I’ve returned a fair amount of things to amazon. I had previously even received actual incorrect products in the packaging of the product I ordered (someone probably returned them to amazon as a scam) and I was able to return them without question. Easy peasy.
When I tried to return a Kindle Paperwhite that froze up every couple hours however that was a different story. I wasn’t allowed to just return it, I had to talk to support.
First call they had me powercycle it and told me to call back if it froze again. It did. I had done this myself to get it unfrozen many times.
Second call they had me factory reset it and call back if it froze again. It did. I had already done this myself.
Third call they ask “is it frozen right now?” It wasn’t. They tell me to call back when it is frozen.
Fourth call, I have it frozen, they ask me what I see and tell me to tap things to which I explain I cannot, it’s frozen! They then have me power cycle it and try to insist that that fixed the issue. I explain no, I have had this happen like 40 times now. I explain the process I’ve been through with support.
Finally they agree to give me a return authorization!