Crappy customer service from Waterstones - beware!
Beware of duff eBooks even from legitimate sellers. Waterstones offer China Mieville's 'Perdido Street Station' for the Sony eBook Reader, but the book has been completely ruined by the morons who did the conversion - there are whole sections of the book in the wrong order, typos and weird characters aplenty and whole blocks of text have been repeated throughout the document.
I alerted Waterstones to the fact they're selling a version of the book the author couldn't possibly want people to see. What does Britain's leading bookseller have to say on the issue? Well let's have a look at their mission statement:
'Waterstone's mission is to be the leading Bookseller on the High Street and online providing customers the widest choice, great value and expert advice from a team passionate about Bookselling. Waterstone's aims to interest and excite its customers and continually inspire people to read and engage in books.'
So you'd expect an 'oh dear, we're really sorry, here's a corrected version of the book. Thanks for letting us know.' (You know, like they would if you found a paper book which had been incorrectly printed or was barely legible). Well to spare you the illiterate emails I got from customer services; they couldn't care less. They've got your money and they're not going to give it back without a fight.
Don't expect to get a quick refund on duff eBook purchases. Retailers assume you're a pirate from the start and you have to fight to get your money back, Amazon even considers eBook purchases to be final.
Instead, if an eBook is shite or if you can't get one thanks to DRM or stupid policies about only selling books in certain countries; write to the author and let them know their work is being ruined by their publishers or that their income is suffering.
You might not get a refund, but you'd be surprised how sympathetic writers are about customers getting what they want and what they paid for. You might even make a new friend.