Hello and Welcome to JustAnswer.
What phone number did you use to contact support. If you charged your kindle completely and it's still giving you the same error, it has to be returned to either the store you purchased it from or Amazon. You can contact Amazon directly by clicking this link and clicking the yellow "Contact Us" button:http://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_support_uk?nodeId=200487800I suggest contacting Amazon directly as they have a great return policy and it sounds like your Kindle is new.
Let me know if I can help you with anything. Thanks.