Kindle customer service was excellent to me too - bottom half of the screen died and Amazon sent out a replacement device immediately, then made arrangements to collect my broken one, at their own expense. Unlike the iTunes store I was able to get through to the right person by following the instructions provided.

Its not too difficult to imagine edge cases where communication between the person taking the phone call and the person able to resolve the situation breaks down; that can happen in any large company. But then getting things resolved also requires good faith on the part of the complainant; filing chargebacks against a reputable company within a month of the problem isn't the best indication of this.