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But, I share others' concerns about their long-term viability - although for different reasons. My main concern about Kobo's viability is how @$#%)@ it is to use their website for much beyond finding a book you already know about. Their search is abominable and actually got ***worse*** not too long ago - unless you put things in quotes, you get mostly listings that have scant relationship to the keywords you entered. And, they have no advanced search function, and only very limited ability to sort search results. If they'd fix these things, I'd be more optimistic about their future.
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Agree 100%. Not only is their website dreadful, their customer service is lacking too. One book I purchased was completely blank when opened. After contacting CS by phone I was told Kobo would "investigate and reply via email." Two weeks later and no response. Another phone call to CS to start all over again. Another two weeks passed and I finally received an email confirming the blank book and offering no refund, only a store credit. Not only that but, out of curiosity, I downloaded the book again from my account nearly eight months later and they had not removed it from their site -- it was still blank!
A second book I purchased was a completely different title and author from the one I purchased. Of course, I did not discover this until I opened it. This snafu required two separate phone calls, my valuable time and resulted in another delayed response ("only" one week this time). A refund was submitted with promises to fix the website. I never checked and never returned.
Some love to hate Amazon but their customer is outstanding. Heck, one can even return a book for an instant refund.