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i just ended up calling ... and they were quite prompt in answering and sending the email back.
however, i did what they asked (picture of defect, and copy of receipt) - and it has been 7 days and not so much as a "hey, we got your email" response. i'm about to call them back again.
and being a long time IT support guy myself, i must say, this is HORRIBLE customer service. personally, i was all for Kobo a year ago when i bought one for my wife. now, after trying to get mom's fixed, i'm glad i got a nook.
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