It's not absolutely awesome, but when you compare the competition, and look at Amazon's generally fantastic customer service, it does come out pretty awesomely for the consumer. Now and then I get riled up that I can't give my finished eBook to someone else, but then I remember I have Calibre and Google so it's not a big deal. (And once, when I had a problem purchasing on Amazon, I just downloaded the book and bought it a couple days later. DRM isn't really a hassle in practise.)
Publishers did it to themselves, being idiotically worried about piracy, instead of pushing for standards and selling directly. They gave Amazon the market out of their own stupidity. So you can't blame Amazon for picking up on that.
Maybe one day Amazon will turn around and act hostile towards customers, but so far, everyone I know has had only excellent experiences (OTOH, my overall Amazon spend is sorta high, so maybe I've got a gold star on my account). Even on the earlier Kindles, they'd overnight me replacements for damage; once they even sent an extra one and were sorta confused when I tried to return it (I hadn't paid for it).