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This thread is making me so ANGRY!
In the UK, warrantees, guarantees etc, have very little standing in law; they are over-ridden by consumer laws, mainly that an item should be fit for purpose. In the case mentioned by the OP, actions on the part of Amazon have prevented his enjoyment of the Paperwhite he bought from them. If Amazon practised good consumer relations, they would ask for the return of the Kindle so that their engineers could determine the cause of the breakdown, meanwhile, they should give the user a goodwill gesture of a newly manufactured (preferably) or at least a refurb Kindle. Then the owner of the Kindle would be likely to tell people how great the customer service is.
As things now stand, if this was in the UK and I were the owner, I would take Amazon to the small claims court. This may cost about the same as a new Kindle, but think of the publicity! On receipt of the summons, I imagine that Amazon would be very quick to pay out much more than 15%!
For those who aren't aware, Small Claims Courts are a cheap way to retrieve small amounts of money or fight consumer issues of a small amount. I was once taken to one for not paying an incompetent vet the grand amount of £34.
My personal experience with Amazon help has been okay, but I've not (touch wood) had a Kindle issue. I have, however, noticed that the people you deal with vary greatly in competence.
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