Note: I don't know whether this actually made a difference, but when asked whether I would permit recording of the call for quality assurance, I chose not to. She was able to remove the ads, but repeated several times that it was just this one time only, as a courtesy. In my case, she excused herself, saying she wanted to check something. You could also mention that you don't see the Special Offers option and were forced to call them.If you can't use the age of your device as an argument, but are a current Amazon Prime subscriber (and maybe have been for years), I'd use that as an argument instead.When she said they used to remove the ads for free, but were not allowed to anymore, I repeated that this was disappointing, given the age of the device.When she replied that she didn't have another option, I argued that I had seen reports online where Amazon customer service had removed ads for free as a courtesy.When the agent mentioned the price to remove the lock screen ads ($15) I said that was a steep price, considering the device was five years old.Here are some talking points, some of which worked for me: The agent asked for my email address and mailing address to confirm this was my account. You can choose phone or chat I went with a phone call. You can check it out, but skip to talking to a real person. This will bring up instructions to remove them yourself. Log into your account, switch to Devices, choose your Fire, and under Tell us more, select General question about the device/accessory > Special Offers/Ads as a screensaver on device. For the U.S., it's (206) 922-0880, but they will also call you back if you're in the US and use this support form. Find your local Amazon Fire support form or hotline.
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