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Some of us are, obviously, luckier than others when communicating with Bookeen - I've no complaints about the Gen3 and their support is no worse, nor better, than many other firms I can mention.
I was promised, for instance, an automatic and free upgrade to Win7 when I purchased a laptop loaded with Vista. The process to upgrade failed. The e-retailer and organiser of the upgrade have both totally ignored numerous emails to remedy the situation. At least when I have had problems with Gen3, Bookeen have (eventually) responded and often very usefully.
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