Floating Body Parts?

First, a note about good customer service, since I complain when it's sub-standard.I had a hardware failure with my e-book reader. Given that I'm out of the country it's a bit of a bother, since I don't have access to my normal library of reading materials. I emailed their help desk, and within hours got a return message saying they would ship me a brand new unit. It won't do me a lot of good