When I got my Kindle Paperwhite, I did not retire my previous Kindle, the keyboard version. The older Kindle is perfect for bathtub reading, because there are buttons on the side to click. In a zip lock bag, the older Kindle is my faithful bathtub buddy, and thanks to Amazon’s Whispersync, it is always ready to pick up from whatever spot I left off reading on my Paperwhite. I am a voracious reader. I read everyday, whenever I can, but ALWAYS in the bathtub, and ALWAYS for a good while before bed.
In other words….. my Kindles do not gather dust!
I have never had a moment’s trouble with my Kindle Keyboard until yesterday. It had warned me that the battery was running low, so I plugged it in to charge. Hours later, when I unplugged it, I was surprised to see the screen frozen with the battery warning message still in place over the text that I had been reading.
My first thought was “no problem” with a pat on my own back because “I know what to do.” Smug, I was.
I knew a re-boot of the Kindle would fix it right up. (I thought)
To re-boot the Kindle Keyboard, you unplug it, and slide the on-off switch to the right, and then hold it for a full 20 seconds. The screen blinks, and the Kindle restarts. Ready for more reading goodness.
So I set about my task. I held the button. 20 seconds. Nothing. 30. Still nothing. A full 60 seconds. The frozen, unresponsive screen was still there. No change. Sigh.
I had no idea what to do next. Smugness > gone. :(
I turned to the internet and was instructed to do exactly what I had done. But after that simple “to do” suggestion, the advice from Kindle users got scary. “Take off the back, and…. ” What? No, no! Take off the back? An absolute last resort (maybe) just before sending it to trash, but certainly not as a trouble-shooting task.
I didn’t think to call Amazon at first, because “I knew what to do.” I knew they would have me slide the on-off switch, and I had already done that.
But soon I realized that with no options left, I may as well take the time to call Amazon Support. I was not hopeful.
Their “contact us” screen was clear and easy to follow. I made choices via drop down screens about my problem, narrowing it down to the frozen screen on the Keyboard Kindle.
The next choice, their “preferred” choice, was for them to call me.
I clicked the box, and got up to leave the room. Before I got to the door (of a very small room!), my phone was ringing, and a very pleasant support person was cheerfully ready to help me. Wow.
I explained my problem, and told her that I already did the re-boot and I was prepared to hear that my Kindle had died. But cheerful-support-lady would have none of that.
She asked me questions, we flicked switches, we counted seconds, we checked the colors of the lights on the bottom, we plugged and we unplugged.
Then she told me to plug it in for a half hour and she would call me back. (Really?)
About 40 minutes later my phone rang, and the pleasant-cheerful-hopeful support lady was eager to get back to work. I went to my Kindle… and …. drum roll …. it was perfectly fine!
I have no idea what combination of button pushing, light checking, plugging and/or unplugging did the trick, but the trick was done, and the Kindle is ready for more reading-goodness..
My support experience was awesome. Remember they called me. Twice.
I have nothing but good things to say about this interaction with Support. For such a HUGE company, I am amazed at how personal the experience was.