Went to use my Kindle Voyage yesterday, completely frozen. So do all the relevant restart procedures and nothing, so contact customer services. this is the reply.
"I have checked and see that your kindle device required software update, due to old version of software your device was frozen. Since the device was frozen you are unable to update your software, there is an only option to create replacement. Upon checking the device you referring is no longer cover under warranty, I will issue a promotional credit to your account that will allow you to purchase another Kindle e-reader at a 15% discount, excluding shipping costs and any applicable sales tax.
Most Kindle devices never have this issue. The likelihood of this ever happening again to a Kindle device you own is significantly low"
This is disgraceful, a £200 device now not working because it didn't get an update, there is no way that i'm buying another kindle.
How did you contact Amazon? Try calling them (or get them to call) or chat. Email is crap from everything I've ever read on here... A voyage isn't even that old. It may be broken, but not because of out of date software. Have you tried charging it before restarting?
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Same thing happened to me this morning. My device is frozen and none of the troubleshooting steps on the help page or suggested over the phone by Amazon Support worked. The rep was basically like, "too bad, so sad" and offered me 15% off which is insulting considering what I paid for my Voyage less than two years ago. When I went on the website, I see that Amazon isn't even selling Voyages anymore. So angry right now and twitchy at the thought of going through my day without my books at hand. UUUUUGGGGGGHHHHH.