Kindle Touch故障報修紀實

又差不多一個月沒寫新文章了，而且我這次更過分，連回應都懶，前一篇談旺中的我後來都沒繼續回應了。
工作忙是忙，但那不是充分理由，真的我似乎越來越貪圖自由的時間，而我幾乎每篇文章都一大堆字，
說實在話寫起來挺累人的，但繼續這樣空窗下去，恐怕這裡有關門大吉之危。
與其每次都光只想而不寫，也許多些隨便寫寫的東西還會讓這裡更有生氣一些。
所以，我希望以後多寫一點短一點的文章，也可以多一點生活記趣，起碼7月底的墾丁求婚之旅就非補上不可。

閒話表過，這篇要講的是我的Kindle Touch。從去年底買入至今，可是說是我出門一定要帶著此君，在外吃飯、搭車都少不了它。
有一回載女友去搭車，等她上了車之後，我收到一通簡訊，她傳給我短短的六個字～～「我偷了你的Kindle」，讓我哭笑不得。
一開始我常常得跟她搶，有一回她帶著Kindle Touch出門，先是碰到有人有人問她那是什麼，
後來在捷運上又有三個男生表現出極大的興趣，有一個更是連珠炮提問，包括問是什麼、怎麼用、哪裡買、多少錢等，
最後順便問：「我可以要妳的電話嗎？想請教妳一些問題。」拜託，明明我也常常帶著Kindle上街，怎麼從來沒人問過我問題？
好吧，女友已經聲明：「這是我男朋友買的，我也不太清楚」，但是對方還是想問電話，就這點而言我也承認人家很有毅力。
不過，後來不知道女友是可憐我沒得看還是用膩了，我漸漸可以獨佔Kindle Touch，等到一個多月前，
她買了三爽Note後，就再也沒想過跟我搶Kindle Touch了…（不過她說是因為裡頭沒什麼中文書可看）

咦？不知不覺又寫了一堆閒話。我要講的是這個Kindle Touch申請維修的經驗。其實也說不上有什麼特別的，
不過我發現網路上有些人有碰過類似的問題，但卻沒看到解方，而我上次寫的Kindle Touch開箱文閱讀次數也已接近兩萬，
顯示其實很多人是對Kindle Touch有興趣的，所以我決定把這次跟Amazon「報修」的經驗放上來，讓大家參考參考。

話說Amazon在四月的時候釋出了Kindle Touch的5.1.0版韌體，說實在話那些新功能我都用不上，
不過心想有得更新就更新一下也好，於是跟著下載了。沒想到更新居然失敗，顯示「Error 007」，之後悲劇就發生了，
Kindle開始三不五時作怪一下，有時候點選任何資料匣的任何一本書，結果都是出現同一本，而且是同一頁；
有時會一些功能則會失靈，像是字典的「show full definition」。凡此種種，只要重開機（按住開關十幾秒那種）即可解決，
不過下次可能就又要重來一次，而且很麻煩的是每次restart之後，書本都會跳回當初更新失敗時預設的頁碼。
為了修復，我把Kindle Touch又試著更新了好多次，不過一樣都是失敗，版本一直停在5.0.4，直到昨天，不知為何突然成功了，
然而我的版本居然還是顯示5.0.4，而一切的「症狀」也都相同，絲毫沒有改善。我一氣之下，先把Kindle的內容備份，
接著選擇回復到出廠預設值，然而神奇的事發生了～～Nothing happened！我的Kindle還是一樣，裡頭的檔案也都沒消失！
我接著參考國外網友的經驗，一不做二不休用電腦把整個Kindle給格式化了，然而更神奇的事接著發生了，
一開始整個磁碟是清空了沒錯，但是我把Kindle給restart以後，居然剛剛格式化的檔案又全部回復了！

至此，我覺得心灰意懶，雖然機器也算是還能用，但是越想越煩，決定向Amazon反應這個狀況。
昨天傍晚六點左右，我在Amazon網頁上的「contact us」寫了個留言，大約兩個小時候就得到回音了：

Hello,

I'm sorry to hear about the problem you had in updating your Kindle Touch. I also understand that you tried all the basic steps. Please accept my sincere apologies for the inconvenience caused to you. We need to have few more issue related information to isolate the completely.

Based on the nature of your query, I request you to please contact us via phone or chat, so that we can try some real-time troubleshooting and help you in getting this issue resolved as early as possible.

I apologize to you and regret the fact that you are being redirected to our phone/chat support technicians. However, I am sure we can resolve the issue quickly in an efficient manner if we can converse with you in a real-time manner.

不知道該不該說服務好，把我回報的問題轉給技術部門，要我直接跟對方談。也好，直接講就直接講吧。
不過尷尬的事情發生了，Amazon本著好意，要跟客戶講電話時，是由我們在網頁上留電話給他們，然後他們撥過來，
可是「Phone」的網頁選項裡，國家一欄沒有台灣，也沒有辦法直接填國家代碼，所以根本沒辦法留電話…
沒辦法，只好改用「Chat」，也就是類似MSN的方式來溝通，我在此把整個對話過程公布給大家看，讓有需要的人參考。

You are now connected to Josh from Amazon.com.

Me:A couples of months ago I updated my Kindle Touch from 5.04 to 5.10 version but failed, it showed "Error 007" and restarted. I don't know why it happened so because I had followed all the right steps and not used any jailbreak hack.
Moreover, I have to restart my Kindle Touch regularly in order to use some functions normally(ex. dictionary's 'show full definition'). Every Time after I restart my Kindle Touch, the books I've been reading would resume to the fixed pages where it located when the first fail update proceeded. And after that I can also no longer update my Kindle Touch, till today. I finally updated 5.10 firmware successfully(as it said), however it still shows the version is 5.04, and everything keeps the same way, now I have no idea what to do with it. Although it can still function, I would still like to have a normal one.

Josh:Hello Wenson, I am sorry there was a problem with using your Kindle Touch. After updating the device to 5.10, did you perform a factory reset to update the information as it is still showing 5.4?

Me:yes, many many times.

Josh:As none of the above resolved the issue, please provide the last 4 digits and expiration date of a credit card on this account in order to arrange for free replacement.

Me:replacement? do I need to send this one back to US?

Josh:You would need to return the Kindle in order to qualify for free replacement exchange and not be charged within 30 days. Did you receive this item as a gift or was it purchased by you?

Me:I bought it myself.
How should I proceed the credit card stuff? Is there a website or I just tell you now and here?

Josh:You would tell me here, however there is an issue with your address as I can not deliver to a PO Box.
For security reasons, we need to update your account information in order to process your replacement. To do this, follow these steps:
1. Sign in here:
https://www.amazon.com/addpaymentmethod
2. Enter your credit card or debit card information.
3. Select the shipping address you would like to send your replacement to, under “Select Billing Address.”
This will associate the credit card information to your shipping address allowing me to process the replacement. This will not affect the billing address we have on file.
Once you have updated that information please let me know.

Me:Done

Josh:Checking
Great, I am going to send you an email about your replacement information. Included will be a link to a prepaid return label through UPS, print this out and mail the broken kindle back to me within the 30 days from today ,or I would need to charge you for today's replacement. Since we are replacing from the account, the Kindle will arrive already registered to you which means you can download all your books again, completely free of charge.
102-3165XXX-2045XXX Estimated Delivery Date: Sep 6, 2012 - Sep 10, 2012

Me:Thank you very much

Josh:You are welcome, thanks for contacting Amazon Kindle. Have a great weekend.

Josh from Amazon.com has left the conversation.

出乎我意料之外的順利與快速，本來以為還要聽對方指示慢慢操作，不過對方看了我寫的內容，竟也就不多說廢話。
對話結束後，我馬上收到了對方寄來的信件，上頭有UPS快遞的連結，我只要把單子列印下來，30天內把Kindle拿去寄就好。
說實在話，這服務真的貼心到讓我覺得訝異，對方幾乎消除了所有可能帶來的不便。首先，寄送的費用是對方支付的，
而且10天內我就會收到新的Kindle Touch，而我只要30天內寄出手上這台給他們就好，也就是說不會有空窗期，
我甚至可以有三個禮拜左右能同時擁有兩台Kindle Touch（不過現在沒人跟我搶了，擁有兩台好像也沒意義）。
真要雞蛋裡挑骨頭的話，就是UPS在台灣的據點很少，雖然全家超商可以代收，但不包括這種對方預付（prepaid）的包裹。
所以我可能要跑一趟中和，不過無所謂，因為那個據點就在COSTCO附近，我順便可以去補補日常生活用品，甚至順便家教。
仔細想想，一台Kindle Touch不過賣99塊美金，但這次光是UPS往返就要花掉一大筆錢了，Amazon的服務可謂不惜工本，
他們做我這生意可真是賠本賠到了家，因為聽說光是機器本來就已經是賣本錢的，後來我雖然在Amazon買了很多書，
但全部都是不用錢的東西，所以他們一毛錢的周邊效益都沒賺到，現在還要倒貼。這一方面讓我對Amazon好感更增，
另一方面也有點不好意思，呷好道相報，所以把這次的經驗跟大家分享，碰到類似問題的人不妨跟Amazon聯繫，
也許你也能直接換一台新的Kindle回來喔。唉，要是蘋果的服務也這麼好，我也許就會願意買他們的產品了。

後續補充：UPS是可以到府收件的，只要先電話預約即可，所以退貨就更方便了。