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Brief update: finally got back on the phone with Kobo, and tried my best not to take no for an answer. This time, it finally worked. After a bit of back and forth (taking pictures of my model, answering some follow-up questions) they've agreed to replace it.
Not sure if it was my stern tone, or the fact that I mentioned that I had brought these issues up on a public forum. Either way, looks like a happy -- if somewhat delayed -- ending.
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