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Originally Posted by badbob001
Perhaps you're giving them too much leeway, especially if you're asking them to fix something they have no power to fix. Did you try dropping the bit about 'getting a good copy of the book' and firmly ask for a refund? Maybe that would be the customer service or account department? Do they have a formal e-book return policy?
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Theoretically they could contact the publisher and demand a good version of the ebook. That's actually what they should do, because presumably more people will buy the book and will obviously have the same complaint.
I don't think the problem was that they couldn't decide which of the options to choose. I mean, in a brick and mortar shop it would be the same: "This book is damaged. Do you have a good copy? If yes, I'll take it. If not, I need a refund". Isn't that how it works?
I can't find anything on their website about specifically returning ebooks. I asked them on my first email how returning an ebook works, but as you can imagine there was no useful (or even useless) answer.