I am writing to express my utter disgust and sheer disbelief at the appalling customer care I experienced earlier today at Best Buy's flagship store in Union Square, New York City.

I was given an Amazon Kindle as a birthday gift and my friend also purchased the $20 two-year protection warranty for me.

I only began using the Kindle a week ago and it has only ever been in three places: my coffee table, my laptop bag and my hands.

Yesterday evening I took it from my laptop bag and discovered strange lines across the screen making the text unreadable.

This morning I took it to the Best Buy store in Union Square and was directed to customer care. After waiting for the employee to finish a conversation with her friend I was directed to Geek Squad. The man who served me there kept insisting I must've dropped the Kindle. I told him that I had not but still he wrote on his form that the screen had suffered impact. He sent me back to Customer Care.

It was here that after an exasperating conversation with a customer care "specialist" I asked to speak to a manager.

After repeating my story for the forth time, I told the manager that I had my gift receipt and the $20 two-year warranty. She told me that the warranty doesn't cover screen defects. What is the point in buying the warranty if it doesn't cover the one most important thing? It's like having life insurance that doesn't cover death.

Best Buy is no different from the mafia extorting protection money from innocent people. There is simply no point in buying insurance. It means nothing.

The manager was unsympathetic and cold. Her attitude was very defensive. I found her company loyalty ironic as the bigwig's at Best Buy couldn't care less if she lived or died.

My experience ended with the manager telling me there was absolutely nothing she could do to help. So now I'm stuck with a broken Kindle that only gave me a weeks' worth of reading.

I have been shopping at Best Buy for years but now they have lost a customer forever over the price of a Kindle.

I will never shop at Best Buy again and will tell everyone I know not to.