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We don't live in a perfect world. Something will always go wrong, eventually. And when it does, Customer Service does count. There are all kinds of defects that can creep into a complicated electronic device. There all sorts of things that can go wrong in a web service. I've had to deal with Sony CS (Good Experience), Pocketbook CS (Amazing experience), Fictionwise CS, Diesel Ebook CS and out of all of them Kobo is number two, right behind Pocketbook.
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