Kindle 2 User Files Class-Action Suit Against Amazon
July 2009
It appears there is a crack in Amazon's Kindle armor—literally. Matthew Geise has filed a class-action law suit against the online retailer for damages to his Kindle 2 e-reading device, reported The Seattle Times this week.
According to the newspaper, Geise purchased the $359 e-reader in February along with Amazon's optional $30 protective cover. The class-action complaint—which seeks refunds, damages and legal costs—states that after a few months, Geise's Kindle began to crack around the areas in which the cover was attached to the device. The cracks grew, and eventually the screen froze and the device ceased functioning. When Geise called Amazon customer service, the lawsuit continues, he was told that the cracking wasn't covered under the warranty, and he would have to pay $200 for the repairs.
Apparently, Geise's cracked Kindle is not an isolated incidence, as a number of customers have posted similar complaints on Amazon.com, in reviews of the Kindle cover. "Thank you M. Geise for starting your law suit—had it not been for you I may not have noticed the tiny crack before it became a huge problem. If you love your Kindle, don't buy this case," a reviewer posted to the site yesterday.
While Amazon initially was silent on the matter, company spokesman Andrew Herdener issued a statement to The Seattle Times that Amazon now will replace free of charge Kindles that are cracked as a result of the cover, according to a follow-up report published by the newspaper yesterday. Per Geise's lawyer, however, the lawsuit will continue, in order to seek "a consistent and comprehensive resolution for everyone who has been affected by this problem and will be affected in the future."
According to the newspaper, Geise purchased the $359 e-reader in February along with Amazon's optional $30 protective cover. The class-action complaint—which seeks refunds, damages and legal costs—states that after a few months, Geise's Kindle began to crack around the areas in which the cover was attached to the device. The cracks grew, and eventually the screen froze and the device ceased functioning. When Geise called Amazon customer service, the lawsuit continues, he was told that the cracking wasn't covered under the warranty, and he would have to pay $200 for the repairs.
Apparently, Geise's cracked Kindle is not an isolated incidence, as a number of customers have posted similar complaints on Amazon.com, in reviews of the Kindle cover. "Thank you M. Geise for starting your law suit—had it not been for you I may not have noticed the tiny crack before it became a huge problem. If you love your Kindle, don't buy this case," a reviewer posted to the site yesterday.
While Amazon initially was silent on the matter, company spokesman Andrew Herdener issued a statement to The Seattle Times that Amazon now will replace free of charge Kindles that are cracked as a result of the cover, according to a follow-up report published by the newspaper yesterday. Per Geise's lawyer, however, the lawsuit will continue, in order to seek "a consistent and comprehensive resolution for everyone who has been affected by this problem and will be affected in the future."
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I am hearing impaired, so I thought this would be a great investment. Trips to the bookstore get expensive.
I bought the protective cover, and have noticed that my Kindle 2 falls away from the cover. Mine is not cracking, but there is damage where the case connects.
This makes me rather disappointed with Amazon. I bought the first Kindle and I had a very minor problem with the charger and they replaced it free of charge. I've had very few troubles with orders and when I did, they always shipped a replacement free of charge ASAP. I'd hate to see that change.
Susan's and John's comments are valid if you only read 1 or 2 books per year (or perhaps it takes them a year to read 1 or 2 books!)
It's good that Amazon was brought to heel on this issue but it doesn't mean that Kindles are no good nor that they are just silly.
I'm with John. Paperbacks don't require batteries, don't strain your eyes, can get wet, weigh less, and are easily passed on.
Amazon has exceedingly poor customer service. After having two bad experiences, I will not purchase from Amazon again.
the moral of this story is that it is far cheaper to take care of legitimate customer complaints fully and promptly to begin with than it is to litigate them.
Just think, if he would have bought the paperback he could have just taped the thing back together or bought another one for 10 bucks.