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My FIRST Kindle had a bad habit of having to be reset (pulling the back cover off and pushing something in the little reset hole) about every third time I would turn it on. I called customer support and they did the "have me reset it while I was on the phone" so they could download my boot logs or something. They emailed me the next day to confirm that it was broke. (I knew that but they needed to confirm or something). They sent me a return address with the email and two days latter my new Kindle arrived overnight mail! Absolutely the best customer support experience I've ever had. I was totally astounded at how quick they were to respond and have no complaints. New one works just fine.
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