Amazon drops $200 replacement fee for cracked Kindle screens
By Laura June 
posted Jul 16th 2009 10:06PM
posted Jul 16th 2009 10:06PM
In a little bit of about face, Amazon's nixed its hefty $200 charge to replace cracked Kindle screens, and now says it will do so for free. The change comes on the heels of a lawsuit filed by a Kindle owner, who claims that the cover designed for the Kindle by Amazon caused a crack in the screen where it attaches to the device. Amazon's story had been that cracked screens weren't covered under the warranty, and while the company wouldn't comment on the lawsuit, which is still active, the company issued a statement saying that anyone "who has an issue with the cover attachment mechanism to return the cover and device for a free replacement so we can investigate further." The original plaintiff is asking that a federal court in Seattle make the case a class-action lawsuit, and his lawyers have said that they will still go forward with the complaint even though Amazon is dropping the fee. So what about you -- have you cracked up your Kindle screen?
My Kindle works fine. Why does Amazon have to pay for other people's stupidity? The cover isn't a hard shell guarantee of invincibility.
If you read the post it said he was suing because the cover itself caused the screen to be cracked.
Fail.
From the article it seems that the way in which the cover itself attaches to the kindle can cause a crack in the screen, not that the cover did an inadequate job of protecting.
I'm aware of what the article says. I'm also aware that I own a Kindle and you apparently do not, because if you did, you'd know the cover can't possibly cause the screen to crack. Just because someone is suing for something doesn't mean it's real.
@Rocky,
Suing doesn't imply reality, you're right.
But to me, after the lawsuit, the fact that they decided to drop the fees shows the reality of the complaint.
I'm not sure about that... it seems more likely to me that they're doing it for PR reasons more than it being a legit concern. This is the first I've heard of it ever happening, without more data it's hard to say what's really going on. If they say they'll fix it for free if your cover breaks it and only .001% of people's screens break, it's really not going to break the bank.... see what I mean? It's like warranties on cars. They expect people not to have to use it... more of peace of mind.
＠Rocky,
I see your point and you might be right. But it's like if your car company asked you money to repair something and after you complained, suddenly they'd make it free, I would find that fishy.
But then, as you said, without more data, we cannot be 100% sure.
I'm not sure about the district where the case was filed but in a few districts, the fact that Amazon changed their policy removes the basis for the suit. Unless he's going for pain and suffering (not likely in a defective product complaint) the case will probably be dismissed.
This is hardly an isolated problem. If you browse the 1-star and 2-star reviews of the case, you will read about a LOT of people with cracked kindle faceplates and screens as a result of the Amazon case.
They're liable due to a faulty design, but they've basically backed down. They should pay the man's legal costs up until this point and case closed.
The sad reality of it is that the plaintiff will probably bring up ridiculous charges in attempt to suck as much money out of Amazon as he/she can.
If someone seriously paid $200 to have it replaced, they should get a refund too...
Yep. Managed to step on the thing. Luckily I had the extended warranty so i got a new one for free the next day.
Heh if I dropped $500 on a overpriced piece of tech like that I would definitely be protecting that thing with my life, and then if some crap like the cover cracked my screen I would be pissed as hell if Amazon didn't replace it for free.
Well I did slam my PSP in a car door on accident, but I fixed it myself for
wtf not placing the rest of my comment..
w/e
"less than $50"
Now can they just drop the damn price on the Kindle DX so I can afford to buy one! Kindle 2 not having PDF support and Kindle DX being so damn expensive means NO SALE!
" and his lawyers have said that they will still go forward with the complaint even though Amazon is dropping the fee."
They see me trollin'...
They should drop the suit if Amazon is willing to fix for free. Sick of all the sue happy people.
Consumer protection by lawsuit means lots of lawsuits. Every complaint is a new case. Don't like it.. Change the system.
Consumer protection by regulation means small claims court cases only if the company goes out of it's way to deny responsibility. Maximum win.. cost of the device plus court fees.
Personally I'd choose the latter.
still a lot of money for an EBOOK.
it's an e-book with a lifetime service of Sprint-supplied EVDO data that allows you to receive over-the-air books, shop for new books on the go, and do basic web browsing for free forever. That's the majority of the cost, I'd guess. Many people (including me) think that it's a small premium to pay for never having to plug this thing into a computer.
As far as the screen goes, replacing it for free is a no-brainer, since this is a constant revenue stream for Amazon. If you can't see the books, you won't buy them!
...this is a great example of how tort law is a much more effective way of making sure corporations are responsive to customer desires than are regulations. (you really can't be in favor of tort reform AND increased regulation) /soapybox
you might think it's frivolous, but it certainly does make corporations responsive to consumer complaints.
Kindles suck. Who cares about kindles!?
Thumb tacks are a more exciting piece of technology.
at least they're not going the apple route and calling it a "feature."
Can Spam !
The ONLY way the cheap cover (the more expensive cover uses elastic corners to gently snug the kindle against the back) could damage the kindle is if someone vigorously attempted to open the back side of the cover. Prying the back cover away from the back of the kindle past the point of about 30 to 40 degrees puts pressure on the tabs that insert into the kindle casing. I'm assuming the damage shown was a result of doing this repeatedly and violently... and perhaps you could argue that the cover should be proof against this.... or perhaps you could argue that only a complete numbskull would force the back of the cover open to stare at the featureless backside of their kindle.
In any case, with a free replacement I just can't see how a court could take this case seriously. By pressing on and trying to form a class (what class would this be: "People who insist on opening their Kindle's backwards?") he and his lawyer are demonstrating their primary aim of turning Amazon into a personal cash cow. Lurid stories to the contrary aside, most suits like that do not fare well in the courts (it's those rare exceptions that make the news and chain letters).
plain and simple, they were getting a lot of bad press over this. Sites such as Engadget reporting on this and then it was even included in one of CNET daily video reports. When your most likely customer are the tech nuts that browse sites such as these. The kindle isnt exactly flying off the shelves either, Then your gonna want to keep your current and potential customer happy. Frivilous and exhorbitant fees are not the way to go in keeping the consumer happy. Its good to see that some companies get this fact though and are willing to change their stance on it to better position themselves in the current market, unlike some stubbornly(aka stupid) companies.. *cough* SONY *cough*
Rocky is absolutely wrong. I own a kindle and an official amazon case, like the one in the lawsuit. I used it properly and never dropped it. However, the metal hinge mechanism causes slight stress on the plastic faceplate, eventually creating hairline cracks on the faceplate that widen into gaping cracks, and can ultimately cause the screen itself to break. Amazon told me this when I called them pre-lawsuit for a replacement, but they refused to acknowlege that such cracks could happen during normal, proper use.
This is not a case of an irresponsible owner suing for damage caused by his own stupidity. This is a case about a defectively designed product causing damage to the very product it was designed to protect.
If anyone has the official kindle case still, get rid of it before it's too late.
Are you talking about the original or the new Kindle?
I have that case on my DX, and gee...if I pay attention and don't try to open it from the back, it doesn't stress the hinge/case at all...I love how our extreme tort system overprotects idiots.
Haha, Carl, good luck with your case. I personally wouldn't want to gamble my $500 product on a defectively designed case, but I'm glad you've so thoroughly drunk the Amazon kool-aid. Enjoy.
It's a Kindle 2.
...overall, I think the case is a wonderful design...I like the way the magnets keep it securely closed...I like the "fancy" mechanism for attaching the Kindle DX...I do see what people are talking about -- lifting the Kindle away from the right hand case cover does cause visible separation at the attachment site...on the other hand, it seems quite obvious from using it that the Kindle is SUPPOSED to stay against the right cover...nevertheless, it is a design flaw and I'm glad Amazon is accepting responsibility...it shouldn't be a difficult problem to solve...
"Prying the back cover away from the back of the kindle past the point of about 30 to 40 degrees puts pressure on the tabs that insert into the kindle casing."
Exactly, this is what is the cause of the problem. Because the front and back covers are almost identical (except a small Amazon logo on the front), when you pick up the Kindle and trying to open it, there is a 50% chance you will open from the back cover. I have done that a few time, and felt the pressure on the Kindle's case and immediately stopped putting more pressure on the hinges.
The back cover should either:
1) completely attached to the back side of the kindle, so you can NOT flip open from the back cover.
2) redesign the hinges so you can open the back cover freely without exerting any pressure on Kindle's case.
For now, the best solution is to put a piece velcro on the inside of the back cover to attach it to the back of the Kindle.