My Kindle has been with me for a few years now. Still 2nd generation. It has served me well so I saw no need to upgrade.
Last week, the 5-way controller malfunctioned. When pressing it down, instead of selecting it would scroll down. I tried to reboot the device; no luck. I sent Amazon an email and got a reply that I need to chat or speak with them. I chatted online with a representative. After two minutes he offered a replacement Kindle. He then came back and said that they run out of the 2nd generation model, so they’re going to send a 3rd generation model. He asked for my shipping address and I told him I live in Israel (my Kindle account has a US address). Without blinking, he said they’ll send it to Israel by express courier.
This was last Thursday. Yesterday, Monday, the new Kindle arrived at my home. Four days after my complaint.
It doesn’t end here. I was expecting to pay some fee to the DHL guy for Israeli Customs when the Kindle was delivered. But he asked for no money. It turns out Amazon not only sent a free replacement Kindle. They also pre-paid a deposit for any Custom charges I might incur when receiving the device.
If this is not excellent customer service, I don’t know what is. Thank you Amazon.