Windows Phone Thoughts: My Last eReader eBook?

I guess I just purchased my last ebook from eReader.com. Friday night I browsed, purchased and downloaded an ebook through the eReader Pro application, just like I've done many times before, 98 times before to be exact. For some reason, the book I downloaded wouldn't unlock on my device. My name and credit card haven't changed since signing up with the service in 1998 or 1999, so I downloaded the book again thinking it was corrupted. I also downloaded from my desktop and transferred the book over. No joy. So I dutifully went to the eReader support page and filed a problem ticket Saturday morning. They responded with the response I half-way expected. They didn't read my email and just explained to me what my name was and which credit card to use to unlock the ebook.

I politely responded back within about 10 minutes that I understand how the process works, how I've done this almost 100 times before, and that there is something wrong with that book and maybe it needs to be re-encoded. Two days later, I received an email that told me they gave up and refunded me the money.

I guess this is what happened when FictionWise purchased them. I am sure this isn't the first time I've purchased a book after the FictionWise acquisition, but it might be the first time I've purchased since they migrated to a single platform, and rather than make even the smallest amount of effort to find out what the problem is, they effectively told me "Well, we have no clue, and it doesn't matter that you've purchased 98 books in 10 years. We don't have time to fool with it, so here is your money back. Now, go away."

From Peanut Press to Palm to Motoricity, I've never had an issue that wasn't quickly resolved with the eReader store. Now that FictionWise has it, it took them from Friday to Wednesday to just refund the money and not bother. If they keep that level of customer service up, the company will change hands yet again in the near future at a price below what FictionWise paid for it. :(