Tom, I had a similarly unpleasant experience with B&N a year ago, but I went to the Yahoo finance page for the company, followed the link to profile and obtained the company's investor relations webpage. Pursuing that avenue led me to an executive who resolved all my issues at the time. To be clear, I wasn't downloading an audio book, but buying cassette editions because I insist on listening with a variable speed control. However, this executive's attitude was respectful and constructive. B&N has terrible customer relations people. Going to a company's investor relations or media contacts has often yielded very good results for me, and I'd urge all screenreader users to do the same. The people in those departments tend to be responsive to the public and concerned about our experience with their products. ----- Original Message ----- From: Tom Lange Hi, I had the same problem with an e-book that I bought and downloaded from Barnes & Noble. After discovering that the PDF e-book was inaccessible because of the security settings, I called up Barnes & Noble, demanding a refund. The lady that I spoke to was rude and obnoxious but eventually said that she'd honor my request, "just this time only". That experience, quite frankly, has made me shy away from buying books online, as I don't want to run into that kind of trouble again and don't have the patience to deal with people like this lady who was absolutely clueless and who didn't give a damn about the needs of the blind customer with respect to accessibility. I've written off Barnes & Noble. Tom