I bought my wife a Simple Touch for her birthday back in November. She loves it. So much so , I bought one for my mom and older son. They love it. Recently, my wife's Simple Touch began loosing charge prematurely. Finally, I decided to contact B&N. Did an online chat. They went through resetting the device, but as I expected it was hardware. They gave me the choice of an advanced exchange (3 days) or I could swap it at a local B&N (which we did). Less than 2 hours from when I contacted B&N, my wife had a fully charged fully functional ereader again. That's about as exceptional service gets these days and a way to take disapointment in a failed device and turn it around into a loyal satisfied customer. Amazon may ship fast, but not even close to this.