I bought my wife a Kindle 4 in early November as a gift for Christmas. Shortly after the new year, I bought myself one as well. A week or so went by and all was well until a few days ago. While reading side-by-side on our lunch break, she says to me “Why is your Kindle is so much brighter than mine?”. I look to see what she is talking about and it immediately becomes apparent.
(My Kindle Left, Hers Right)
The discrepancy in screen contrast is just disturbing enough to warrant a call to customer support. Perhaps she got a bad screen. So after 5 minutes on the phone confirming all things are equal (firmware, font, spacing, etc.) Amazon rush orders a replacement, which arrives at my door 26 hours later (Awesome job Amazon!). So I open it up, and am immediately disappointed with the replacement:
(Replacement Left, Mine Center, Hers Right)
What the heck? So 28 hours after my initial call to Kindle support, I’m back on the phone. Customer experience not quite as smooth this time, but once again a replacement is in the mail…
My iPhone photos don’t quite do it justice, but the issue should be apparent. I wish I still had my 2nd Gen Kindle around for comparison, but I imagine the Pearl Ink display should universally be up to the standard exhibited in the center above.
I’m hoping replacement #2 is up to snuff.
A little more info: Both my wife’s Kindle and the first replacement have serial numbers beginning with B00E 1501 **** ****, while mine begins with B00E 1510 **** ****. It might be nothing, but perhaps an early lot had a bad batch of screens.
I may be nit-picking and maybe you get what you pay for ($79), but I’ll keep trying, and amassing Kindles, until I’m satisfied.
To my dismay, the latest replacement fell under the B00E 1501 **** **** serial number range. Without too much surprise, I found it to be lacking contrast like my other two examples.
In a further attempt at scientific rigor, I invited a friend over to contribute his new Kindle to my growing sample size of devices. His device (B00E 1501 **** ****) also conformed to the less than stellar contrast performance expected of that serial number range.
(I have more pictures that I may upload later)
So in summary, I have now seen 4 devices of the B00E 1501 variety all exhibiting poor contrast in comparison to my lone B00E 1510 Kindle. Unfortunately, I have been unable to find another B00E 1510 device to see if my outperforming Kindle is the exception and not the rule. I have now returned my replacement devices to Amazon leaving me again with two equal but in-equal Kindles.
I do not have faith that the front-line Amazon Customer Support experience is empowered to adequately handle this problem. I plan to escalate this request by sharing this site link with Amazon. My hope here is not only a resolution to my issue, but an acknowledgement of a potential product quality issue of a larger scale.
I have faith someone at Amazon cares enough to look further into this issue.