Ouch!
I'm so sorry you had to go through that, Barefoot! Especially if it is your first ereader. Mine have been such a joy! I have had no trouble with either of my Sonys or with my eDGe so I can't offer any personal insights into customer service. My husband has a Kindle, but again, after a year and 3/4s, no trouble.
I wish you the best of luck, and hope you find a solid device you can simply enjoy!