We're on holiday here in France, so that's probably why they or rather "she" hasn't answered yet.
I recently had a problem with my Opus (I let it fall ...) and the service was great. the young woman who does the after sales service is adorable. I went to their offices. It's amazing to think such a small place is competing with Sony and Amazon.
The service I had was perfect, my Opus was actually replaced
Kudos to Bookeen!