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I had a similar experience with Kobo, and I bought my reader directly from them. Their CS is horrific. The only reason I ever got my issue resolved was a post I made on this forum in anger, because I wanted everyone to know how crappy their supposed customer service was. A nice person from Kobo on this forum contacted me and helped me return my device, that I'd been trying to do since it was 1 week old with no success.
But, you shouldn't have to make angry posts on a public forum to get service from a company. I wish amazon made a device that reads epubs, because you can't beat their CS.
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