Agreed -- I had a similar experience with my wife's original Kindle Fire. I got a prompt callback from someone who knew what they were talking about (not just s

Agreed -- I had a similar experience with my wife's original Kindle Fire. I got a prompt callback from someone who knew what they were talking about (not just someone obviously walking through a script and telling me to do things I already said I had done). When it turned out to be a problem with the device, they made it stupidly easy to replace the device. I'd much rather deal with good phone support with little hassle than have to trek to a mall to get to a store where I can talk to an expert. Sure the face-to-face support is probably more comforting to some, but many people in that camp probably wouldn't feel comfortable buying such a device online to begin with.