I couldn't really understand the caller's problem with his ebook account. But I was determined to help the caller instead of finding my colleague who does the ebook classes.
The customer said that the book got deleted from his kindle just one day after he downloaded it. He thought he'd need to re-request it and wait in line again, and could I move him up in the line.
I had him go to manage my kindle on Amazon and re-send it to the kindle. It worked, and he said YOU GO GIRL!!!