I'm one of the customers that they did lose. I have not bought a physical book since June of 2008. I did buy 3 paper books between Dec 2007 & June 2008, 2 of which I still have not read!
So I stopped buying paper books and since have acquired both books in e-format (they were not available in early 2008). Reading is my #1 hobby and anyone who knows me know that I never go anywhere without a book. I discovered ebook readers by accident watching a morning show the Friday after Thanksgiving in 2007 while in Miami (hot gift for Christmas for book lovers); they featured the Sony PRS-505. I promptly pulled my laptop and Googled it. There was a link to Mobileread and then I discovered there were different brands and people have been using these gadgets for years (where the heck was I). Amazon had just released their Kindle and the PRS-505 was about a month into it's release. With the help of Mobileread, I decide to stick to the reader that drew me to the ebook phenomenon, the Sony PRS-505 and have not looked back since.