Amazon promises to replace cover-damaged Kindles

by Stevie Smith - Jul 17 2009, 16:00

Evidently bowing to the pressure of gathering complaints regarding its Kindle 2 electronic book reader, online retail behemoth Amazon has promised to replace any unit damaged as a result of a potential design fault.

Initial Amazon customer service reaction to the issue, which results in the Kindle 2 chassis cracking where it attaches to the accompanying folder-style protective cover, was to insist unit replacement was not an option as the damage was not covered by the device’s warranty.

However, with affected users facing a potential repair bill of $200 USD, and one aggrieved consumer couple threatening the retailer with a class-action lawsuit, Amazon has now said it will replace any cover-damaged Kindle 2 free of charge.

The problem found its way into the media spotlight when Matthew Geise and Alisa Brodkowitz of Seattle were told by an Amazon customer service supervisor that they would still need to shoulder the repair costs even though cracks associated with the cover were a “common problem”.

As a result, the couple decided not to pay but to instead hit Amazon with a $5 million USD lawsuit, which is still in place despite Amazon’s subsequent reassurances.

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