i also am having problems with pocketbook's customer service. I've been trying to contact them for the last two weeks, but they don't answer their phone or return their emails. I have a pocketbook 360 plus. I thought the firmware update for the 360 was for the 360 plus since they look identical on the pocketbook page and the older version of the 360 is displayed on the first page of the support site on the american page. So I was able to load the firmware, but now it doesn't start. I have tried everything to no avail and now would like to get some help from the "experts" but it has been frustrating to say the least.
I do have a pocketbook 902 as well and am loving it. I am a little weary now to do anything with firmware updates though.
Good products, bad customer service in my opinion...So hopefully nothing will go wrong for you if you have one