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My kindle screen went bad and I called CS and within 5 minutes they submitted an overnight order for a replacement. When it arrived, there was no indication it was refurbished. I did not discuss with the CSR if it was refurbished or not and don't really care.
However, it wasn't a completely new retail package. It only came with the usb cable. Again, no problem.
After about 20 or so days, when I still hadn't returned the old one (I'm a procrastinator), I received an email reminding me to return the old one or I would be charged for it. I returned it. Even if they let me keep it, it would have only been a paper weight.
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