The long and the short of it is that the update doesn't work and nor does the syncing via my desktop. I have tried syncing my entire library via wifi and it doesn't work. Since I was told to perform a factory reset, it has taken me the better part of 5 hours this evening just to re-input the books I previously had on my ereader, each done manually. So basically, something is wrong with something (their newest version?) but not with the Kobo ereader itself, or so it seems.
And yes the call centre was the first place I tried this past Saturday and is unfortunately how this problem got even bigger when it was suggested that I perform a factory reset. Clearly a factory reset was not the panacea it was thought to be. And so I remain perplexed and without any support as to how to fix this problem.