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@Nick_1964: I suggest you to insist. This is my own experience (recapped):
me: [bug description]
customer service: Non-Kobo eBooks are not supported
me: if you say this device can read X and Y you can't support only Y
cs: this is an issue with the book itself and being this a non-Kobo ebook we cannot support it
me: no, this is a problem related to the firmware software that reads that file format
cs: no, that's not a bug
me: You have not asked me a testcase, so can I ask you if you tested it? This bug is confirmed by other 5 people.
cs: no, that's not a bug
me: have you tested it?
cs: ok, send me the book, I'll test it
Now it's Tier 3.
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