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To add a brighter note to this thread: I recently bought Cryoburn by Lois McMaster Bujold from Baen. There were some minor formatting problems, so I emailed Baen Customer Service. I got a response within a day or so, the problems were fixed, and I can download the updated version whenever I want.
I know this is exceptional service, but it's a good example for the rest of them to follow. Would that the big publishing firms would follow Neil's advice and have some of their staff join the forum.
Regards, Alex
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