SURPRISINGLY BAD CUSTOMER SERVICE!
I purchased the Kindly 3. Excitedly, I ordered it a month in advance and it finally arrived on Aug. 31st. I previously owned the kindle 2, and the Kindly 3 is a nice improvement. The smaller form factor, the snappier page turns and the improved contrast are all touted features, and they are all true.
Unfortunately, after a few days of playing with the kindle 3, downloading a couple of books, and reading, it began resetting itself every 5 minutes. The battery would run down in less than 12 hours (likely due to the frequent resets), and more importantly, it was really annoying to be abruptly stopped mid sentence, when the kindle decided to reset itself.
I called customer service The first person I spoke to, transferred me to a "kindle specialist" after hearing the problem. The specialist stated that he wanted me to plug in my kindle into the wall outlet, and he would update it overnight, to correct the resetting issue. He also stated he would call me at 7 PM the next day. At 745 PM, the next day, I had not received a phone call. Thus, I called kindle support, and again the first person I spoke to, transferred me to another "kindle specialist" after placing me on hold for 10 minutes. The next kindle specialist stated that the update was not done the night before, but would be done the following night. He had no explanation as to why the first specialist did not contact me as he stated he would. Thus, after 2 days of awaiting the wireless update which would solve the problem of the kindle resetting every 5 minutes, the update was complete, and the the kindle 3 continued to reset it self. So, again, another missed follow up by kindle support, who stated they would call me back the next day, and to no avail, no follow up. Thus, again, for the 3rd day in a row, I called kindle support, let history repeat itself, and was transferred to yet another kindle specialist. He stated that a few kindles were reported to have the same problem. Whereas, some (on this forum) were replaced, they were unwilling to replace my kindle until I suffered through yet another update. I was to wait yet, another day, until they sent another wireless update, and see if it solved the problem. I will know the results tomorrow.
What a true disappointment. For a company that prides itself on great customer service, this has been an eye opening experience. I hope that my kindle is fixed by tomorrow, and if not, I hope that Amazon.com has the decency to replace it. Up until now, this has been a terrible customer experience. I just wanted to share my story with you all, and let you know that if your kindle is resetting itself, it is a real problem which the engineers have acknowledged, and you should call customer support and ask for a replacement, and not let them keep telling you that you will need an update. Maybe, the next update will work for me, but 50 hours later, 3 phone calls later, 2 missed follow-ups later, and 6 customer support individuals later and I still have a kindle 3 that is at this point non-functional. Maybe, just maybe, if I wait, 1 day later, it will suddenly work!