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Update:
Just received second "like-new" replacement. Also with scuffs and black mark on back! I don't know what is going on at Amazon. But I did get resolution today after going back on chat and and this time I told them I was very disappointed after receiving two very "well-used" appearing "like-new" replacements, and that I now wanted to escalate for a refund, and just buy it again new. (Because, after all, my cracked Kindle was only two months "old" and had been treated beautifully).
So, the chat person I got was very helpful this time (I had asked to get put straight onto a supervisor, but this was not needed in the end), and my original, cracked Kindle is now on its way back to Amazon with the cover. So I am getting a refund for both.
I originally purchased them using a trade-in and also got 20% off at time of purchase. They are refunding me my trade-in value, and will give me the 20% off the actual replacement one I purchase ("as a courtesy").
So, right now, I do not have my gorgeous Matcha Kindle. I also have sent the first "like-new" replacement back, just awaiting confirmation of this from Amazon. Then I will be sending the second "like-new" replacement back. (Doing it this way, because it is very confusing for me, tracking all these Kindles in my returns).
In the meantime, I'm reactivating one of the first Paperwhites and going to try use it and send some books to my Kobo Clara. (I really like my Kobo Clara - it's dinky and has lovely fonts etc. However, the line spacing growing and shrinking depending on whether italics are in the text or not, bothers me.
TLDR:
Amazon are finally going to give me a refund for my cracked Matcha, and for the official cover. I'm pleased with that outcome, although I wish I hadn't had to fight so hard to get it.
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