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Whoa, whoa. There is a difference between not knowing the reply and saying so, and not knowing the reply and so giving a completely irrelevant answer. There's also, in most major companies, an escalation process. I know, I've had to design them! In all of the above, except for the first response, it's been the same rep. Why hasn't the rep escalated up to someone who at least knows what an e-book is?
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