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I once called Kobo because the ebook I bought was defective (only half of it was included in the file). It took me a whopping 30 minutes on the phone to resolve that simple situation. When I had a similar issue with Amazon, I was off the phone in under 3 minutes.
Whether the resolution is satisfactory or not, needing to spend so long on the phone while a CS rep hums and haws makes for a bad experience.
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