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Iin my experience, Amazon's CS is superior. I bought a Kobo Aura in mid-July and it was defective. I put in for a replacement on Aug. 4th and found out on Aug. 29th (after weekly calls and reassurances) that they never even sent it. I asked for a refund. It took almost two weeks to get that approved of then I had to pay out of pocket to return the Kobo. I finally got the refund on Sept. 19th.
I had a problem with my Kindle and Amazon sent me a replacement the same day. I reveived it two days later. There was an issue with the replacement so I shipped both defective kindles back (at no cost to me) and they are issuing a refund so I can buy a new model.
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