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-- UPDATE --
The guy (or girl) hasn't used a name yet ... replied back. He actually was interested in knowing why and asked for details and online stores who sell DRM free books. He wasn't aware that you can also convert between formats.
My best guess is that they put a non technical people to reply emails? However, the site does not look like a rookie one. If they have an exclusive deal with Garcia Marquez is not a small publisher or company, that's for sure.
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