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KindleLogo

Sólo unas líneas para compartir mi experiencia de hoy, Domingo, con mi Kindle. Compré el Kindle 3a generación en Enero de este año 2011 y hasta el momento esta encantado con el aparato. Podía comprar los libros (la lectura técnica es mi preferida y Amazon mi proveedor habitual) de Amazon directamente desde el Kindle, a mejor precio y infinita comodidad, y luego llevarmelos a dónde quisiera. Especialmente en estos días de buen tiempo y calor aprecio irme con mi Kindle a cualquier lado cargado con mi lectura preferida sin tener que cargar con el peso habitual.

Por bien, todo iba bien hasta hoy, que por razones varias la pantalla del Kindle fallo. Tras varias comprobaciones no había duda, esa era la causa. Tras leer en el manual del aparato las instrucciones para tratar de ver como acudir al servicio técnico, el resumen de mi experiencia es el siguiente:

1.- Llamada al 001-866-749-7538 desde Skype. La llamada es gratuita desde Skype. La alternativa es enviar un mail a kindle-cs-support@amazon.com o rellenar un formulario en la web que tardan en contestarte como mucho 12 horas como SLA. Personalmente use la primera, más directa.

2.- Una persona de primera línea en ese CAC hace ciertas comprobaciones para verificar quién dices ser, que efectivamente tienes un Kindle y lo que te ocurre. Esta parte en perfecto Español. Escaso 4minutos de reloj tras pasar ese filtro para hablar con una persona más técnica, avisado que a partir de aquí sus compañeros son exclusivamente angloparlantes.

3.- Tras un proceso de casi 20minutos y comenzando con “si no lo has metido en el agua o destrozado a propósito haremos un cambio de Kindle inmediatamente y GRATUITAMENTE para ti”.

4.- El proceso termina con un mail en el que Amazon te hace llegar las instrucciones para retornar el Kindle averiado junto con una etiqueta que has de colocar en el paquete a enviar con la que los gastos de envío corren a su cuenta. Y en teoría en menos de 1 semana tengo el aparato nuevo en mis  manos y 30 días para devolver el anterior averiado. Tras su recepción Amazon me devolverá el cargo de $180 en concepto de fianza que ha cargado en mi tarjeta de crédito hasta completar el proceso.

Amabilísimos, claros, rápidos y sin problemas. Un diez el servicio de Att Cliente de Amazon.

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