Sounds like you're getting a bit of a runaround heatherlynn
I'd go one step further than Blossom's suggestion and not only return it for a refund, but give your local Staples/Best Buy one chance to get it right and if you don't end up with an acceptable Paperwhite from them, give it up and either wait to see if they come up with an improved model towards the end of the year, or consider giving the Kobo Glo a try.
I love my Kindle and have never had any problems with Amazon, but if I'd went through four attempts to get a decent PW without any success, I'd be inclined to take my money elsewhere, and let them know exactly why - especially with the response you got from the last person you deal with at Amazon.