Amazon

Full review
My wife and I are dedicated Kindle fans and Amazon customers. They released the new line of Kindle's this week which made us both happy (it's the best e-reader out there and improving it even more is terrific) and a little frustrated. You see, my 2nd Generation Kindle is only 18 months old and is now 2 generations out of date. My wife's Kindle is a 3rd generation and less than 7 months old.

I suggested to Amazon, through a web form, that they initiate a buy-back or loyalty credit program to allow 0Kindle owners to upgrade. I was a bit frustrated when I got an email response saying no, apparently from a call center in India.

The form asked me if I was satisfied with the response. I clicked "no" and within 5 minutes, Amazon called me on my cellphone. I calmly explained my idea and the frustration of the very automated "no" response and they took everything I said on board.

While they don't have a buy-back program, they gave me 2 x $40 credits to use against new Kindle devices. I should explain that I am an Amazon Prime member and that I do spend a couple of thousand a year between books, e-books, gifts, movies and electronics on Amazon, but they impressed me by responding well.