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They have ghastly customer service. And most people don't want to download books, strip the DRM, and sideload them, or whatever you have to do. I really just want to buy a book and read it, AND not have to worry about it disappearing for some reason. If I have to do a bunch of other stuff to have confidence I'll continue to have the books I've bought available to me, I'll give up and buy stuff from somewhere else. That's exactly what I've done.
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