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I had exactly the same problem. I purchased my KT from Borders US online and got the blank screen a day after I received it. I live in Israel, so calling Canada can be quite expensive.
It took Kobo a few days to respond to my ticket and refer me to their 2nd tier support, giving me a phone number to call. I called them and at the end of the call, they took my number and said they'll contact me. A day later I received a mail from their 2nd tier support and have been in email contact with them since then.
Once you get to them, they're quite responsive.
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