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I just finished with chat support for my ebook problems. I had purchased "Supreme Courtship" by Christopher Buckley (ePUB format), and the text doesn't change size when you attempt to enlarge it. The chapter headings change size, but nothing else.
They were rather slow in response and used a grammar that suggested the Indian subcontinent (such as an overuse of verbs with an "-ing" ending, such as "I am not finding" instead of "I can't find"). They had some interesting suggestions, but I had already thought of them all. In the end, they gave me the phone number for call support.
Call support says it's going to ask the publisher to reformat the book, and will get back to me on it by email. And gave me a reference number.
We'll see how all that turns out. But I think the chat thing helps, if only to cut down the time everyone else spends on hold waiting for call support. It seems they are good at catching the obvious (things like, have you charged your battery, is the USB cable connected to the computer, etc.). But I think I'll keep the phone number handy...
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