Bests & Worsts Reviews from Amazon

Got this as a gift and got a defective one right out of the box. The touchscreen would not work consistently and stopped working. The day after I opened the Kindle, I called customer service and the troubleshooting did not work. Amazon seemed to handle the issue really well and immediately said they would send me a new one Kindle and apologized for the inconvenience. Two days later my Amazon package came and I was completely surprised and dismayed that they replaced my brand new but defective Kindle with a refurbished one?!? The new version has only been out for a month--I'm surprised they even have refurbished ones. I was even more disappointed when I called Amazon's customer service to address the issue and was transferred a total of three times over 30 minutes and then had my call disconnected, and then when I called back, was transferred another three times over another 20 minutes. Long story short, Amazon said their policy is to replace with a new or refurbished product. I pointed out that had I known that I could have just returned the defective item and repurchased a new one. The overseas customer service representative did not seem to understand my frustration or concern, and ultimately just gave me the paperwork to send back both of the Kindles. Word of advice, if yours is defective, just return it unless you are happy with receiving a refurbished replacement. I could understand if I had used the Kindle for 8 months and it stopped working or something, but this was defective upon receipt. I'm a die hard Amazon supporter, but this was just plain disappointing. At one point, the customer service representative told me she needed to verify that I actually received a refurbished replacement. My response? 1) the box is the plain amazon cardborad packaging and 2) the package SAYS refurbished!