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The only issues I have had with them have been books with errors. I have learned, and what I do now is provide a) a full but succint narrative of things I have tried which they might suggest, such as re-downloading the book and b) copious proof, in the form of screenshots right off the ipad, showing the errors. The last time I did this, I got a reply within 24 hours agreeing that the book had issues and refunding my money. I did not have to go to level 2 or email a higher-up.
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