Amazon didn't sell me the device; Tesco did. Would the Sale of Goods Act still apply? AFAICT, the retailer is only required to be involved within the first 12 months; after that it's the manufacturer you deal with.
To be fair, Amazon customer service doesn't have a bad reputation (the odd bizarre deliberate bricking of someone's Kindle aside). And I know plenty of people who've had Kindles fixed graciously. And they did give you what you wanted the first time you phoned them, even if they kept you on hold a couple of times.
Also, IANAL, but I believe the onus is on the customer to prove the device was used reasonably if you want to make a claim after the first six of those 24 months. And they only had to refund what you paid, not the cost of an at-least-as-good replacement. So they have done OK by you, modulo the need to prod.
This is my second "replacement" Kindle. My first one suffered an identical fault, but was only 10 months old. They promptly replaced it and paid for the postage for the return of the old one.
The issue this time is that they didn't have any Kindle Keyboard 3Gs left to replace it with, otherwise I'm sure they would have done.
So, day after I had them ring me about my faulty screen, I'm holding the new Paperwhite 3G :)
Well done. Superb negotiating skills :) I've always found Amazon customer service to be good but I've never pressed them on anything expensive (or have needed to thus far).
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To be fair, Amazon customer service doesn't have a bad reputation (the odd bizarre deliberate bricking of someone's Kindle aside). And I know plenty of people who've had Kindles fixed graciously. And they did give you what you wanted the first time you phoned them, even if they kept you on hold a couple of times.
Also, IANAL, but I believe the onus is on the customer to prove the device was used reasonably if you want to make a claim after the first six of those 24 months. And they only had to refund what you paid, not the cost of an at-least-as-good replacement. So they have done OK by you, modulo the need to prod.
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The issue this time is that they didn't have any Kindle Keyboard 3Gs left to replace it with, otherwise I'm sure they would have done.
So, day after I had them ring me about my faulty screen, I'm holding the new Paperwhite 3G :)
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Giggleswick? What a nice part of the world :)
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