Amazon prides itself on customer service, but it now finds itself the target of a $5 million class action lawsuit because it failed to replace a Kindle 2 that a customer alleges was damaged by Amazon's own $30 protective case.
Matthew Geise, executive director of a Seattle property management firm, and his wife, Alisa Brodkowitz, are behind the suit (the $5 million sought represents damages for all Kindle owners who are affected by the problem, as well as legal costs).
The story goes like this. Brodkowitz's Kindle 2, which she received as a gift from her husband, developed cracks around around the points "where the cover attaches with metal clips," Geise told Seattle Times reporter Brier Dudley. On July 6, the screen froze and the device stopped working.
In user reviews of the e-reader, other Kindle owners have complained about cracks in the area around the clasps, so the issue is apparently not isolated.
Brodkowitz spoke with a customer rep, who said the screen freeze was covered under the Kindle 2's warranty, but not the cracks, which the rep allegedly said "were caused by improperly opening the cover backwards." A $200 repair fee was required to fix the maimed Kindle.
Instead of paying, Geise and his wife decided to file a class action lawsuit. According to the suit, what seems to have ticked the couple off was an Amazon customer service supervisor telling Brodkowitz that the cracks are a "common problem," but that the $200 repair fee still had to be paid. Brodkowitz says she never did any backward bending of the cover.
Here at CNET, we didn't have any issues with the cover causing damage to our initial review sample, but we only had it for three weeks.… Read more