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Calling Kobo's support centre from North America makes the cause of the problem obvious - they sub-contracted their front line customer support staff to the cheapest provider in India that they could, and got what they paid for.
On the two occasions I had to call their support line, I encountered long hold times, terrible call quality, broken hold music and customer support staff that referred to me as "Brad" and "Jon", neither of which are my name.
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