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I just called and had a wonderful experience with them !! A customer service rep called me immediately and walked me thru the trouble shooting process and determined that it was the kindle that was defective....they are sending me a new one in 2 days !!!This is my daughter's 2nd defective kindle which has been a little annoying, but we purchased a 2 year warranty and it has been well worth the extra cost !! hopefully the 3rd one will be the charm and not defective as well!! As far as customer service goes, she was great !! I think her name was michelle!!


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