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First thing that comes to mind is a bad battery -- they're rare, but they have cropped up here and there. You've done all the right things as far as trying to charge it, that takes care of most things, unless the battery is genuinely dead.
I'd suggest you call the support folks and explain the gift thing. They ought not have a problem with that. If they do, go for a supervisor, they usually have the discretion to interpret the policy some. It may take a few tries to actually get one, but it's worth it if the regular answerers can't help you.
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