I love my kindle, it’s a great little device. Unfortunately it broke while I was travelling overseas. After a bit of back and forth with Amazon they shipped me a replacement kindle as I was within the warranty period. After getting my device I was sent an email asking me to ship the faulty one back to the USA. Fair enough. They email continued, asking that I provide Amazon with the tracking number and postage cost so that they could refund me the postage cost. They even provided me with a nice little link so that I could give them this information. The only issue is that this link was broken. This is how 30minutes of customer service hell began …
<begin>
You are now connected to Carlos from Amazon.com.
Me:I am returning an item and the need to provide tracking number. I was given the following link to use but it is expired.
Carlos:Hello my name is Carlos. I’ll be happy to help you today.
Dane is this for a kindle?
Me:sorry, bess.
*yes
Carlos:The order number is 105-6164387-8203460 and the device name is Kindle 3G Wireless Reading Device, Free 3G + Wi-Fi, 6″ Display, Graphite, 3G Works Globally right?
Me:Yes that was the replacement item that I was sent.
it works fine, i just need to return my broken unit.
Carlos:Did you get the original one through Amazon on the website or at a local store?
Me:Amazon.
Carlos:OK, thanks
Me:I just need to provide the tracking number and shipping cost for the refund.
and the link I was given is expired,
Carlos:Thanks again for all the information, please give me a minute so I can transfer you to the kindle support department.
A Customer Service Associate will be with you in a moment.
You are now connected to Rakesh from Amazon.com.
Rakesh:Hello, my name is Rakesh. I’m with Amazon Kindle Support. I’ll be happy to help you!
Me:Hi rakesh, I just need to provide you with the tracking number and postage cost for the broken kindle I have sent back
I was given a link in my email but it has expired.
Rakesh:Thanks for letting us know about the return, Dane.
Would you mind if I put you on hold for one or two minutes while I check that?
Me:ok.
Rakesh:Thanks for waiting, Dane.
May I know from which country you are returning the Kindle?
Me:I just submitted the information to amazon.com/rsvp-mi so hopefully that gets through to the right people.
I am returning the kindle from Estonia as I am currently travelling.
Rakesh:I’m sorry for the inconvenience, Dane.
Please return the Kindle to the below address:
Me:I know the address.
Rakesh:172 Trade Street
Lexington, KY 40511 USA
Me:I have already shipped it.
I just need to give you the tracking number and how much it cost me
Rakesh:OK. Please provide the tracking number.
Me:1260053550 DHL
Cost was 102.96 euros.
Rakesh:Please wait while I issue a refund.
Me:thanks.
Rakesh:I’m sorry, Dane. I’m unable to issue refund to this order. A Kindle specialist will be the best person to help you with this. Please wait while I transfer this chat.
A Customer Service Associate will be with you in a moment.
You are now connected to Subrahmanyam from Amazon.com.
Subrahmanyam:Hello, my name is Subrahmanyam. I’ll be happy to help you today.
Me:Hello, I hope you can help me as I have not had much luck so far.
Subrahmanyam:Sure, I will assist you
Me:I had a faulty kindle and was issued a new one. I was instructed by amazon to return the faulty device and provide you with the tracking number and the cost of shipping.
I have just provided Rakesh with these details.
Subrahmanyam:sure, I will check that in your account and let you know
Me:He was unable to process the reimbursement for the shipping costs and so transferred me to you.
Subrahmanyam:Please give me 2 minutes
Me:ok
Subrahmanyam:is the cost 102.96 euros?
Me:yes.
Subrahmanyam:May I know the equivalent US dollars cost?
Me:hold on I will just google it.
Subrahmanyam:It is equal to $141.35
Is it that costly for shipping?
Me:yes $141.35
that is the cost for shipping.
Subrahmanyam:Okay, may I know where the replacement kindle has been sent to?
Me:172 trade street.
172 Trade Street
Lexington, KY 40511 USA
Subrahmanyam:I mean to you to receive the replacment?
Me:I have already got the replacement.
It was sent to Berlin.
Subrahmanyam:Okay, and you shipped from Estonia?
Me:yes. I am travelling overseas at the moment.
I explained this to the person when arranging the replacement.
Subrahmanyam:Please give me two minutes
Please give me 2 more minutes
Me 
k
kSubrahmanyam:Are there any charges to you for the replacement?
Me:I would hope not.
The kindle is in its warranty period when it broke so I wouldn’t expect to be charged.
have you been able to reimburse me for the postage ?
Subrahmanyam:Okay, then it would be in warranty, would you provide me the original order of the kindle for which the replacement has been given as I need to refund from the original order
Me:ok I will just login and look at my account.
Subrahmanyam:Sure, please
Me:I am a little surprised you don’t have this information on hand.
This seems like a very very very long time to be spending on something so simple.
Subrahmanyam:I have checked the account information as you did it on phone, the annotations are not quite clear
was it Order ID: 102-0898517-8652207 ?
Which was shipped to you on august 12th?
Me:I would say so.
Here’s your replacement order information:
Order Number: 105-6164387-8203460
Estimated Delivery Date: September 28, 2011 – September 30, 2011
from the email I was sent on the 24/9/2011
and
Please mail your return to:
172 Trade Street
Lexington, KY 40511 USA
You will want to ship it with tracking and insure it.
Please write the reason for your return on the packing slip, put the slip in the package you’re using, and wrap the package securely. Please indicate the cost of shipping you paid with your return (either on the packing slip inside of the box or written on the return label outside of the box). We’ll use this amount to reimburse your return shipping costs.
Subrahmanyam:That is there with me, it is the replacement order, I was actually looking for the original order on which I need to give the refund
Me:ok. August 12th sounds about right.
It’s the only other order in my account for a black kindle.
Subrahmanyam:Sure, thank you for the information, Please give me 2 minutes to process the refund
Me:thank you.
Can you please email me a confirmation once the reimbursement has been processed.
Subrahmanyam:I am doing it, it is sometimes system errors if the addresses are changed, please co-operate
Sure, I will send an e-mail right away after processing it
Me:Thanks. I am cooperating.
Subrahmanyam:I have processed the refund for $141.35.
Me:Thank you very much.
Subrahmanyam:you are most welcome.
You will see the refund processed in 4-5 business days as it is international refund. You are most welcome.
Is there anything else, I can help you with for today ?
Me:no that’s all.
have a nice day.
Subrahmanyam:Thank you, have a great day too.
< end >
