Bests & Worsts Reviews from Amazon

We received this kindle as gift for my daughter. The kindle was great and it was wonderful tool to encourage reading. About a year and half after we purchased the device it broke. The screen is frozen and the device does not respond. No worries, right? It comes with a warranty. We called Amazon at 1-877-453-4515 to file a claim. The experience was one of the WORST I have gone through. They tried everyway not to complete the claim. I waited on hold for over 55 minutes. I was told that I only had 1 year warranty. It very clearly says in the order form that it comes with a "Worry Free" 2-year warranty. The agent could not explain the warranty process and was very difficult to communicate with. I asked for supervisor and had very poor connection I could only understand every other word. I was told that a email will be coming my way and something will happen in 2-3 days but I have no confidence that it will. Update -12/1/2017. I received a note from customer service on 11/21 from Nick C indicating that they would call me back once the replacement was processed. It is now December 1st and there has been no communication or update. I've been on the phone with Amazon Kindle service for over an hour. I was still told that the item is out of warranty even though it was purchased in 2016 and the warranty is 2-years. I've invested over 3 hours at this point in terms of trying to file this claim. I'm still on hold but told that they will process a replacement.