The Least Useful Guide to Fukuoka

About one year after coming to my home, my Kindle Paperwhite lost its 3G connectivity, which is free (Amazon is supposed to pay the fee), while it still can get on the Internet via Wi-Fi.

After spending nearly two hours on the phone talking with the customer service representatives (I really appreciate their patience and customer loyalty), I got the following information, all of which sounded unfavourable to me and weren’t notified when advertised:

1.   Amazon does not repair  Kindle;

2.   Once warranty period (one year) expires, you have to pay for the replacement. The cost can vary depending on how long the warranty period has past. In my case, it should be JPY8,500 (can be higher if I request the replacement later);

3.   So, what I can do is either: a) Use it only on Wi-Fi despite having paid some extra for the 3G function, b) Try 3G connectivity later or at different locations as there may be something wrong in the 3G signal or network around my home ( which I have tried at several locations without any success), or c) Get a replacement with extended warranty period about JPY1,200).

Again, I truly thank those who handled the problem on the other side of the phone. I believe they did their best. But it is undoubtedly true nothing has been sorted out. To be honest, I began to doubt about Amazon’s business ethics—Is it just a coinsidence that the Kindle lost its 3G connection just after the warranty period ended? Although (as you can easily imagine)I am not at all familiar with all the tech and IT, I suspect that it is possible Amazon cut my (or those who Amazon doesn’t think profitable customer )3G connection by software without touching my own device  so that it can save payment for the 3G and possibly expect profit from selling replacement kindles.  Am I too far-fetched?

I am very confident I have not been a good (profitable) customer for Amazon for the past year: I bought only several books on Kindle because they did not stock an appetising collection. If I were Amazon, this is enough reason to cut my 3G connection without telling me. Of course the CS person politely but firmly denied my wild assumption, saying it was impossible (even for them) to do such a complicated operation. I am not dismissing their position (or rather I respect their professionalism), but I don’t think such a big company would tell every business strategy to its CS representatives.

Anyway, what can I do?  I (sponceered by my husband, to be precise) paid an initial cost of over JPY12,000, which could have bought several hardcovers. And if I stick to free 3G and get a replacement with a longer warranty, the total cost  for Kindle could be over JPY20,000 (the initial 12,000yen plus 8,500yen for the replacement and warranty fee of 1,200 yen). How many new books could I buy with that ridiculous amount of money?

…I have learnt a big lesson: There is nothing more expensive than something (supposed to be) free.