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I have some sympathy for Major General. Perhaps during manufacturing the device was unduly stressed but this did not show up until later, after he had received the device. After all, if damage may not show up until after several days of the original cause, why not until after several weeks or months? Perhaps someone in the shop dropped it? Unless the customer admits to being the immediate cause of the damage, it is good customer service and PR (but not good finances) for the manufacturer to replace the device. Kobo have to compete with Amazon in this, so they have weigh up the pros and cons.
Or perhaps the reader was stressed when Major General put it into the case? Is hardware acceptable that can be so easily damaged?
I happened to drop my Aura HD yesterday, about 2-3 feet onto carpet; it is in a slim fit case and fortunately there is no sign of damage....yet! Fingers crossed!
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