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I like the Cybook but if you say "Tech stuff need to be changed sometimes" then that would clearly rule out Bookeen.
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Hence my point : "making customers happy is important".
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If I suspect that I would need that device updated sometime in the future I would have to go elsewhere. You are, in a way, contradicting yourself: You always used to say that there is no necessity to update the Cybook, the update is just a nice gesture, and that therefore it is not ok to criticize Bookeen.
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Yes, update to ePub on my Gen3, i don't feel like bookeen owns it to me. It's an added bonus. It fits into the "do stuff to make customers happy". Though i would be furious if they don't provide it after saying they would. Still, I'll take it when it comes.
The update for Opus, being bugfixes, is an other mater. Bugs have to be fixed.
And criticizing is good, insulting and bashing is not.