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Hold on there, cowboy
I, and many other junkies have had success using Back My Book, and I have to say their customer service is damn excellent. They contacted me proactively to ask some clarifying questions about my order, and have been forthcoming with their issues and solutions all throughout this process.
That's not to say that it hasn't gone completely smoothly, but it's a far cry from Horrible. They're working hard to fix their problems; there's an email offererd up in this very thread from the guys at backmybook so you can contact them if you're still having problems.
Give the little guy a break; they don't call them growing pains for nothing!
Here's the info with the contact name and email: http://www.scottsigler.com/node/4359#comment-114998
Gutter Sistren whipping boy, innoventor of words, Life Coach to the Damned.