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Fire tablet has screen sharing feature (at least in US). If you initiate the call from the Fire (call me option), you can show them the problem in real time. Assuming it is a problem you are having on the Fire.
I only email with suggestions, not problems. Or problems I don't expect a quick solution for.
I have had horrible chat sessions with Amazon CS. I'd rather talk, you get their full attention that way (the chat people are multitasking).
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