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I am really not going to be much help to you but, I really like my Kobo Glo. It has never given me any hardware issues. Some firmware updates can cause glitches for me but usually if I reset the device the problem is gone quickly. I don't use dictionaries so I can't say anything about that. I do use my own fonts which work nicely. I have luckily never needed customer service but I have heard that it is a pain sometimes.
I am also like you...I research things to death before purchasing. I would rather spend a month and a half looking for the perfect reader than just grabbing something off of the shelf and praying it will work out. :-)
I also like the look of the new Sony. I think that anyone willing to use a lamp or booklight would like it. I am in the U.S. so I can't even consider it. Sadly...
Penny
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