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Why would any customer of kobobooks.com even look for some other site for support? I know they even respond on some of the boards out there (many odd ones, like "getsatisfaction"), but what consumer would even think to track those down? Better they take their limited resources and wall off the high school kids they have working for them (and playing on all these social sites) and make them respond to internal emails off their own site. Or, have their own CS link go to the site they are on in the first place.
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