Which E-Reader has the Best Customer Service?

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Sorry, but this poorly researched and obviously never-fact-checked article is a load of crap. You don't need a password to sign in to Amazon customer service. Just look down two lines to where it says, "Skip Sign In." Then you'll be presented with some instant help and several contact options. One should, you know, like, TRY one of the options before writing an article talking about how bad the service is! (And one's editor, if there is one, should walk through the process independently just to earn that paycheck.)
The fact is, Amazon regularly replaces out-of-warranty Kindles. For free. You just have to contact Customer Support. Through one of the three options.
And BTW, one does not "just pop in" to an Apple store with a service issue, at least, not in L.A. One makes an appointment online with the "genius bar," drives through traffic, parks in the parking lot (which costs money), schleps one's problem gear to the store, and waits until called. Figure an hour or more, at best.
With Amazon, one clicks the "Call Me Now" button and pours a cup of coffee. Phone rings.
Assuming, of course, that you actually TRY to contact Customer Support before storming off to write an ill-conceived, non-researched article for your indolent editor.
Is US News now a blog? It used to be a magazine.

Jan Strnad of CA 11:20AM August 25, 2011

Kim,
People have posted that their Kindle's were out of the warrenty and they received a free replacement when they had problems. Just because you choose not to call Kindle Support, which is insanely easy to find, and ask for help does not mean that Kindle Support if bad. Had you called Kindle Support you probably would have had a refurbished Kindle on its way to you that day.
Your "story" is not based on anything other then you and your husbands decision to not call Kindle Support because your Kindle was out of the warrenty period.

ra of VA 11:01AM August 25, 2011

99% of "frozen" Kindles are cured by holding the start button to the right for a slow clount of 15-20. Did your husband try this? If so, why didn't you mention it? If that didn't cure it, did he try Googling "frozen kindle" and following one of the successful methods listed? (there are dozens of finds for that search).
As a general rule it is much quicker and easier to google your problem than contact ANY company. Many companies have forums where lazy people can go and ask questions which they should have sought answers to themselves. Sometimes those helpful people get a bit fed up with being asked the same questions over and over again but I have yet to come across a case where answers to such questions have not been given.
It is always better to try to find the answer yourself to avoid appearing a complete idiot.
By the way, googling "frozen ipad" also brings up many helpful comments.

Andy of UK 9:17AM August 25, 2011

Kindle support:
http://lmgtfy.com/?q=kindle+support
http://www.google.com/search?cx=w&sourceid=chrome&ie=UTF-8&q=kindle+support
It's a shame you guys both vapor locked on finding support. It really is right there to be found pretty easily. And I can say I know no better company in this area, well yeah I do, my old ISP, DSLExtreme. Both they and Amazon email or call as promised, in fact both will keep calling back until they get in touch with you even if they leave voicemail. That is how bad Amazon is.
Maybe it was a case of expecting support to be a problem which led you to not wanting to even put any effort into trying to contact them I've been known to shoot myself in the foot because I loathe the idea of contacting support from any company. Amazon is a happy exception, in fact their support people are super friendly and not at all difficult. I say you should give them a call on the damaged Kindle to see what happens. My money is on them trying to help somehow.

grumpy3b of CA 7:16AM August 25, 2011

You know before the Amazon tablet comes out in the next month or two?
That is all I can think of as to why this outright pack of lies about Amazon and specifically Kindle support. Hands down Amazon is one of the best companies I've ever dealt with online, heck even in person. Their service level has always been even better than Costco.
I know many people who have had their Kindle replayed out of warranty and several even when they screwed up and sat or walked across they Kindle breaking the screen...Amazon sent them a free refurb overnight.
Maybe it's just backlash because the author is having a bad hair day because Jobs stepped down?
I dunno but the article is not at all accurate...not even close.

brecklundin of CA 7:04AM August 25, 2011

Amazon has the best support bar none for eBook readers. I have have eBook readers and other portable electronic devices from several retailers and manufacturers. In all cases when something's broken, it has cost me money (& time & effort) to return the item, and weeks (or even months) to get the issue resolved.
Not so with Amazon. My son's Kindle 3 screen broke (glass substrate cracked). One call to Kindle support and in four days (with a weekend in the middle) a new Kindle had arrived, and a courier came the next day to pick up the broken Kindle in the box the new one came in.
No charge.
Contacting Amazon is simple. A complaint about having to sign into the Amazon web site? Good grief. And several clicks after exhausting the standard solutions? I only had to click the big "Call Us" button. And that leads to a freephone number to call, and even offers to call you on your own phone, now or in five minutes!
What other customer service department actually lets you enter your phone number for them to call you?
I'm astonished that this article got published as-is.

Paul Durrant 4:55AM August 25, 2011

If Kimberly Palmer is chief editor can we assume that none of the articles have been checked for accuracy in U.S. News and World Report?
Can anyone say if her book is as accurate and useful as this article? I think I'll give it a miss.

Andy of UK 4:18AM August 25, 2011

I had an issue with my out of warranty by a month kindle. The screen had a dot on it that was irritating. I called kindle support which is easy to find on the website. I was immediately answered and they said they could send me a refurbished kindle out the next day. I got it the following afternoon. Packaged upcthe old one and returned it. Best customer service ever.
Apple on the other hand is the worst. I have had better service from Dell. When my iPad came out of warranty, the first thing they said to me after making me hold for 30 minutes, that I have no support for my iPad anymore. I wasn't even calling about that! I was calling about the fact that iTunes locked me out of my account whenci was updating my address. They said they couldnt help me and that I needed to contact their email support. After dealing with a locked account, I finally got it working again, only after threatening to report them to the bbb. In my opinion Apple gets an F, amazon an A and even Dell a B. Ive delt with them and it wasnt too bad when I needed new ram for my laptop.

Becky of WA 4:12AM August 25, 2011

Wow. The part about Amazon goes beyond merely being incorrect; it's outright lying. Amazon customer service falls all over themselves so gushingly that it's almost awkward when seeking help from them. You don't even call them, they call you, per a giant "CALL ME NOW" button.
Here we go, now pay attention:
On the Amazon website click on "Help", then "Kindle Help", then "Contact Us".
That's quite a maze!

Bojiglets of CA 12:20AM August 25, 2011

Unless things are VERY different in the States to here in the UK then the article is a pack of lies. Here Amazon Customer Services is second to none. I invite Kimberly Palmer to read the HUNDREDS of posts on the amazon.co.uk Kindle Forum in praise of their Customer Services. Who else asks you to give a phone number so they can phone YOU? If you ask for an immediate call you have to be prepared to answer the phone as soon as you've sent the e-mail!

Andy of UK 7:34PM August 24, 2011