Pay for a brand new Kindle that doesn't work, get a used one in return.
930777
In April of this year, after much research, we decided to purchase a brand new Kindle Fire HD 32 GB for about $250.00 plus tax etc...

I turn on the Kindle for the first time and it has a fine purple line going through the screen. I call Amazon and they quickly send us out a new one. Great.

I used it for about a month or two and started noticing a lot of issues. Websites and app's would hang and often would never load without a restart. App's would close by themselves, over and over and over. The screen would lock up completely and would not come back unless I did a hard restart.

I call Amazon again. They walk me through doing a factory reset on our device. It works for another month or so and once again, starts having the same issues as before.

I call Amazon yet again (6 calls and 1 hour before I actually get to talk to a tech advisor) and they start trying to walk me through doing another factory reset and I refuse. I am well within my warranty period (we also paid extra for a 2 year extended warranty) and I want a new device, as clearly, there is something wrong with this one. They agree to send me out a new Kindle - 2 day shipping even!! Whoo hoo!

I get the box yesterday and to my surprise, inside is a box that is clearly marked, "REFURBISHED". I call them today, as surely, there must be some mistake, right?? Nope! It is their policy to send out refurbished models to people who have paid for brand new models. I AM PISSED AND SO DISAPPOINTED.

I just thought I would share my wonderful experience with Amazon so that I might spare some other unsuspecting chump the misery.

Merry Christmas.
3066458
I love my Kindle and appreciate Kindle for replacing my defective Kindle 2, but they keep sending me REFURBISHED Kindle 2s and I am Having a
problem with the SECOND one they sent me.  Customer service is great and the Kindle Reps are great, but the policy of sending defective refurbished
Kindles is not right, especially if it happens twice. I paid extra $60 for an upgraded Kindle and was not told it was a refurbished Kindle until after it was
also defective. Be  aware that KINDLE sends refurbished replacements.
3981308
My kindle stopped working 1 month after the 1 year warranty expired.  After being put through the ringer with Amazon's terrible customer service my only replacement option was to purchase a refurbished kindle for $99.00 that only had a 90 day warranty.  Do not buy a kindle unless you want to have to replace it every year.  I am beyond disappointed in Amazon's Kindle and their customer service.  I will purchase an e-reader elsewhere.
178415
This does not work at all, how do i go about obtaining a replacement!
4893374
Rewrite

My final question was "Why do you allow misinformation to remain on customer discussions on your own site?"  Most people here will have read, if not experienced, the friendly offers of extended warranty "We are aware this is a common problem".  Silly buyers, we thought Amazon was fixing the problem.  Instead we were manipulated and lied to in order to keep up customer satisfaction numbers.  They simply stopped building them and keep selling refurbished.  Good business sense should tell them that they should fix the problem or stop selling a dropped line of units.

Before buying any Kindle product, check out the discussion group here on Amazon.  Notice how many of these are breaking at 13 months - for the same problems - over and over. Perhaps they'll give you a refurbished replacement, maybe they'll ask you to pay $80 - $130 towards a REFURBISHED replacement, maybe they'll just offer you a small cheap one or $40 store credit.  I bet first they'll send you to the 'Fix-it' pages so you can waste time trying to fix one of the common, known problems with frozen screens.  Then when you call back - oops. Fourth Kindle you're trying to replace (didn't drop it - they can permanently screen freeze if not kept charged - sitting in on a shelf) it's now 29 days out of warranty.  Even though it is common practice for them to replace units with the same problem 3 months after they are out of warranty.

Then they lie to you.  Screen was frozen on the "tree" after I recharged a unit that had sat in my bookcase for awhile.  (I have two Keyboards because I have physical handicap that makes touch screen nearly useless and want to be sure I have a working one all the time. I too have had to return faulty units and didn't want to go through that again.) After calling Amazon, searching the posts here, searching posts elsewhere... I did the short reset, the long hold reset, the tediously long reset.  I recharged off the wall outlet - changed wall outlets - charged off the computer - tried a different cord.  Let it sit 'till the battery ran out... tried it all over again.  Finally gave up and was going to be SURE I got a replacement this time. Well guess what? 29 days out of warranty.  "We cannot offer a replacement.  We no longer offer that model. We don't sell that model. They stopped making the Keyboard."  The whole time I'm sitting there looking at the Amazon page - sold by Amazon - Keyboard with 3g.  "We can send you a Kindle basic unit without a Keyboard." So I asked to be escalated to the manager.  "I can offer you $40 credit" on a take it or leave it basis.  I really need the keyboard as, due to a palsy, touch screens aren't very useful.  I feel as if I was strung along by Amazon personnel into thinking this was a common problem that, with persistence, I could fix.  Then I was given out right FALSE information when the representative told me Amazon no longer offered, manufactured or sold the Keyboard Kindle.  When I asked to speak to a manager (they have the recordings, they know I was polite and professional) the offer of a lower priced model that does not fulfill my needs was turned into a cheaper store credit for $40.  I really feel ripped off.

========== my original review
I decided to buy a second Kindle, especially as it looks like they may be trying to phase out the Keyboard. I have a slight palsy and the touch screens don't work very well for me.  My only disappointment with the refurb is that they left out the power converter. It's a little thing, but hey.. they've got them right there - could'a thrown one in.  I know they're $10, but think of all the ebooks they will potentially be selling to me.
28695
I was disappointed that my other kindle died after 2 tears. Reluctantly I bought another one because all my purchased stuff was on it. There is no technical support to check or repair a faulty device. This is something Mr. Bezos should look at. I am losing faith in Amazon reliability. New one is completely different and more difficult to use. If this one does not last then that's it for Amazon.
668353
The only thing missing is a camera. Which would of been nice to have. Could you tell me where I could get my old Kindle fixed?
4636453
I paid for a new book and got a used one. It wouldn't be a problem but it is highlighted like crazy and written in...VERY FRUSTRATING... If I had paid for a used one, obviously it would not be an issue.
577448
Well -- I arrived home from work today and found my Kindle had been delivered.  Took it out of the box, read the user guide and then plugged it in to start working with it.  Unfortunately, it never powered on. Completely dead.  So I called customer service and they told me I had to call a different toll-free number for Kindle support (866-321-8851) but that they were available 24x7.  I called the number and was told that they were only available during the hours of 6a-10p Pacific (and it was 10:05p).  So much for a positive experience with this device.  I tried resetting the device and re-seating/re-connecting the battery.  Nothing.
4679644
I have had 2 Kindle Touches, I like them though I think the NOOK is easier to read for some reason.  However they seem to be unreliable.
As I said I have had 2, both have frozen.  Unable to turn off, unable to get to a menu, unable to reboot.

The first time it went out they told me to charge it, I said I did via the computer as it does not come with a plug, only the usb cable.  That wasn't good enough and they would not replace or repair the item until I purchased a plug and used that to try and charge it.  I refused, how silly, if that is required to trouble shoot they should have included it.

They did ultimately replace the device with another one that was an obvious refurbished item, the edges were not completely sealed as my new one was, but it worked, for 69 days....

Today I read some this morning, set it down and when I picked it up to read later in the day it was on the screen saver page and I couldn't get to the menu and I couldn't turn it off.  I contacted support via the online chat, the offered to replace it immediately with out trouble shooting, however they required a credit card to ship the replacement since I was going to have 2 devices, a broken unusable one and the new I'm sure refurbished item.  I refused, I have never had to do this on a broken item, never and I refuse to start now.

So I kindly rejected that idea, told them I would take a hammer to the device in the morning and then go buy a NOOK (which I had previously but I wanted to take advantage of the free books using my Prime Account and you can only do that with a device).

Don't by a Kindle, waste of money and time.  Unreliable, locks up for no reason.  NOOK here I come back to you.
1716044
DO NOT BUY A KINDLE! Their customer service is a helpless call center in India, they lie, barely speak English and have no authority to help you. My amazon account got hacked; hackers changed my email associated with my account and kindle. Amazon now refuses to transfer my bought books to my new amazon account. They were very helpful to to protect themselves from fraud when I reported it. Afterwards, no help with my kindle whatsoever. I have called their call center 10 times, spent hours. My kindle is now a paperweight. Go elsewhere!
981539
I have wanted this item for well over a year and have put it off because of the price. I finally received it as a gift yesterday. As soon as I charged it and attempted to actually use it, the 5-way controller doesn't work - it won't go to the right. This renders the entire unit worthless. I can't even select ok to register it. After having waited over a year for this and to receive a defective unit, I am extremely disappointed. I would love to have the person who gave it to me exchange it but I'm not sure I really want to wait for the entire exchange process because I am so disappointed.

Update:  I have been using the replacement for quite a while now and can't imagine life without my Kindle.  I haven't had any problems with the replacement unit. I love the fact that I can download samples of just about any book to try before I buy.  I also like that Amazon usually has a good amount of free books to download as well.  I am, however, disappointed that the prices run about the same as that of a paperback book.  It doesn't seem fair as there is little to no overhead in distributing an electronic version of a book.  I'm hoping that with enough complaints Amazon will reconsider their pricing on downloadable media.  Another great feature is the ability to download books anywhere.  The best thing of all is that the older Kindle versions (I have a Kindle 2) received the update with new features.  I wasn't sure if they were updates that only those with the latest version would be able to enjoy.  I am very happy that all Kindle owners received the new features.

I have a coworker that I convinced to buy the Kindle and hers broke after four months.  She didn't buy an extended warranty and when she filed a claim for warranty repair or replacement they told her that there were no longer new units available in the United States so they sent her a refurbished one.  This unit works well but is obviously used as they keys and 5-way controller are very worn.

Again, I love my Kindle very much and consider it to be one of the best gifts I've ever received.

UPDATE:  Since a few imbecils below seem to have totally misread the post above (takes one idiot for the other lemmings to follow, obviously) I will clarify.  I was impatient to wait for a replacement unit after having wanted one for so long.  OBVIOUSLY (for those that can't read proper English) I had to, and did, contact support and received a replacment.  The review wasn't negative, it was accurate.  The item did arrive defective and the situation had been resolved.  Get a life people.
337780
I  have had trouble with my Kindle from day 1.  I have had to reset it constantly.  Yesterday I tried, could not get it to come on, waited until today and it will not come on.  I tried the 40 second several times today but have not had any response.  The screen lights up, then goes off.  I feel that it fails terrible and am completely dissatisfied. Please let me know what course I should take.  It cost so much,  can not afford to buy another. Please advise as to what action I should take.
2286921
I really liked my amazon kindle - we bought it soon after it first came out
unfortunately it has now stopped working and amazon only offers 1 year warranty.
so all the money i was supposed to save by having paying 360 usd upfront -> gone!! now I have to rebuy a new kindle for my content for 260 usd!?
this nice experience is turning into a nightmare. at least with books you know they will never stop opening!
554097
I took perfect care of mine and it just froze up today. They won't replace it and they won't refund my money for the last 3 books I bought and haven't read. Customer service is farmed out to parrots in another country who just say, "I understand" and do not help you. BUY AN IPAD BECAUSE APPLE STANDS BY ITS PRODUCTS, EVEN PAST WARRANTY (I have many great stories about THEM). DO NOT WASTE YOUR MONEY ON A KINDLE!!!
3953621
The refurbished kindle works as great as a new one. And if just in case it does not Amazon will make it right.  I love buying stuff from Amazon. I have not been disappointed yet.
4101262
The first Kindle I received mid-July was defective. The Mayday option did not work. Received another 2 weeks ago approx. This kindle will now not turn on. Was told by amazon customer service will not allow return because over the 30 day return policy. They are going by the date I received their first defective kindle; even though the 2nd defective kindle hdx was received July 30th. Terrible customer service amazon. Shame on you.