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My gut feeling is that they did exactly nothing, other than reload the firmware and do a factory reset. The battery is charged to exactly the same place I noted when I sent it back (granted, looking at that little battery icon and coming up with an exact charge level is impossible). Still, the battery was right about 2/3 charged when I sent it in, and it's the same now. My gut tells me that if they had replaced the battery, I would see either a 100% charge or about a 25% charge. That is typical of other devices. But again, that battery icon is a very poor way to judge charge levels accurately.
Do other peoples Kindles randomly lock up? Maybe this is just the way they are, and I'm trying to get something repaired that is actually normal behavior. I did ask the first Amazon tech about that (the tech PRIOR to the chat I posted above). He seemed to agree there was an issue with my Kindle locking up. But Kindles are cheap mass-produced devices. And Amazon comes out with firmware updates quite frequently. I doubt that's much about adding new features, because they only add small amounts of minor stuff regarding features. One or two minor new features is not a normal release cycle for most software. More likely, they're fixing bugs and other misbehavior, but just aren't documenting that in the "What's New" announcements.
Other than these very annoying and disturbing lockups, I am happy with the PaperWhite. Mine has no other issues that I've run into yet. It's a great little device for the $89 I paid for it (on sale). I just wish it wouldn't lock up...
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