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There must be some information missing from this story.
So a few questions, just to be certain of the basics:
*) What are the first for characters of the Kindle's serial number?
(There are a few special cases of Kindle models.)
*) Has this Kindle ever been one with "special" store screen savers?
(Hmm... Waterstone, Winterstone, some "W*" store name in Europe.)
*) Has this Kindle ever been one of the "Special Offers" Kindles?
(It is possible that Amazon has a database error in the SO removal.)
*) Has this Kindle ever had Doukan installed on it?
(Even if it has been removed, this might make a difference.)
*) Look in the "settings" device info section and tell us exactly which firmware version is currently installed.
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