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Welcome to the horrible customer service club. It's real shame, Kobo started off strong, but they have really gone down hill.
I finally moved to a Nook. I didn't want to. I gave them every opportunity, but they just cannot deliver. Reps with no real knowledge. Fixes that don't work. I had two different reps on two different occasions tell me to do a factory reset, then reinstall all my books, only to find it didn't work. The third rep than told me, oh that would have never worked. Ugh.
BUY an NOOK!
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