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I recently used the Chat on Amazon to ask how to re-download a book I'd already bought when I don't have wifi. The first person I spoke to found it hard to comprehend that I don't have wifi, and her eventual solution was to refer me to the Cloud Reading device. I did ask her how to download from there, but she had no answer to this.
After playing with the Cloud thingy for a while, trying to redownload the book (which I'd been told to do while trying to open it in the Kindle 4 PC software), I realised this wasn't going to help. So I recontacted them.
The second person I chatted to was much more tech savvy. He immediately understood what I was trying to do and told me where in the Manage My Devices thingy to choose Transfer Via Usb. Apparently I'd been looking at the wrong set of 'buttons'. Problem sorted.
There does seem to be various levels of expertise depending upon the issue. I think the janitors are there to ascertain the issue; the problem is that they don't then pass you up the chain when it's something they can't handle.
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