I've been a prime customer for many years and have always found the customer service to be excellent. There has been an incident or two when they asked me more questions than I liked about a return. I seldom return items and when I do it's for a defective item. I don't return items because I discover I don't like the item. My wife's Kindle Paperwhite 3, which we bought late June of this year, has stopped holding a charge. Fully charged today and dead as a doornail tomorrow. Called Amazon and they said I had to return the item before they'd ship a replacement. I pissed and moaned but that's all the csr would do. I called again and that csr confirmed that is their policy. Not only would they wait to get the defective kindle, they would attempt to repair it before sending me the replacement. I continued to piss and moan and the csr was able to make an exception and they are sending out the replacement today. I notice in my Orders that's it's a refurbished kindle. This is so far from what they used to do. "It doesn't work? We'll send out the replacement today and we'll overnight it." I guess those days are gone.