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I agree they probably track calls however can confirm that it may not necessarily impact the outcome of future conversations.
I called for a second time today with more details on my original problem now that I have sighted my damaged Kindle. The guy was super helpful (as expected) and I was offered a free replacement and free postage. There was no reference to my previous call however i'm sure he looked at my call history.
Moral to the story...don't ask about whether your unit can be serviced / refurbished. Instead let Amazon make the suggestions and hope you will get a "let us replace that for you".
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