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I feel honour-bound to defend Pocketbook customer service here. When the battery on my Inkpad 3 started failing late December, I contacted their help desk who responded immediately. They were courteous and helpful and once it was established that the battery was on its last legs, they promptly arranged to have it collected and delivered to their service contractors who replaced the battery and returned it within 2 weeks.
Really excellent service, especially since this happened during that dead period between Christmas and New Year AND while the Brexit mayhem was kicking off here in the UK. I can't praise them highly enough.
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