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My mothers kindle was replaced in 24 hours from Texas to Canada after I got the right customer service person on the phone.
It did take 9 days from my first call though.
Steps to go through to determine problem, then they told me they would ship it and I waited 7 days before calling back and the first ship order was never entered. (Also had to go through diagnostic stuff again)
Still I was overall pleased with the result and my mother was thrilled.
Helen
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