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I once emailed Amazon support about an MP3 album I'd bought to say that the sound quality of it wasn't up to scratch and so I'd like a refund so I could buy the CD and make my own MP3s from it. They were pretty helpful.
I can appreciate the "boilerplate response" complaint though, I do however think if you have a genuine support issue they can deal with other than just a general complaint/query, they can be very helpful, even via email.
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