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I would go easy on them CES just happened and that trade show does mean a lot to all vendors globally.
I'll let you know how my next reader works and hopefully you can use that to decide if this is the right product for you.
The customer service surrounding this issue for me at least has been fantastic. I have never seen any other hardware manufacturer commit themselves to releasing as many updates for their hardware and continually adding to the device. Kobo is a newer budding company and is on the right track in my opinion.
Just make an informed choice. And why worry about what Kobo thinks about their own products and services. Of course they are going to use a reassuring platitude who in their right mind would say anything bad about their own products or services.
All I can say is my service has been top notch and I have done quite a few RMA's over the years with many different companies and products.
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