I totaly agree. haven't send them any mail though so about the handling of support I can't say a word.
But they should communicatie more.. simple entry's on the official bookeen blog or on the shop site are so simple.
Now we can only guess what's happening.. I already gave up and don't think my christmas present will be here on time.
About the Creditcard charge.. are u sure ? because that would be really ugly indeed.. I don't want them to charge me if the things isn't even produced yet.
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