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Yes, Waterstones acknowledge they do have books that don't work and the fault is on their side. It only happens with specific titles, so I'm not sure why they keep selling them.
My experience got even worse today - I bought my book which didn't work with a gift card. Apparently at some point during the process of taking my order and then giving me a refund they also managed to remove the remaining balance from my gift card. I phoned customer services who sent me to a store to get the card checked, because the customer services don't have access to the gift card system. The store were very helpful and found out where the problem was, but couldn't sort it out because I had used the gift card online and the stores can't access information about my online orders.
Back to customer services, who had to take all the detail then send it to their supervisor who had to escalate it to head office to be sorted out, which would probably take a few days. After my previous experiences I wasn't full of confidence that head office would ever get it sorted out, so I followed this up with an email. The balance was back on my card in 4 hours, but I had to get a bit angry in my email.
I think that now I've used up my gift card I'm going to concentrate on reading all the free books I've downloaded (as well as the books I bought today) and have a break from buying ebooks.
Nation was one of the books on my list to buy, but I'm definitely going to wait a while before trying to get that!
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