Good to hear it all turned out fine for RangRang.
The real problem with all these things is an absolute absence of trust between the Customer and Firms in general. And the reason that distrust exists is simply because the majority of Firms are EXACTLY like RangRang described.
That said... maybe RangRang has a pet cat and she sat on the device and RangRang never noticed. I wouldn't be suprised that most of the cases where people find their eReader suddenly unresponsive with a broken screen are indeed caused by Pets simply sitting down on these devices. They tend to be slightly warm when put aside right after use. Just the type of things cats love to sit on.