Earlier this morning I decided to take my Kindle 2 outside for the first time. Unfortunately, it faded very badly. It was almost impossible to read. I called CS and initially spoke with an agent that seemed well informed on the issue. She said that they are now aware of the problem and are investigating it. She also said they have had many unhappy customers who had returned for refunds so they are now rather treating them as defective and replacing units for those who are affected. I took it that they were denying people replacements at some point. Unfortunately, my iPhone dropped the call with her so I had to call back. The next rep wasn't at all informed on the issue and initially said I could return it for a refund. I told him about my previous conversation and after a few times on hold finally have my replacement en-route. I'm pretty pleased with CS but it does sound like the need to make the issue better known to all their reps.