I've heard that Amazon's Kindle customer service is usually pretty awesome, but this has been my first contact with them, and they really did go above and beyond all of my expectations!
I dropped my Kindle on the train, and even though it doesn't show any outward signs of damage, it's now freezing very, very occasionally, and refreshing the page / clearing my text when I enter notes. A little frustrating, but not a huge deal, so I jump onto the chat with support staff to see if there's anything I can do to fix it up.
The lovely gentleman I spoke with immediately issued me with a free replacement Kindle!
I knew that they're very kind about issuing replacements, but I had expected that without any outward signs of damage, and with a Kindle that is still usable for all intents and purposes, I'd just be given some "care for a stroppy kindle" advice.
This just wowed me. I guess now I get to wait for my new kindle in the post! It'll feel like getting a brand new toy, and I didn't even expect it!
This is why I love Amazon. This is why I recommend the Kindle to everybody, even people who love ePubs and hate stripping DRM from other stores. Amazon is worth it.