My mother called Amazon after her Kindle2 was having problems, and Amazon next-day shipped her a new one.
I called Amazon after my wife's Kindle 2 had an issue with the device's plastic shell wherein if you put pressure on one spot, it made a popping noise when you let go. Amazon also next-day mailed a new one to us.
Neither my parents nor myself have Amazon Prime or anything, so this is all on Amazon for just being plain awesome.
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