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I've had a few instances where it took them too long to fix a problem. In one case, I purchased a book, and the download file was the wrong book, even after several different attempts at downloading. Seems like it should be a simple fix, they claim they had to get the correct file from the publisher (it was a James Patterson best seller, I cannot believe I was the only one with that problem), and it took them more than six weeks to correct it.
On the other hand, they were always responsive when I requested a status. I never emailed them without getting a response by the next day.
Jack
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