Here's a case history of problems with a DRM-free ePub, and customer support.
I recently bought
Full Fathom Five which is a Tor book, and so DRM-free.
In my library it's labeled as "Download options: EPUB (DRM-Free)" and there's a "DOWNLOAD EPUB" button.
But clicking on the button I get an error message:
Quote:
Oops!
Sorry, we're unable to locate the content you're looking for. The content may no longer be available or the link you followed may be broken. The problem has been reported. In the meantime, try a search.
If you continue to receive this notification, please contact our Customer Care department for assistance:
Call 1-855-732-3662 (8am-12am EST)
Email: help@kobo.com (24 hours)
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So I contacted customer service. And I got the following:
Quote:
Response Via Email (Syed A) 03/28/2015 01:01 PM
Hi Paul,
Thank you for contacting Kobo Customer Care.
We are very sorry to hear that you are not able to read your book "Full Fathom Five".
We have gone ahead and checked your purchase history and see that in fact you did purchase the book "Full Fathom Five", therefore we have gone ahead and checked the book. The book is not available to download.
You can read the book on your Apple iPhone and on your computer using Kobo Desktop Application.
If you do not want to read the book on your Apple iPhone or on your computer using Kobo Desktop Application we can process refund or provide you store credit.
Kindly reply us back and let us know about the book whether you want to keep the book or you want the refund or store credit.
If you experience any further issues please do not hesitate to contact us back.
Your reference number is 150328-000222,.
For general inquiries please visit us at http://www.kobo.com/help
Sincerely,
The Kobo Team
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A very unsatisfactory response.
1. In my report I didn't say I couldn't read my book, only that the download epub button gave an error (I was able to get it through the Kobo app).
2. The next paragraph suggests I might have been lying about having bought the book.
3. That paragraph also bluntly states "The book is not available for download" without any explanation for why not, and why it has a "download Epub" button if it's not available for download.
I am less than impressed.