In the end this is really much less a Kindle fail and much more an Amazon customer service win.

I went to plug in my Kindle in my hotel room on Monday and found this:

The insulation of the cord that came with the Kindle was coming off in large chunks. I’ve never seen something like this happen before.

Sure, I’ve seen insulation crack over time from flexing at the same location over and over. The Kindle cable on the other hand was neatly coiled in my backpack. I pulled it out and it was shedding all over.

Both ends were doing the same thing.

Even the middle…

It’s as if the plasticizer in the cable suddenly and all at once evaporated overnight.

So there’s the fail.

I called up the Amazon Kindle support number about the problem. I was expecting to run the gauntlet of stupidity that I encounter at most places.

No stupidity was met with however.

The next day I had a new cable on my doorstep at home.

This is the type of service that you should expect to get. Everyone makes mistakes. The cable issue seems to be a known problem. The solution isn’t to blame your customers, it’s to just make the situation right.

The annoying thing is that this is surprising.