I've found Amazon's Kindle support to be the best of any company I've ever dealt with. I wish B&N was as incompetent as Amazon.
The trick to getting the best people at Amazon is call during business hours. At certain times they farm out their support. Call Monday through Friday during normal business hours and you're sure to get their own support people. Also call or chat, don't try to use their email support. It's not that great.
And be sure you talk to Kindle support and not Amazon support. That makes a huge difference. Who knows, you might even get lucky and find someone who knows more than you.
Barry