RE question:
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Are they paying for you to ship it back, or is that at your expense?
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According to the e-mail instructions I received, I can print out a mailing label through a link they sent, so Amazon is paying to ship back the Kindle.
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Overall, both Amazon and Kobo's support for their devices seems to be really top-notch
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I'm glad to know that support is generally good with Kobo because despite this excellent experience with Kindle support, I am seriously considering the Kobo for my reader. Although I am a heavy Amazon user, I like the simplicity of the Kobo and the Kobo store format.