Rare Case of (Free) Replacement of Out of Warranty & Broken Amazon Kindle

I love reading books, and this article is for book lovers only and people who never give up.

This article is helpful for anyone who believes in keep trying until it’s done — I am sharing my experience of getting Kindle replaced free of cost from Amazon even when it was out of warranty.

Yeah, I am not faking it, I did it a few weeks ago.

The accident happened when I was on my two-month long vacation in Thailand and my son tried to snatch my Kindle. My Kindle fell on the hard floor and got a crack.

It broke my heart.

I checked online and came to know that warranty is not applicable for physically damaged Kindle devices.

I checked my device’s purchased date.. Oops the device was out of warranty as well.

All odds were against me. I had to spend another 10,000+ rupees on Kindle as I am addicted to reading books…. and I am in love with Kindle.

Anyways, nothing could be done while in Thailand. Amazon does not provide delivery in Thailand. I don’t know why, but Amazon does not have an online store in Thailand.

I came back to India in the end of July. I wrote Amazon about my broken Kindle, expecting some discount on the replacement.

I got this response.

I called up the Amazon Service Center Number — 1–800–3000–9011

I encountered a bad customer care person. He was very strict about Amazon policies that no replacement can be provided for out of warranty devices.

I told him that I am okay to pay repair amount — but Amazon does not have any repair center anywhere in the world. They don’t even ship replacement parts.

The only option I left with — is to throw away the broken Kindle and buy new Kindle at the full price. I read few online discussion forums where people confirmed that they had to buy new Kindle in such scenarios.

But I was still hopeful. I don’t know why I was hopeful even when there was zero chance of getting a discount on the new Kindle, forget about the replacement. Maybe this hope was coming from my experiences in my startups.

I am not a easy quitter. I have failed at two startups, lost almost all my money in the first startup, still building my third startup without a single thought of joining a big corporate job.

I called up Amazon again… the same number but a different customer care guy.

I politely explained my case. This time, I was acting like a sales guy. I wanted to sell them a good loyal customer who they will regret losing.

I told him that I buy two Kindle books every month but my reading is ceased because of my broken Kindle. I asked if they can cancel my recent Kindle books order and ship me physical books because I do not want to invest money again on Kindle device.

I actually buy more than two books per month on an average. By chance, I bought 8 books in the month of July.

Here is my list of recommended books for entrepreneurs.

I made a solid case of presenting me as a valuable customer for Amazon.

They would be losing a customer who is going to spend thousands of rupees in the lifetime by denying a new Kindle.

Honestly, I was expecting a paid repair or equivalent discount on new Kindle. I was ready to buy a new Kindle at a 50% discount.

But the customer care guy asked me to wait for few days till he discusses my case with his seniors.

I received his response over the email.

In couple of days, I received another email

And I got my beloved Kindle at no additional cost.

This is the result of persistence and a little bit of marketing & sales skills.

The good side effects of being in a startup world

Quick Link to Buy a Kindle, only if you love reading!

What should you do if you are buying a Kindle?

#1. Buy a Kindle device if you want to enhance your skills by reading books. I have access to great people’s thoughts through the books they have written.

#2. If you already have a Kindle, then buy at least two books every month. If you are a slow reader then buy at least one book every month, but be a consistent buyer. Here is my list of books that I recommend you start reading today to become a better entrepreneur.

#3. If your Kindle gets into trouble, pursue customer care people with logic rather than loud voice.

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