Harry,
Actually I cannot really say I've had bad experiences with them - they have yet to answer any of my emails so I guess I've had no experiences with them at all.
I've emailed them a number of times over the last week and a half to ask questions about product details, availability, delivery time frames etc and have yet to receive a response.
I emailed NAEB earlier today to ask a question and had an answer within the hour - now that's customer service.
You might say I'm impatient only waiting a week for a response to a query, but I don't think its unreasonable to expect an answer to a simple question within say 48 hours. Especially when I'm trying to make a purchasing decision and may go purchase a competitors product.
Bookeen have a great opportunity here to establish themselves as one of the pre-eminent brands for ebook readers, but from what I see and read it seems that they're squandering it. Normally I like dealing with software and hardware startups as they provide great support and service - it doesn't seem that this is the case for Bookeen.
I'm happy to be corrected on this - I'm most likely going to by a Cybook from NAEB so some reassurance that after sales support is good would be welcome.
Sean