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They do not acknowledge that they have received a Cybook you have sent to them.
They also manage to send it in a way that you do not get notification from the transport company (they just try to deliver).
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Bookeen did sent me a mail when my cybook left.
Though only the post's website told me the package had arrived.
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A good company send you a box that you just use and you do not have to pay anything. This is for example how it worked when my phone had to be sent in to be fixed. It did not cost me anything. It cost me 30 Euro to get my Gen 3 fixed and that should have been nothing if it had been a good support.
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Well, i'll rather pay for postage, than lost days waiting for a box...
And i do remember giving up getting someting fixed, because postage to the US costed as much as getting a new one...
And in my case, i didn't had much to say, as I was the one stupid enough to hit the screen and broke it.