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Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.
Sorry to hear you’re having trouble, Alice.
What specific model do you have?
You can go into the kindle menu under tools/settings, then about/device, and tell me what you see for model, serial, and current software version.
The update is done via your computer, but I can help you through the process.
I'm here, please reply just once though and give me an opportunity to reply, when you keep sending more messages you get lost in the queue and I don't get them.
Yes, we can pick this up tomorrow. Let me know when you're ready. I'm on west coast time though, will be here after about 9am.