The lack of details make it tougher to side with the apparent victim here. I'd like to know whether she really did violate DRM in a meaningful way and the closure of her Kindle account was an appropriate response. I wouldn't go so far as the author and claim that DRM means you merely rent books from Amazon and they can be taken away at any time. This is likely something that affects a very small percentage of users and is like a freak accident when it happens, though according to radical skepticism, freak accidents may be much more likely than we intuit. However I agree that the response from the Amazon representative must have been very frustrating to receive and this would cause Amazon significant problems if the same thing happened to a large number of users. In the end I hope writing such articles about the problem helps resolve it before it does affect a large number of users.