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It takes personal time to sell a product like this. And that time costs money. You have to have enough sales people to be able to spare one to talk to a customer for fifteen minutes or more, and you should pay that person a few bucks per sale. Which means, if you get the service you want at a B&M, you'll pay more than you'd pay from an online retailer.
The public has chosen low price over service, so the chances of finding anyone at a store who can speak knowledgably about any ereader is slim unless they happen to own one.
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