I received a Kindle fire as a Christmas present. It was not charging properly. I contacted Amazon and they immediately sent out a replacement and the necessary paperwork to return the damaged Kindle. The contact person was pleasant, thorough and helpful. It was easy, painless, and quick. I love my Kindle Fire. I order a lot of books and music through this company and am never disappointed. They want to make sure your order is delivered promptly in excellent condition. They certainly have earned my customer loyalty!