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@Heather: You are definitely not alone in the issues you are having. I did not detail my saga with defective iLiads here, but I am currently on my third device. After six months, my first succumbed to a display defect (a thin persistent line) which I might have lived with but suspected it was only the harbinger of much worse things, so off it went for repair. It returned with a newer display with enough ghosting to make jealous a haunted house. Again, off it went to Germany, to be replaced by another device with a faulty battery meter and lousy battery life (wouldn't hold a charge). Sigh. Off that iLiad went. Finally, I received my current device, and while #3 will never hold the special place in my heart that the first one did, it seems to be behaving normally, for an iLiad (6-8 hours battery life?). Therein lies my current disappointment. In the long absences of the iLiad, I controlled the withdrawal symptoms by using the Sony Reader with its superior power management, and now I'm torn between two devices... a story for another post. Overall, my experience with iRex TechSupport and the repair process was actually very good, but patience is definitely required. Fortunately, it was under warranty and I only had to pay customs duty once.
vranghel is correct about the process. A picture (or a video) is worth a thousand words.
Good luck, Heather!
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