{"id":859,"date":"2017-04-10T12:00:14","date_gmt":"2017-04-10T11:00:14","guid":{"rendered":"http:\/\/www.davidwithington.com\/blog\/?p=859"},"modified":"2017-04-10T12:16:06","modified_gmt":"2017-04-10T11:16:06","slug":"kindle-screen-problems","status":"publish","type":"post","link":"https:\/\/davidwithington.com\/kindle-screen-problems\/","title":{"rendered":"Kindle Screen Problems & Amazon Customer Service"},"content":{"rendered":"

\"Kindle<\/a><\/p>\n

Frozen Kindle Screen<\/span><\/h2>\n

Half the screen on my wife’s Kindle froze in the screensaver mode.<\/span><\/p>\n

It didn’t affect her ability to read it – as long as the book was no longer than 5 lines long.<\/span><\/p>\n

Or perhaps, if she’d seen the film, she could piece together what should have happened in the missing bits.<\/span><\/p>\n

\"Broken<\/a>
“My Kindle has broken.”<\/figcaption><\/figure>\n

In other words, it became useless.<\/span><\/p>\n

“Can you fix it, David?”<\/span><\/p>\n

“Hmm… let’s have a look.”<\/span><\/p>\n

A Google search suggested all sorts of things.<\/span><\/p>\n

But reboots, resets, and releasing-from-a-great-height made no difference (only kidding about the last bit, but we felt like doing it).<\/span><\/p>\n

So desperate were we to find a way to fix it that I even went to page 2 of the Google results!<\/span><\/p>\n

Can Amazon Fix The Kindle Screen?<\/span><\/h2>\n
\"I<\/a>
I contacted Amazon about the frozen Kindle screen<\/figcaption><\/figure>\n

As a last resort, I decided to contact Amazon.<\/span><\/p>\n

And I was impressed with what happened.<\/span><\/p>\n

On the Amazon website, there’s a process of narrowing down the problem. But if your issue isn’t resolved with that process, a box appears in which to enter your phone number so that a technical person can call you.<\/span><\/p>\n

A few seconds after submitting my phone number, the telephone rang and the warm Irish dulcet tones of the Amazon representative put me at ease.<\/span><\/p>\n

\"How<\/a>
“How can I help you?”<\/figcaption><\/figure>\n

“How can I help you?”<\/span><\/p>\n

I explained the problem.<\/span><\/p>\n

“Ooh, it sounds like a faulty screen…<\/span><\/p>\n

Yup, I know that.<\/span><\/p>\n

“It’s way out of warranty though…<\/span><\/p>\n

I know that too.<\/span><\/p>\n

“But we want to help you…<\/span><\/p>\n

That’s nice.<\/span><\/p>\n

“So we’ll credit your account with \u00a320…<\/span><\/p>\n

That’s even nicer. In fact, that’s unexpected, and very generous.<\/span><\/p>\n

He continued…<\/span><\/p>\n

“But you don’t have to spend it on a Kindle if you don’t want. You can use it for anything you like.”<\/span><\/p>\n

I found it hard to believe what I was hearing.<\/span><\/p>\n

Talk about great customer service.<\/span><\/p>\n

I couldn’t wait to tell everyone about it!<\/span><\/p>\n

But did we buy another Kindle?\u00a0<\/span><\/p>\n

And did we buy it from Amazon?<\/span><\/p>\n

We certainly did, on both counts – simply because we wanted to!<\/span><\/p>\n

\"New<\/a>
Christine’s happy again with her brand new Kindle<\/figcaption><\/figure>\n

So why have I told you this story about our Kindle?<\/span><\/h2>\n

Well…<\/span><\/p>\n

If you’d like your customers to want<\/em> to buy from you.<\/span><\/p>\n

And if you’d like them to tell their friends<\/em> how fantastic you are (and maybe even write a blog post about you so that readers worldwide will hear about their great experience).<\/span><\/p>\n

And if you’re looking for a way to keep your customers loyal.<\/span><\/p>\n

Try Amazon’s method.<\/span><\/p>\n

Go OTT. Shock them with an unexpected result.<\/span><\/p>\n

\"Twenty<\/a>
It cost \u00a320 to work a miracle for the customer<\/figcaption><\/figure>\n

It cost Amazon twenty pounds.<\/span><\/p>\n

But they got the sale. They made a customer very happy. And that customer is now telling you about the experience.<\/span><\/p>\n

Money worth spending? <\/span><\/p>\n

All I know is it worked for Amazon and this particular customer.<\/span><\/p>\n

You’ll have to work it out for your own business.<\/span><\/p>\n

Have you had a similar experience of unexpectedly amazing customer service? Pop it into the comments box below and let’s collect some great ideas for treating customers fantastically well.<\/span><\/p>\n