Well, I received a cybook back from Bookeen today and I must say that I'm impressed by their support.
They sent me an RMA within an hour of me speaking with them and they dispatched a new cybook back to me on the day that they received mine back to them.
So all can say is well done Bookeen, I'm a very happy customer.
(What's more the new cybook they sent me is one of the new ones with 512M internal memory).
Yes the original had a problem, but that can happen to any product - and reflashing is notoriously error prone (indeed do Amazon or Sony provide updates at all?). The important thing in my mind is that when I needed support I got great customer service.
Cheers
John