It's fair to say that they had a pretty rocky start. I myself had two doa iliad's before I got one that worked. It's also fair to say that by most accounts their service has improved dramatically since that time.
I do think they continue to suffer from lousy marketing and communication. They set commitments that they miss, which happens quite frequently in the software business, but they fail to update along the line which leads to frustration. In addition, they try to reach out to the community through their blog, but then rarely answer questions to posts or even update it. They need some serious help in the pr and marketing areas.
For the new 800, the good news for US consumers is that you'll always be able to return it to best buy if you find that it doesn't meet your needs.
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