Bests & Worsts Reviews from Amazon

I love ebooks but at 14 months, under light use, good conditions, good care, this kindle froze permanently. One morning it worked, that evening it stopped. There was no special event (it wasnt dropped) that would have changed its status, it just stopped working. In my opinion this is a hardware defect. By Google search I found this isn't uncommon and when it happens they become bricks like this one did, and Amazon doesn't cover this problem.. Amazon's "Kindle Support" responded by offering me a new replacement which at first I thought was great until they revealed the price of the replacement: $189 plus tax and shipping. In other words they were selling me a new one. Amazon's normal customer service cannot deal with any Kindle complaints so there's absolutely no way to get normally high quality Amazon customer service. They just transfer you to the overseas kindle department. If you buy this expecting a normally high quality Amazon customer service experience just be aware it doesn't exist for this product. They farm it out to overseas departments whose job is purely to let you down and sell you a new one. They explain the warranty is for 12 months so at 14 months its out of warranty and there is no coverage and no way to repair it, and they try to sell another one under the guise of a discount. At $199 I would think you could rely on getting more than 14 months especially under light use. If there is a hardware defect issue - and I believe there is - then I would expect Amazon to step up to the plate and replace their defective product. It's one of the worst customer service experiences I've encountered. Therefore I would not recommend this product.