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    Sunday
    Aug292010

    Customer Support for frozen Kindle 3, a 15 second fix to hard reset

    I wrote about having the Kindle 3, and I use my Kindle 3 much more than my Kindle first generation.  But, it froze on me last night at 9p.  Wouldn't turn off, reset didn't work.  Plugged it in to make sure it had a full charge, within 5 minutes the green light when showing full charge.

    Note I have had over 1,000 views of this post, and I wrote a follow on about the users and web analytics here.

    And for you Kindle 3 fans, I have the first Kindle signed by William Gibson which was actually the first Kindle he held.

    Signed very first Kindle at Microsoft. Actually, *touched* very first Kindle. Appealing unit, IMO.36 minutes ago via Twitterrific

    ...

    image

    Symptom
    Resolution

    Kindle screen frozen or Kindle unresponsive.

    Possible cause:

    1. Unplug Kindle from power adapter or computer.
    2. Slide and release the power button. The LED light that surrounds the power button will display green for two seconds.
    3. Shut down Kindle by sliding and holding the power button for five seconds. The LED light will blink three times. Wait for the screen to go blank, then release the power button.
    4. Turn on the Kindle by sliding and releasing the power button.
    5. If Kindle is still not working, you can perform a hard reset by sliding and holding the power button for 15 seconds.
    6. If Kindle is still unresponsive, try charging Kindle before trying to restart the device once again.
    If you continue to experience problems, please contact us.

    It took me a while (3 minutes) to figure out how to contact amazon.com technical support.  Which now I know is easiest to do based on going to my order history and reporting an issue with an order.

    Order:
    July 29, 2010 / 105-2727168-6118645

    Items:

    Kindle Wireless Reading Device, Wi-Fi, 6" Display, Graphite - Latest Generation

    Issue Details:

    Kindle

    - Kindle (U.S.)

    - Frozen/defective/damaged Kindle

    Within 15 seconds of pressing the submission, my cell phone rings putting me in the amazon.com tech support queue.

    I get told the wait is less than one minute.  Tech support was quite friendly and helpful.  I assume the support person was in the comfort of their home office given it was 9p on Saturday night and I didn't hear the background noise from an offshore customer support center.

    Within minutes the tech support person told me I needed to have the exact timing of sliding and holding the power switch for 15 seconds exactly, then release.  I did this and the KIndle 3 reboot.

    Now the instructions were not totally clear to hold for 15 seconds only and release for a hard reset.  I thought I would hold for at least 15 seconds, then release.

    Overall how much better could it have been. I was frustrated, tried on my own for 5 - 10 minutes, contacted amazon.com tech support, within 15 seconds my cell phone rings, after a couple of minutes, I am told how to fix the problem with an exact 15 second hold and release which triggers a hard reset.

    Don't you wish other customer support organizations worked this way?

    In fact, I am going to add some of these ideas to what a green data center should do for customer support.  How much better would the experience be if you had the option of registering on line with your support issue, and someone calling you within a period of time?

    Allowing interruptions to occur at any time is highly disruptive. Even if you can put them off for a few minutes, it can make the overall system work much better.

    Anyone who has studied Queueing Theory knows this.

    Queueing theory is the mathematical study of waiting lines, or queues. The theory enables mathematical analysis of several related processes, including arriving at the (back of the) queue, waiting in the queue (essentially a storage process), and being served at the front of the queue. The theory permits the derivation and calculation of several performance measures including the average waiting time in the queue or the system, the expected number waiting or receiving service, and the probability of encountering the system in certain states, such as empty, full, having an available server or having to wait a certain time to be served.

    amazon.com has this in their DNA, the same way Disney Theme Parks understand queues for lines of people.  If you focus on customer service you need to think of how you manage the queues.

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    References (37)

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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog
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      Customer Support for frozen Kindle 3, a 15 second fix to hard reset - Green (Low Carbon) Data Center Blog - Green Data Center Blog

    Reader Comments (103)

    thanks for the information on how to do a hard reset on the Kindle 3
    Thanks for your tip on a hard reset. It worked for me.
    September 1, 2010 | Unregistered CommenterArthur
    Excellent help with the 15 second fix. My kindle was crashing every time I tried to open a book. The 15 second fix worked!
    September 3, 2010 | Unregistered CommenterHalina
    Outstanding! Hard reset worked - disappointing that it is not referenced in the Kindle Quick Start Guide. Gotta love the web
    September 3, 2010 | Unregistered CommenterPaul
    Hard reset worked for me too.
    September 3, 2010 | Unregistered CommenterLouise
    I am really grateful to you! Mine was not switching on at all after freezing one time. I applied your instructions and now I finally could restart it. Thanks a lot!
    September 5, 2010 | Unregistered CommenterBurcu
    thank you soooooooo much
    September 14, 2010 | Unregistered CommenterMatthew
    This fixed my problem with my frozen Kindle 3 as well. Thank you for posting this.
    September 20, 2010 | Unregistered CommenterChris
    Thanks a million. Thought I was in a pickle until I did the hard reset. Now back to regularly scheduled reading :)
    October 1, 2010 | Unregistered CommenterKSL
    Thanks a lot! This helped end a frustrating interruption in the middle of a book right now. I agree amazon should publicize the 15 seconds required to switch it back on after a reset. That said I also have experienced an unusually high quality of customer service from Amazon.
    October 1, 2010 | Unregistered CommenterDell Mizot
    Definitely a big thank you for the hard reset info. I am on my second 3rd generation 3G Kindle. The first would not respond at all. A call to customer service did not help but they replaced it overnight. Now, after little more than a week, this second Kindle froze up again. I wasn't looking forward to another call to suppoort so I looked online, found your article and it worked! Thank you so much. I love my Kindle but I wish this wasn't a problem; however, I do know how often I have to reboot Windows, lol. I guess it goes with electronics and software.
    October 3, 2010 | Unregistered CommenterWanda
    Thanks so much the hard reset worked the first time!
    October 4, 2010 | Unregistered CommenterJill
    My K3 froze only once or twice during the first week but has become relly annoying now. Had it for just over two weeks and the last few days it freezes every time it's been "asleep" for more than an hour. I'm getting ready to call Kindle and request a replacement.I hope this is not a bug that lingers because I really do love the little bugger. Check out this article:(just cut & paste the address below or on a Mac ... highlight, right click and choose "open URL")

    http://njuice.com/How-Do-Almost-Everything-With-Kindle-3-Gadget-Lab
    October 16, 2010 | Unregistered CommenterBig Jimmy
    Thank you so much! I was worried my Kindle was fried. It was off and completely unresponsive; and I've only had it for a month. Makes me wonder though, why have I not seen anything about a 15 second hard reset in the quick start guide, or on the Amazon website? (well at least where I've looked on the website) Thanks again for the help, you're a life-saver.
    October 30, 2010 | Unregistered CommenterHannah
    Amazing! Thank you soooo much.
    November 2, 2010 | Unregistered CommenterRashad
    Thank you, my kindle 3 now works with your tips!
    November 7, 2010 | Unregistered Commenterjoviano
    thank you so much, my kindle just said "please wait while your kindle starts up" and would not change even after charging it. after doing the hard reset, i had to wait a couple seconds, then a loading bar came up, after which it was fine. thanks!!!
    November 14, 2010 | Unregistered Commenterpatrick
    Thank you - I had to do the same. To get mine to work I slid and held the power button for 30 seconds. I then let go and nothing happened - or so I thought. I was reading this panel and then 20 seconds later the Kindle restarted by itself.
    November 14, 2010 | Unregistered CommenterSmirling
    Just to cast a dissenting vote -- This did not work for me. I'm having my third Kindle sent to me, having returned two for constant freezing with no response to the 15-second reset.
    November 17, 2010 | Unregistered CommenterCBB
    Thank you for your wonderful tip. I tried everything but nothing worked. But I did this EXACTLY as you said and it solved my problem. THANK YOU!!!!
    November 19, 2010 | Unregistered CommenterAnnette
    Thank-you so much! I got the Kindle 3 back in September and I just replaced it because it was frozen for 3 days. I got the new one on Tuesday and it froze again. But the Hard Reset worked for me too!!! Great advise, thanks for posting :)
    December 2, 2010 | Unregistered CommenterSJM
    The hard reset worked for me as well. Thanks!
    December 2, 2010 | Unregistered Commenterszeverini
    Thank you - you saved me a lot of frustration!
    December 3, 2010 | Unregistered Commenterbts
    I had the very same thing happen to me the first day i bought my kindle. i was able to fix the issue using the 15 sec boot. havn't had a problem since.
    December 6, 2010 | Unregistered CommenterChris Parmele
    YAY!!! You saved my kindle!!!!!!!!!!!!!!
    December 8, 2010 | Unregistered Commentercarrie

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