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They swapped the unit out for a brand new one. BUT... I get the new one home, and after rooting it, and loading all my apps and books on it, I found that there was a problem with the cable. It would charge from the wall, but wouldn't be recognized by my computer. I tried another cable, and the computer recognized it right away. So the next day I bought that unit back hoping to just swap out the cable, but they called their tech support and they wanted to mail me out a new cable. I refused, and they wouldn't allow them to just open a unit and swap the cable. I told them I wanted a refund, and I'd go to Best Buy and purchase one there, and the manager decided to just swap the unit out for another new one. So, now I'm on my THIRD Nook Color now! So far, so good.