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It's very difficult for small companies like Bookeen to provide international support by phone. Can they assume that all their customers will speak French? If not, how many languages does the person who answers the phone have to speak? Dealing with e-mails is a lot more straightforward. Because e-mail is not 100% reliable, I too generally give it 24h and then re-send. I've always found Bookeen's support to be pretty good at answering - if you've waited a week with no reply, I think the most likely explanation is that your e-mail didn't reach them.
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