Now just to spoil the story, I'll skip to the happy ending for Nygaard: After taking her story public, Amazon saw the error of their ways and restored her Kindle library. Per our Conditions of Use which state in part: .uk and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at their sole discretion.Please know that any attempt to open a new account will meet with the same action. Instead, Murphy would only pass on this shrilly authoritarian boilerplate: What other account? Murphy wouldn't share that, either. A man named Michael Murphy with Amazon UK's 'Executive Customer Relations' told Nygaard her account had been determined to be 'directly related to another which has been previously closed for abuse of our policies.' Which policies? He wouldn't say. That's when things took a Kafkaesque turn ( as documented by her friend, Martin Bekkelund, on his blog). Those friendly phone-based customer support folks couldn't access Nygaard's account either, and she was passed on to 'account specialists' who only communicated via email.

Nygaard was pleased with Amazon's prompt service, she told us, even though this was her second Kindle to fall victim to 'stripes' on the ePaper screen.īut when Nygaard attempted to log into her Amazon account the next day, her account was suspended - and with it access to her library of 43 books. (I live in Norway, but have a friend who lives in London.)' They could only ship the replacement to UK because it was originally purchased there, and I told them I would find an address the next day. 'Someone immediately found the Kindle in the system and told me they would replace it free of charge. 'Two weeks ago my Kindle started showing stripes on the screen and I contacted Amazon support,' Nygaard told NBC News.

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