose.

You will not face this issue in the new kindle tbalet.

tablet*

Me: Actually, the problem is widespread if you search for it online. That is how I became aware that is WAS the problem. And, since I fix computers for a living, I know fully well that one must be careful with plugging anything into micro USBs as they can be prone to difficulties. And how do I know I won’t face this problem with the new kindle tablet? Did they address this problem in the new tablets?

Kamal: Mea, As our developers team is working on this issue for this.

It will be resolved soon.

Me: If the developer team is working on this issue then it IS a known issue and I was sold something that was defective to begin with.

And Amazon knew it was defective and still sold it.

Kamal: Mea, In this case I will surely take your feedback for this and forward it to the concerned team so that they can look into this issue.

Me: In the meantime, what can be done with my obviously defective tablet? Perhaps I should talk to your supervisor?

That way it is out of your hands.

Kamal: Please allow me a minute so that I can check with your supervisor?

Me: Thank you, I appreciate that.

Kamal: Please hold while I transfer this chat to the supervisor.

A Customer Service Associate will be with you in a moment.

You are now connected to Alok from Amazon.com

Alok: Hello my name is Alok. I’m member of Kindle leadership team. I will be happy to help you today.

Me: Thank you. I hope you can help. I have discovered that Amazon sold me a product that was known to be defective and I am now having problems with the product.

Alok: I’m sorry to hear about the issue which you are having with Kindle device. Please allow me a minute while I go through your previous correspondence.

Me: Thank you, please take your time.

Alok: Thank you for waiting.

I have checked your kindle device and see that it came with three months warranty and warranty of your Kindle device has been expired. Our Kindle technical team provided you out of warranty option for the device.

As being a loyal customer of Amazon, I will provide you 75% discount on the new Kindle Fire device.

Me: That is no longer the issue. The issue now is that Amazon willingly sold me a product with a known defect and that defect has manifested itself in the product I purchased. Amazon has not issued a recall or refunded anything to any of the people that purchased the product with the well known defect. How is Amazon going to fix this situation?

Why should I have to buy something else?

Why didn’t Amazon stop selling the defective product until the problem was fixed/

How many people are affected by this? When searching for this problem online there is page after page after page of the same problem.

I, personally, want a replacment, without the defect, at no charge.

I purchased the product without even knowing there was a defect.

Amazon has had plenty of time to address this issue

Amazon has had years to get this problem taken care of

Alok: I understand the situation. Our kindle specialist team working on it as we are getting this issue reported by many customers. I would feel the same way as you are facing this issue with the device. I’m also a Kindle user and using this device since four months and there is no hardware and software problem with the device.

I will consider this as your feedback for this kindle and surely forward to our concern team. Customer feedback like yours is always important to us

Me: And now you are offering me 75% off of a new kindle that has the same defect. Well, I;ll tell you what. 75% off of the new kindle price is the same amount as what I paid for my current kindle. I will send you my current kindle, you will send me the new one and you get to keep my money. However, the previous Amazon person said the new kindles don’t have the charge port problem so, I will use the new kindle that you will send me and see if there is a charge problem with it. (Note: I know I flubbed on the math part of things here. What can I say…I was pretty much peeved at this point and trying to keep things professional! However, there seems to be a scorch mark in the ceiling above my head. ;-D)

Alok: All the kindle fire devices not having this problem. We are receiving many contacts from the customers who are having this issue and I hope our Kindle specialist team will get this problem fix with this device.

We will provide you discount of 75% on the new kindle Fire device and there is no need to return the defective kindle device.

You can keep, donate or dispose the device kindle device.

Me: So it would be $12.50 with free shipping?

Alok: Yes, that is correct!

Me: With a guarantee that the charger problem won’t occur?

Alok: You will not face this issue with the new kindle device as all Kindle fire device are not having this problem.

Me: Ok, then let’s do that. $12.50. How wil I pay for this since we are on chat?

Alok: Please go ahead and place the order at regular Price and once the device will be shipped out I will issue refund for 75%.

Me: The order has been placed

Alok: I’m following up with the new order and once the device will be shipped out I will send you an email confirmation for the refund.

Me: Thank you. I truly hope I do not have any difficulties with the new tablet. Other than the charging problem I did like it. I will await your refund email.

Alok: Thank you for your understanding. I hope you will not have any issue with the new kindle tablet.

I appreciate your patience and time.

Is there anything else I can do for you today?

Me: I appreciate your patience, time and effort. There is nothing else at this time. Please have a good day.

Alok: Thank you for contacting Amazon. Please click on the “End Chat” to close this window.

Take Care!

Bye 🙂

UPDATE: I received my ordered Kindle Fire and it is fine so far. I probably won’t blog anymore about this unless I find myself having problems with it.

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