I officially hate Kindle support. I bought my KindleHD on December 19th, and had it overnighted I spent 2 hours on chat with Kindle support on the 20, and 4 hours on the 23. Half way through the session on the 23, it came to light that the person doing the trouble shooting had no idea what he was doing ( he was trouble shooting my original kindle and told me that since I bought it a year ago, they would do nothing for me - despite my having bought the 2 year extended warranty) I asked repeated for a supervisor, he refused, I asked 4 more times for a supervisor before he agreed to give me one. Supervisor was appraised of the situation - took me through the same steps the first guy did and concluded that I had to reset to factory defaults anytime I wanted to connect to the web and told me to return it. They would refund my money but not replace it. If I want a kindle HD I have to wait for the return to process and reorder it.