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Hi my name is ***** ***** i will be assisting you today.
Then kindle must be powered on.Press and hold down the power button for 40 seconds and not less than 40 seconds
wait for 2 to 3 mins after it shut down complete by following the 40 seconds reset.
Please try this process for at least few times may be 2 to 3 times.
In case the given steps doesn't work then perform the steps given below - This will be a force reset process
Connect the USB cable provided withe the kindle to computers usb por only one end and do not connect the other end to the kindles usb port.Now you have to hold down the power button for 35 to 40 seconds on the kinlde.While holding down the power button sill pressed connect the other end of the plug to the the Kindles usb port.Release the power button and let the Kindle be connected for 2 to 3 minutes and try to turn it on by pushing the power button for exactly another 30 to 40 seconds.
The process of getting to the advice was perverse. Your reply to my wife's question did not turn up until I began to close down the screen.
Once we had seen your reply and followed the instructions things got better and now the kindle seems to be working. How long for......?
I am going to register this as bad service but only because the process was complex and extremely frustrating.
Although we had to enter her credit card details twice I trust we shall only be charged £28 for one completed transaction.