Hi There,
I have been trying to hit as many threads about this problem as I can basically if the forced upgrade doesn't work then you're going to have to get it replaced. Normally this is done through the mail and takes around two weeks. For me I caused a fuss over that (I already had to return one that way less than a month ago) and after two 30 minute phone calls finally got them to agree to let me exchange mine at my local chapters. Long story short send an email to
help@kobobooks.com or phone them and they can do something for you.