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It does feel like delaying tactics, but when that happened to me, I sent the pictures, answered the questions and eventually got return instructions. Then they botched the color on the exchange ... but I did end up with a working reader and have been happily reading since.
It just seems to be the way Kobo operates. They may insist on a factory reset for a hardware issue as well, they wanted me to do that, sigh. Just persist.
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