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You got further than I did. I was having a problem with a book I purchased on the Kobo book store (through my Kobo) that wasn't appearing in my library as available for download.
They never even responded to my (two) emails about the subject. It was then that I stopped purchasing books and e-readers from Kobo despite the fact that I still like their e-readers (their Android/iOS app is poop).
Ugh.
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