[kenschunk]

I had placed a book in my shopping cart a couple of weeks ago, meaning to purchase it for a trip. I finally got around to buying it last Thursday, after the store switched to ePub. Sony was glad to charge me for the book, but I've never been able to download it.

Four different chat sessions yielded a variation of the same message - try again after <insert time until tech support person gets off work so they don't have to deal with it again>. Literally, I was told to "try later this morning, try in 2 hours, try in 9 hours, try in 24 hours". I waited the indicated time period each time, and needless to say the book is still unavailable.

The fifth chat session accidentally veered into the correct answer - "we don't know anything about the Reader Store". First I was given the "try tomorrow" answer, and then they finally admitted that they really had no idea, and that they didn't actually provide support for the store, and to call the support number at 877-263-2863.

Don't do that without some time on your hands.

Since, at this point, it's the principle of the thing and not the $9.99 that the book cost, I gave them a call. I was on hold for 54 minutes before the call was transferred to a person. I can now quote the entire 90 second loop of advertisements for Sony products. Somehow it didn't leave me wanting to buy more.

The polite person at tech support explained that "thousands" of the books didn't convert properly to ePub, and that they were working on converting them. No time estimate, not even a rough one. No, they wouldn't be refunding me the book purchase price, even though I had never downloaded it - after all, someday I'll be able to.

So - if you're waiting for some books that you've paid for but are currently unavailable, take heart! The store is undergoing "upgradation" and just check back in 2 hours. or later this morning. how about 9 hours. would you believe 24 hours?