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You can still get Amazon CS to call you - you could be a US person travelling overseas! Or email them using your account. If their suggestions dont work, then they will send you a replacement (again, you could be travelling) to your address in Malaysia. And if they send you a replacement, ask for a credit of shipping costs to your account as it it a warranty issue (allow $35 postage)
When you did the 20 second thing, you need to make sure your kindle isnt attached to a power source. I would keep trying that, and count exactly to 20 seconds before releasing the wake switch.
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