I loaned an in-warranty Kindle 4 to a neighbor with a book she wanted to read and her dog scratched the screen. I called Amazon in hopes of getting a discounted replacement but they insisted on replacing it under warranty even though I explained that it was user damage (if the dog can be considered a user) and no fault of the device.
I got a free replacement, which I've since given to a neighbor who is still using it.
Amazon had no need to do that and it could be that the support lady was just having a good day and felt like celebrating. I don't know. But given that experience it can't hurt to call and give them a chance. Maybe you'll get a support person whose having a good day.
Barry