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I don't care so much about the refund, as about the quality of service in general, so I really wouldn't want to go through the trouble of getting the credit card company into this.
Anyway, something weird happened today! Yesterday I followed your advice and wrote a review on the waterstones site about the ebook. It clearly stated that the book had errors in encoding that made it unreadable and that waterstones did nothing about it after I complained. I got a message that my review would appear within 72 hours, so I checked back today. The review hasn't appeared, but the book has disappeared completely, exactly as in ChristopherTD's case! So two months of emails could not make anyone react, but one bad review could - in one day. I can only hope that the book will reappear in better condition instead of vanish forever.
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