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I had a problem last week - a book I had downloaded ended up only 6K. I tried to redownload and the new file was called "dummy.prc" and was zero K in size. I emailed, then used the web site, then emailed twice more during the week. The only "response" was that the day after the first email, they removed that format from the sales page for the book. A week later, I tried redownloading (I was trying it every day after the first problem) and it was fixed. Three days later, they finally emailed me (the first response) and said it had been fixed.
Apparently, it is too much trouble for them to send you a note saying "we are looking into it, but don't have a time estimate yet" and they think the auto-responder with the ticket number is all that is needed, regardless of how long it takes to fix the issue.
Assuming they get it fixed at all, of course.
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