Photo credit: arstechnica.com

Challenges Surrounding the Launch of the New Color Kindle

The introduction of Amazon’s pioneering color Kindle, known as Colorsoft, has encountered significant hurdles. Officially shipped on October 30, customer feedback has led to a suspension of further shipments due to issues like a noticeable yellow band at the bottom of the display and discoloration around the screen’s borders. In response, Amazon has committed to resolving these issues and is providing options for replacements or refunds.

This situation is compounded by a promotional campaign where Amazon encouraged customers to trade in their older Kindle devices for a 20 percent discount on the new Colorsoft. As customers now return their faulty Colorsoft units, many are finding themselves without an operational e-reader, a predicament made worse by the uncertainty surrounding the timeline for fixing the device. Currently, Amazon has not specified when these replacements will be available or when shipments might resume.

The promotional trade-in program, designed to facilitate the transition to the new device, involved customers assessing their old Kindles and sending them in for appraisal. Typically, these devices would generate an Amazon gift card for the trade-in value, alongside the additional discount for the new model. However, this strategy has backfired for some consumers. Many have handed over their older devices in anticipation of the Colorsoft only to face unexpected display problems, as feedback shared on platforms like Reddit suggests.

The Colorsoft product page on Amazon reflects these customer concerns, sporting a rating of just 2.5 out of 5 stars. While not all users have reported issues—some, including the author of a recent Colorsoft review, did not experience display malfunctions—those who did are advised to contact Amazon’s customer service for resolution options.

However, complications arise for those seeking refunds. If customers used the discount during their initial purchase, they will receive only the amount they initially paid when opting for a refund. As the promotional coupon is no longer valid, returning customers could end up paying the full price for the Colorsoft once Amazon resumes shipping. Alternatively, those willing to wait for a replacement can expect a delay that may range from three to five weeks.

This situation showcases the delicate balance of launching new technology in a competitive market, where promotional strategies must align with product reliability. As Amazon works to rectify the issues with the Colorsoft, the experiences of customers serve as a reminder of the critical importance of quality assurance in product launches.

Source
arstechnica.com