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One point there : 99% of screen looking like that looks like that because they where hit / twisted, so, pocketbook's answer was the excepted one. Plus it's hard to tell exactly what happened, with only photos.
Then you can still speak right ? It's a shame the only way to do so seam to be a rant on a message board... Well, personally, I would have flamed support directly, no need to bother the entire earth.
But I can very well understand rangrang's frustration. In my case, the only reason I didn't yelled at bookeen where the marks on the cover, that told me the screen was indeed hit, even if I don't know when or how.
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