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Oh, absolutely. Bookeen's support used to be absolutely dire. There used to be a running joke in the Bookeen forum here at MR that when Bookeen promised a bug fix "on Monday", they meant "the second Monday of the week". Endless delivery promises broken.
It's years since I've owned a Bookeen reader, though (my last one was the Opus) and I've no idea if they're better now. Perhaps a more recent owner could comment?
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