Amazon’s Colorsoft launch has left some users without a burn at all.

Users who decided to take advantage of the program shipped with their older Kindles under the assumption that Colorsoft would replace their existing e-reader. Unforeseen display issues meant it didn’t go as planned. They’ve taken their complaints to Reddit and reviews on the Colorsoft product page on Amazon, which have a 2.5/5 star rating.

It’s worth noting that not everyone has run into the display issue — I didn’t see it in my Colorsoft review unit — but if you do, you can contact Amazon’s customer service team for a refund or replacement. Should be contacted. But this is where things get sticky. If you choose a refund and use the discount, you will only get back the amount you paid. Since the 20 percent off coupon is no longer valid, you will now have to pay full price for the Colorsoft, whenever Amazon starts shipping it again. If you choose to wait for a replacement, you will have to wait approximately three to five weeks to receive the replacement model.

Waiting until mid-December might be fine for some, but those who traded in their previous e-readers are left without a device. Even if customers decide to use the refund to buy a new Paperwhite or basic Kindle, they can’t take advantage of trade-in promotions because they don’t have the devices to ship. Instead, they must pay the full price. According to multiple reviews on the Colorsoft product page on Amazon, customer service representatives have told customers that the original discount cannot be transferred to another Kindle. (It doesn’t help that Amazon’s new lineup of e-readers are more expensive than their predecessors.)

Since publishing this article, Amazon has fixed the issue. If you used your trade-in to get a Kindle Colorsoft and returned your device online without speaking to a customer service representative, you can contact its customer service department to ask about the discount on a new Kindle. Should be contacted. You will now have the ability to purchase a new e-reader at a 20 percent discount.

Some customers have had better luck. Depending on the trade-in, Amazon will sometimes credit the gift card to your account immediately as long as you ship the device within 30 days. Some kept their original Kindles until they could get a new one, while one customer was able to get an extension on their return. Quick Pay seems to only apply in the US — on multiple Reddit threads, people in the UK say that Amazon requires them to evaluate their devices before receiving trade-in credit.

I didn’t experience yellow bars or discoloration on my review unit, but I had a few other concerns about Colorsoft. The color screen is impressive, but constant refresh for rendering colors and load times are a bit annoying (this is a problem for most color e-readers). It’s also very expensive, costing $80 more than the Paperwhite Signature, which has the same features except for the color screen. Colorsoft doesn’t have a page-turn button or stylus support, so it doesn’t feel like a good value either.