How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Dan T. Your Own Question
Dan T.
Dan T., Master Technician
Category: E-Readers
Satisfied Customers: 140
Experience:  DoD master electronics technician
Type Your E-Readers Question Here...
Dan T. is online now
A new question is answered every 9 seconds

I bought a Kindle Paperwhite online. About two months ago.

Customer Question

hello. I bought a Kindle Paperwhite online. About two months ago.
JA: What's the make/model of your device? How old is it?
Customer: kindle paperwhite
JA: How long has this been going on? What troubleshooting have you tried?
Customer: it's brand new. I haven't used it much. But its screen has a glitch
JA: Anything else you want the eReader expert to know before I connect you?
Customer: where do i get it replaced?
Submitted: 11 months ago.
Category: E-Readers
Expert:  GeekGal replied 11 months ago.

Hi there! My name is*****'m sorry that you're having this problem. I will be happy to help. Can you tell me whats going on with the screen please? What kind of "glitch" does it have?

Customer: replied 11 months ago.
One pixel or point shines brighter than the rest.
Expert:  GeekGal replied 11 months ago.

Thank you for that information. Did you purchase directly from AMAZON?

Customer: replied 11 months ago.
why was I charged 23 dollars? It said 6$ refundable. What's going on here?
Expert:  GeekGal replied 11 months ago.

Since you purchased it directly from Amazon, you should be able to login to your Amazon accoutn, click on order history and initiate a return.

As an independent contractor I don't have access to billing information but you can contact Customer Service via email at***@******.*** or you can view options for contacting them by chat or phone at

Customer: replied 11 months ago.
Oh. let me rephrase. I bought it through a friend who bought it directly online. Is there a repair shop where I can come in and get it serviced? I am currently staying in Union, SC.
Expert:  Nathan replied 11 months ago.

Hello, I’m Nathan, and I’ll be assisting you today.

Sorry to hear that you’re having trouble with this but I’ll do my best to help you out.

I can help you with this, but to be clear, this is a paid support service. The $5 was only a deposit to post your question, with the balance of the total fee being charged after speaking with an expert here. It is considered refundable if you don't get an answer, otherwise to continue you are agreeing to pay for my time and efforts in assisting you.

Initially, this symptom can indicate several possible issues: an internal hardware failure, a low/faulty battery, or just a simple memory/firmware glitch.

The first step here will be to attempt to reboot the kindle. This is done by pressing/sliding and holding the power button for 20+ seconds, or until the screen flashes (usually with an image of a tree), then release. Give the kindle about a minute to start back up, and let me know if the problem persists, we can then try some further steps.