The mail from WHSMith and my answer:
Thank you for your further email.
I need to clarify that to purchase an E-book our WHSmith website will forward you onto a Third Party Company. However before it does this you will see a pop up which states
"You are leaving to visit our recommended partner. Their site has a separate basket and checkout". You then clicked on "Take me to Partner site" This site is called WHSmith E-books and this is where you bought your E-book. If you would like to query this further then you can contact E-books at
whsmith-ebooks@overdrive.com
I am sorry for the confusion caused.
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I am well acquainted with the company Overdrive (which has already created quite a few problems in the eBook community, you might want to have a look at mobileread.com forums). However, Overdrive is just a carrier: they provide servers where the eBooks are hosted (and the DRM services). My billing information does not mention Overdrive, but WHSmith. Whenever I ordered a flawed product by mail, I have never been told to contact the Royal Mail for customer service!
I am really disppointed with WHSmith handling of this issue, especially considering I am not asking for reimbursement, but only for the book, when correctly edited, to be available for redownload. I understand the eBook business is quite new; however, WHSMith should have the same consideration for quality and customer services it has for its other products.