[anfisco]

I bought a Kindle keyboard, and later another for my wife. Alas! I accidentally trod on my Kindle. I was fairly sure that it was out of warranty, and I sent a request to Amazon asking for advice about repair or replacement. The reply insisted that I phone the company.
I did this, and was told - amazingly - that my Kindle was still in warranty. I emphasised that the damage was caused by me, not by a fault in the Kindle. The service representative put me on hold a couple of times, perhaps checking with his supervisor about how generous he could be to this clumsy Australian, but eventually told me that a replacement Kindle would be on its way, at no cost to me.
The anticlimax was that the replacement had a fault, not charging correctly and ultimately freezing. A further call to Amazon resulted in a (free) replacement replacement, which is working fine.
If customer service is a criterion, Amazon rates very high with me.