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I agree that Amazon's customer service is excellent - as this example shows.
But, really, Charlie's experience is no more than Amazon is obliged to do by law. I don't know how things stand in Canada, but in most European companies - and almost certainly in the USA and Canada - the retailer is obliged to stand by the quality of the goods they sell.
For example, here in the UK, the law says that goods sold by retailers must be "of merchantable quality" and "fit for the purpose for which they are sold". If an ebook has lousy formatting, to the extent that some people might find it difficult or unpleasant to read, it clearly doesn't fill those criteria. The retailer is obliged either to provide a suitable substitute (not practical in this case) or give a refund.
Ebooks are no different than any other product in this respect, and Amazon is no different from any other retailer.
Also, the fact that there was a three month delay between purchase and making the complaint doesn't change anything. Where a time limit exists, it's generally specified in years rather than months (six years in the case of the UK).
I assume the law in USA or Canada is similar to elsewhere.
I'm not suggesting Amazon is merely doing the minimum it needs to do to comply with the law. The company has often showed that they go well beyond the minimum in customer service. I'm just not particularly surprised when I hear stories like this one.
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