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I'm ready for the answer
Great... glad you could join. First, I'd just like to establish which model/generation Kindle you have there. Do you recall the approximate date you purchased or received your Kindle (month/year is fine)?
It's a G3/Wireless that my wife got me about a month ago
Thank you... first thing, let's try a standard reset. I'll walk you through:
The reset procedure for your model Kindle is as follows:1) Unplug your Kindle (if it is plugged in).2) Slide and hold the power switch for at least 20 seconds.3) Release the power switch and wait.4) Your Kindle will go blank and the screen may flash on/off a few times.5) After a few moments, the reset should be complete and your Kindle should power on. Important: it's imperative that you hold the switch long enough (20 seconds) in step 2. If the button is not held long enough, it won't trigger the reset.
How is it going?
It appeared to try to reset, but the problem did not clear. The screen looks like it did before, but somewhat lighter in shade
Ok, as I suspected, that means the screen has failed on your device. I'm sorry that it has failed so soon (since you just purchased this Kindle a month ago). They are normally very reliable, but this does happen sometimes. Let's get you setup with a new Kindle. What you need to do is just give the service department a call at toll-free: 1-866-321-8851 and explain the screen issue. Also explain that you've had a technician walk you through and verified a failed screen. They'll then make arrangements to get a new replacement device shipped out. They don't bother with repairs. When you get your new device you'll return the old device in the prepaid shipping box...
...your books will also be restored once you setup your new device, so you will not lose your purchases.
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Thanks for your help