Quote:
Originally Posted by HarryT
Bookeen have been in the eBook Reader market longer than anyone else, and they seem to be selling every device that they can make, so clearly it's a business strategy which is doing them no harm.
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Bookeen have sold mostly to business people in the past (i.e. before Gen3). That market is small compared with today's mass market. From what I heard from Bookeen they were pretty proud of their good service and support and were - apparently - highly regarded because of that.
I think that as long as they were a small company catering to a small niche they really had excellent support.
With the Gen3 they entered the mass market and I think that step into the next league hasn't been digested fully yet. They couldn't keep up their support standards anymore, a fact that they admitted to in their e-mails. One of the mails I received in January 2008 states just that: They said that they always used to have excellent support they were very proud of and that at the moment their restructuring wasn't keping up with the business increase but they promised to improve.
So, whether that strategy does them any harm still remains to be seen. The mass market is something different for them and the competition is a lot harder..