Frozen Amazon Kindle screens – reading between the lines
Kindle ebook readers are incredibly popular and regularly do well in Which? lab tests, but some users have reported reliability problems. Frozen screens are most common – has your Kindle’s screen broken?
The new Amazon Kindle Paperwhite goes on sale tomorrow, and unless you’ve pre-ordered, you’ll be lucky to get your hands on one before the end of November. And it’s not just the new model that’s proving popular – last Christmas more than 1.3m ebook readers were bought as presents, 92% of which were Kindles.
Aside from this week’s gaff where Amazon wiped ebooks from a Norwegian woman’s Kindle, it’s easy to understand why they’re so popular. You can carry thousands of books on a device that weighs little more than a mobile phone, and all instantly downloaded from Amazon’s store.
‘All is not well in the land of Kindle’
Kindles also do very well in our lab tests, but a number of owners have told us that their devices haven’t been as reliable as they’d expect. Willispi228’s user review features one of the most common complaints – a frozen screen:
‘After first being very impressed and delighted, I have now to report that all is not well in the land of Kindle. My Kindle screen developed a problem all on its own – switched it off one night and when I picked it up the next day, the screen had partially frozen.’
Amazon provides a 12 month manufacturer’s warranty and will replace or repair faulty Kindles during this period. However, some owners told us that their problems began shortly after their warranties had run out. Although Amazon usually agrees to replace these faulty devices, owners have typically had to pay £40-50 for a refurbished model. And these ‘new’ devices only come with a three month warranty. David Bradshaw’s Kindle user review picks up on this:
‘I am now on my third one of these. On the first one, the screen failed within the warranty period and it was replaced for free. The second one failed outside the warranty, and I was charged a “special fee” of £50 for the replacement.’
What about the Sale of Goods Act?
So, although these Kindles are outside of their warranty period, can’t you just rely on the Sale of Goods Act (SOGA)?
In April this year our Computing team investigated the case of Anne. Her son’s Kindle had failed just three weeks after the warranty had expired. Since you’d expect an e-reader to last more than 13 months, we suggested Anne made a claim to the retailer (in this case the retailer was Amazon itself) under SOGA, which should entitle her to a repair at no extra cost.
Instead, Amazon offered Anne a replacement Kindle, but asked for £40 to cover the use her son had had out of the old one. Amazon is entitled to do this.
We’re investigating these alleged reliability issues and have conducted a major survey of over 1,200 Kindle owners to find out how widespread this problem might be – we’ll report our findings in the coming weeks. In the meantime, if you have experienced any problems with your Kindle please share your stories below, including how Amazon dealt with your complaint.
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Neil Gibson
12months and 3 weeks after purchase of Kindle 3G Wifi – missing / ripped screen issue and all efforts to reboot / reset have failed. Just a note to add to the statistics. Contacting Amazon to pursue recompense – will update comments on progress in due course.
KATRINA MACLEAN
The Amazon warranty is a con. As reported already, my first Kindle let me down inside 2 months, its replacement let me down inside 2 months. Amazon didn’t exactly go out of their way to help me. The choice I had was a third Kindle or money back less 20%, despite my protests I accepted the 2nd option. Got the impression that they couldn’t give a toss and still do. I think both Kindles were damaged when I walked through the radar scanner at Edinburgh airport as when I arrived at my destinations the Kindle screens were completely gubbed.Books I ordered and wanted to read are somewhere in cyberspace. Still angry about my loss and Amazon’s pathetic response to my dilemma.
Alan Thorne
Since October 2010 we have had seven Kindles. Six of the seven have died of frozen screen and the latest one died today. It just freezes and keeps rebooting it’s self but won’t respond to the keys.
Another call to Amazon then.
So far all have been replace under warranty although it took quit a bit of discussion to have one which lasted 15 months replaced, Alan.
Joanne Davis
I bought a kindle 2 years ago. The screen recentl froze, a little like etch-a-sketch. Amazon saud they can offer me a 30% reduction on a second kindle
Alan Maxwell
My Kindle has just developed lines across the screen. I returned it to Currys PCWorld who told me I must have damaged it therefore no replacement. 5 months surely not a mark on it? I generally believe Currys should replace it. Any suggestions.
Mike Gregory
I bought myself a 3G kindle with a leather case just under £200 when purchased in March 2011.
In July 2012 I took it on holiday and found the bottom half of the screen had gone black. I always carried it myself and it was never abused in fact it was used only on holiday. So it lasted 16 months. On my return I contacted Amazon and was told they can’t be repaired buy a new one.
We can offer you so much off these various kindles.
I have to say I was quite annoyed at Amazons attitude and declined their generous offer. I left
a negative note on their site for kindles but I really don’t think they look at them.
I have used amazon for years and have always been very satisfied, but this time they feel well short of any customer care.
MIke Gregory
Anna86
This is really annoying me now! So many people seem to be giving up and accepting it when amazon say nothing can be done, or not fighting back against the minimal discounts they are offering on replacements. I’m sorry if I am annoying others, as I know I have written a few times before, but if you read the comments which have been left on here, you will see that it is possible to get a replacement kindle. I did after originally accepting amazons excuses. Try mentioning this group for a start! I get updates every time someone writes on this wall, and it would be so nice to hear that people are fighting back!!
Nigel Brown
I had a kindle 3g keyboard reader bought for me at xmas 2011/12. I’ve been very happy with it till approx 13 months after purchase it started rebooting then freezing and jumping back to the lastn page I’d been reading then froze. I was in Thailand at the time and eventually after contacting amazon was told no help was available while I was there. They arranged for a replacement but it had to be delivered to my home address to be picked up 2 months later when I got home. On arriving and setting my replacement up I found I couldnt connect to the internet through wireless..
After 5 days and several contacts Ive been told that first the Isle of Man doesnt get vodaphone so I cannot connect. Ive proved to them we have 3G through vodaphone and now they say the new kindle doesnt allow 3G in the Isle of Man MMmm my old one was fine!! I’m still waiting and not happy!!
Bobby Bacardi
I had the exact same problem with my Kindle Keyboard 3g. Same symptoms, the “replacement” units have all developed “screen freeze” withing the replacement waranty period. Five replacements later I’ve moved on to the Nook. I hope this brand works better.
Nigel Brown
another issue that know one seems to have mentioned is that lots of people have mentioned the cost etc of there kindle . But its not just that is it…The real cost is the books paid for and downloaded as without a reliable reader there not accessable….The cost of this commitment should be taken into account in my opinion…The bottom line is they should last a lot longer than 1 year and it a worry how many are failing around the end of guarantee time.
A Ross
My Kindle failed at 1 year and 3 weeks although it started being troublesome at 11 months. I took it back to John Lewis and after some unpleasant discussion, their Head Office replaced it with the newer Touch version. Amazon did not want to know.
I usually buy at John Lewis for this very reason and I was disappointed by their initial response which was that I had abused it despite it being pristine.
Kindle seems to have a relatively high failure rate.
Nicola Morgan
My kindle froze at 15 months and Amazon have advised nothing can be done but I can get a replacement Touch one for a reduced price of £67.99 plus delivery. I cannot beliieve they consider this is acceptable to just write off the fact that the kindle I had only had a shelf life of 15 months. I’m going to persevere further as I haven’t the money to just buy a new one, besides which this is unacceptable!
Ruby
Mine failed today with the same partially frozen screen, I was also offered a replacement at cost to myself as mine was 18months old. I asked them to ring me which they did and I did not back down, you don’t expect to pay £152 for it to fail within 2years it’s ridiculous. My moaning succeeded and my brand new replacement is on its way which I’m going to sell immediately and replace with one of the other kindles!
winomaster
The problem I see is this: Amazon has the Kindle made in China. What I know with a certainty is that all Chinese products are substandard. So, Amazon pumps their profits by reducing the cost of the Kindle, but it is their customers that must bear the cost of the unreliability. If Amazon really cared about its customers experience with the Kindle, the devices would be sourced from Japan.
I have just had my Klindle lock up on me. If I have to buy another device after barely a year of ownership I am going to reconsider this relationship. I buy a lot of books. I can’t be having my book collection held hostage to an unreliable device.
wavechange
What a ridiculous statement. Have a look at what you regard as a quality product, and the chances are that it is made in China.
wavechange
winomaster – Sorry, that was meant to be a disagreement with your views rather than a personal criticism.
Japanese companies have outsourced production of their products to China and other countries where labour is cheaper. If you could buy a Japanese-made e-reader it would probably cost a lot more than the Kindle.
I agree about the Kindle. It is obviously not durable enough for normal use, though some have no problems. If you take advantage of a discounted price replacement, Amazon are probably still making a profit, because it is made cheaply in China.
winomaster
“Have a look at what you regard as a quality product, and the chances are that it is made in China.”
The bigger Japanese companies seem to be able to manage the Chinese production, especially by making the parts in Japan. So, sometimes quality is possible. Apple, I’m sure makes a major effort to maintain quality. But Amazon is not an electronics company and so they are going to have a hard time managing quality themselves. They would have done better buying the devices from Sony, even if Sony was going to have them assembled in China.
I’m hearing that the cost savings of production is not large in relationship to the price. But the savings is large in relationship to a companies profit margin. So if Amazon can save 10% by China-sourcing, their profit margin may double. Myself, I’d rather pay ten percent more and get the extra quality. I have read that in another 5-10 years the cost of China production will have risen enough that many products will be returing to US and Japanese production. The Chinese are not going to continue to work forever for such low wages.
wavechange
winomaster
I fully agree that it is quality control that matters. Apple is a good example of a company that takes this very seriously, but even they have had problems, especially when the company was struggling.
Few companies manage to produce consistently good products. As I write, I’m looking at two Panasonic products – one excellent and another that is in my opinion very poor. Look through the Which? reports and it is not uncommon to see big differences in ratings for products from the same manufacturer.
I have taken apart a lot of electronic equipment and have a strange fascination with design faults and reasons for failure. This has become a lot harder because most modern items are designed for ease of assembly, without any thought of ease of repair. I have seen some very poor examples of Japanese-made consumer products, often made by companies that produce superb laboratory and industrial products. In most cases the problem seems to be trying to make things too cheaply. Hi-Fi separates are perhaps the best example of a domestic product where quality takes precedence over price, so irrespective of where they are made we get good products that will last for decades.
Apart from preferring to buy UK or EU products if available, I don’t care much about where products are designed or assembled, or where the parts come from as long as the product is satisfactory and durable.
The answer must be to push for extended parts & labour warranties. If Amazon was responsible for repairing faulty Kindles for five years, they would re-design the Kindle so that it was much more durable. Obviously the cost would rise but overall the consumer would benefit.
winomaster
“If Amazon was responsible for repairing faulty Kindles for five years, they would re-design the Kindle so that it was much more durable. Obviously the cost would rise but overall the consumer would benefit.”
I agree. This reminds me of how reliable phones were when they were all owned by the phone company. Phones would never break back then. Yet I doubt the extra cost to manufacture was all that great. But when people began to own there own phones there was a rash of unreliability for a few years until the makers learned how to make them both very cheap and somewhat reliable.
I have bought small brands like Hitachi and Sharp and been disappointed. So these days I stick with products from the bigest companies like Panasonic. I have had a good experience, with Panasonic. I had a very durable cassete deck from TEAC years ago. Sony products have impressed me less than expected. I had a circuit fry in a Sony TV when a static electricity spark jumped from my finger to the off button. The 32 inch Panasonic TV I own currently, has given me 20 years of hard use without a glitch My next one will be a Panasonic too.
I read once that the number one cause of home fires in the old Soviet Union was their TV’s. Competition in the west gives us better products.
boocatbutterbee
You are right. The Kindle shouldn’t be made in China. Their products are all substandard.
wavechange
Absolute nonsense.
Have a look at the products you regard as good quality and you may find they are made in China.
Good companies can produce consistently good products wherever they are made. Obviously there is a lot of scope for improvement with the Kindle.
jayprime
As a long time user of an eReader OTHER than a Kindle I feel very sorry for those Kindle users who are experiencing problems. Having got used to using an eReader it can be problematic going back to physical books, even if only from the point of their bulk and weight when going on holiday.
However, you CAN read Kindle books on some other makes of eReader.
In fact Amazon help you do this since you can download a free App to convert Kindle text into a form readable by other eReaders.
Personally I am still very happy with the original Sony PRS-505 which I was given for Christmas 2008!
I read a mix of books, and Formats, from Word documents, .pdf documents, Kindle books, ePub books, and so on.
Since it handles SD cards I can even use it to play (via headphones) music whilst I read although that does hit the battery charge quite heavily.
Now, when I go on holiday I take hundreds of books on one, or more, SD Card and hundreds of music tracks on a separate SD card.
A Ross
The issue is quality and how the company deals with failures. It does not matter where the Kindle is made as long as it is reliable and Amazon replace those that fail on a timely basis.
Alan Thorne
Wavechange has hit the nail on the head.
I have had one of our failed Kindle keyboards apart and fitted a new screen. I posted about it here some time ago.
The problem is that the front of this Kindle is very flimsy indeed and the back clips onto it. While the back is quite rigid it does not offer a lot of stiffness to the product as a whole because the locating lugs can give allowing the front to flex. You will be able to flex a Kindle keyboard very easily but please don’t try it. In addition the front of the screen seems to be a very thin sheet of glass and there you have it any small contact or slight flexing may break it. Keeping in in a pocket or a bag where it might be subjected to bending, even very slight bending may well break it.
The quality of those components is poor. It’s hard not to assume the rest aren’t similarly poor. Alan.
Claudia
The screen of my first Kindle froze within the warranty period. Amazon replaced it with a new Kindle free of charge. The screen on this second Kindle now also has frozen. A coincidence or do they have a limited lifespan. I am now wondering whether to buy another throwaway Kindle (since they last less than a year), or to give up and buy something else.
Lesley
My kindle was 15 months old when it developed a fault. Half of the screen froze whilst the top half continued to load normally. Contacted Kindle who offered me a discounted kindle touch with a miserable 20% discount or refurbished models at a discounted price. Really believe Amazon need to up their game here, always happy with Amazon but this has definitely changed my view of the company.
wavechange
As long as Amazon can provide a discount and still make a profit, they will be happy. Never mind the customer.
We need to push for longer warranties to force manufacturers to make their products more durable.
wev
wavechange, what’s your email addy? Want to email you about something
wavechange
Sorry but we are not allowed to publish email addresses, Wev.
wev
Can you register on the Digital Spy forum with your current username?
I’ll pm you there.
Doreen Chippington
My Kindle froze when on holiday after I had had it for 8 months. It recovered after several attempts to recharge it when we returned home. Again, when we were on holiday this year – having now had my Kindle for 18 months- it froze and after many attempts it will not revive.
Amazon continually email me with countless offers, but when I need help do not come through !!
I tried a number on the Kindle Support website but on speaking to someone was directed to an 0900 number ( at a charge of £1.53m a minute) I expressed displeasure at this cost and I was rudely told ” you don’t expect people to work for nothing do you?” and they then rang off.
I firmly believe that a Kindle should reasonably be expected to last more than 18 moths and should be repaired or replaced under SOGA.
I really like my Kindle, but feel very strongly that a company as large and powerful as Amazon should take more responsibility for the shortcomings of it’s products
Judith Warren
Original kindle purchased November 2011. Screen became faulty and after some correspondence Amazon replaced it free of charge on 7 May 2012 with a new machine.
This machine has now “frozen” and problem cannot be resolved by re-setting. Amazon tell me today (15 April 2013) that this replacement machine is not within the 12-month warranty, because Amazon’s warranty is applicable from the original purchase date. Surely if they supplied me with a new machine in May 2012, this new Kindle must be covered for one year from its supply date?
I asked to speak to a Supervisor/Manager; quoted both Which comments and media coverage by The Times newspaper, but he kept repeating “out of warranty as oriignal purchase was Nov 2011″
Cat
Totally disgusted with Amazon customer ‘Service’. Son’s Kindle purchased Dec 2011, 3G with keyboard, with leather cover with light attachment, screen failed April 2013. Screen has lines now making the screen 3/4 unreadable. Spoke to customer services who offered me a slight reduction on a new Kindle, despite known problem with jacket jacks for light on cover, causing screen problems. Feel disgusted that despite the Kindle and Kindle cover being branded Amazon products bought through their website with full traceability, they are not prepared to either admit to known product weaknesses or stand by their product after only 16 moths of use. Think it’s a case of reading all product reviews prior to purchase. I have not taken up Amazon’s kind offer to purchase another Kindle, and in fact will not be purchasing through Amazon again.
Judith
At least Amazon offered you the option to purchase another Kindle. I received no offer, even though first Kindle only lasted 5 months and the free replacement failed after 11 months. Amazon Customer Services script – strictly adhered to by all staff – says “sorry, out of warranty, as guarantee is for 12 months from date of original purchase” I am now following up by approaching the email address they gave me, which is kindle-resolution-uk@amazon.co.uk – NOTE the interesting address which implies they have a department dedicted to resolving Kindle problems!
Mahmoud
Just received my 3rd Kindle after screen froze and the reader became unresponsive on the previous 2, all within 12 months! Having lost all confidence in the device I asked If could buy another model and pay the difference but Amazon refused and wanted to charge me something in the region on £90 when in fact the advertised difference is £20.
I’m disgusted that Amazon know full well the kindle 3g keyboard is an unreliable device and still continue to sell it without acknowledging the issue or making good. Although they’ve replaced my reader twice without much of a fuss I still don’t think they’re playing fair by pumping out more devices that they jolly well know aren’t truly fit for the purpose.
honestyblaise
Mine lasted 18 months and today has lines halfway down the screen. Called Amazon and was given the same offers as others lower priced refurbished but with a 12 month warranty.
Given that there seems to be a high ratio of these failing the only way to make them correct the issue is if people abandon the product. So off to look at alternative ereaders. Se la vie
Mildmanneredchap
My third Kindle failed this morning. Original purchased August 2011. All have failed with frozen “jagged line” effects on screens. Won’t reboot. Was most impressed with speed of replacements of first two. Different story today when third went. Customer service said I would have to buy a new one at a small discount because warranty runs one year from original date of purchase. I said, politely, that if any other company’s products were so unreliable they would go out of business fast. After I said this the rep said there might, after all, be something he could do. Because it was less than TWO years after the original purchase they would “consider” a free replacement and let me know in a day or two. So fingers crossed. But even if they do issue replacement number three I know on past experience that it won’t last. So what then? Some other people above have made the point that one’s money is not just wasted on the unreliable hardware but on all the books one has bought and that are not retrievable on other devices. Someone else suggested that Amazon can deliver to non-Kindle devices. Is this true? Is there any way of transferring one’s books to another, non-Kindle device? Would be most interested to know how.
jayprime
@mildmanneredchap – I have a Sony eReader.
I downloaded a free App from the Amazon.co.uk website which allows me to read Kindle books on my Sony (which so far has lasted since Christmas 2009, without serious problems) so yes, you definitely can download Kindle books to other devices.
If necessary you can download the Calibre program which allows you to convert one Format into one which your Ereader will accept.
In addition to various book Formats I also read Word and .pdf documents on my Sony, but I believe you may well be able to do the same with the Nook and Kobo – check before buying.
Mildmanneredchap
Thanks very much! Will give it a go. MMC
Mildmanneredchap
@jayprime Very many thanks. Will give it a try. MMC
Judith
Don’t hold your breath waiting for their response. 1st Kindle failed after 5 months. Free replacement failed after 11 months. All I was told was “sorry, out of guarantee, which dates from original purchase”. Despite numerous phone call and emails, all I ever got was the same (pre-recorded!) message. When I took it higher up in Amazon – to Kindle Resolution UK – despite repeated claims for full refund or replacement, following advice from Citizens Advice Bureau, The Times newspaper etc, and mentioning Sale of Goods Act and or Small Claims Court, the best offer they made was for £30 to buy another Kindle product. Fed up with the hassle, I finally accepted this offer on the condition it was for any purchase at Amazon and not limited to Kindle, as I had no intention of purchasing another. On same day, I saw newspaper ads with limited offer to buy a Nook for £29 which I did. Currys/PC World also sold me an unconditional replacement for 3 years for £10 (which I thought a good deal if Nook reliability was no better than Kindle). I have also discovered local library lends out ebooks for Nook (but not Kindles).
Regards reading what was on your Kindle, if you download the free apps to both your PC and a mobile phone, you can access all the books that were on your Kindle. Hope all this info helps!
Mildmanneredchap
@Judith. This is clearly a common experience, isn’t it? Amazon have in fact just now said my third replacement is on its way, with no charge. But of course that will almost certainly fail within a few months. It’s a great pity, because I actually love using the Kindle. But as a piece of hardware it’s rubbish! Won’t ever buy another. I’m less bovvered now, however, having learned that one’s Kindle library can be transferred to other readers, including iPad.
Mildmanneredchap
After posting the above I received an “I hope I solved your problem” email from Amazon signed “warmest regards, Joe”. The touchy-feeliness only slightly lessened by the PS telling me I can’t reply. But the last line — ” Your feedback is helping us build Earth’s Most Customer-Centric Company” — is the funniest thing I think I will read today!
Deb
I’ve had my Kindle for about 18 months, and the screen partially froze today (after treating it well, etc).
I used the Amazon chat support for Kindle, fully expecting to have to buy a “discounted” refurbished Kindle at best – instead they’re sending me a new Kindle, free of charge (with a request that I send back my old one in a pre-paid envelope).
Hopefully their responses are improving, and they find a fix to this issue. It seems ridiculous that such an expensive item has had such a well known flaw, for so long.
Cathie
My daughter’s Kindle has fail with half the screen blacked and locked after nearly 16 months. Amazon told me I could buy a replacement or I could download their free app onto an iPad and read my books there!
I am totally disgusted. If anyone has had success getting a free replacement, please can they post HOW they did it as I am getting a brickwall from Amazon.
Mildmanneredchap
@Cathie. It’s clear that they will send replacements beyond the one-year deadline if you persist. See @Deb’s post above and my own of yesterday, 15 May, 2.45 pm. I made a polite little speech about how any other company selling such defective products would go out of business if they demanded people buy a new one when they went wrong after such a short period. Don’t give in but stay polite. You could mention that you have been reading online here that they have been issuing free replacements in last day or two, so if they can do that for others they can do it for you. Good luck!
Anna86
Cathie,
Read back through earlier posts. I posted on here about how I got a new one. I know that by mentioning this group and the fact that people in the same position as you are getting new ones, where as you are only being offered a discount, and saying that isn’t fair certainly helped.
Most of all, don’t give up. Took me three calls at least!
Anna
Cathie
Thank you to everyone on this site. Your support gave me the impetuous to tackle Amazon again and it looks as if they may replace the faulty 16 month old kindle. It wasn’t easy (and not completely sure it will happen yet) but I just kept politely going on (and on and on) and mentioned this site etc. So many thanks and good luck to everyone else with the same issue.
Mildmanneredchap
There’s a discussion similar to this on the Amazon website, but it seems to be patrolled by trolls who rubbish the idea that there is a problem with Kindle screens and allege that people are stupid, don’t know how to reboot, must have dropped them, etc, etc. Quite unpleasant.
Chelsea
I purchased a 3G Kindle Keyboard in New Zealand in December 2011 which had a one year warranty. During this time, tiny hairline cracks formed on an angle from the bottom of the screen.
Amazon replaced the kindle & gave me free international shipping. I was happy.
Now my replacement kindle has formed a frozen screen. I contacted kindle support – who said they would not replace my kindle as it was outside of this 3 month warranty.
Firstly, why would Amazon only give a brand new product a 3 month warranty?
When I argued this, they said they could give me a replacement kindle for a discounted price. However, they only ship within the U.S!!!!!!!!!!!!!!!!!!!
I complained about poor service, however I doubt this would be passed on.