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I have that long standing problem too - the Kobo will be recognised if you use a USB hub: it worked with an old portable hub as well if I connect the reader via my Surface dock. It will not be recognised if I connect it directly to my Surface Book.
The response you received from Kobo reflects my own experience of the poor support they offer in the light of a series of quality issues Kobo refuse to recognise. I returned my reader 3 times only to find that every replacement had the very same issues.
The only reason I stuck with Kobo at the time was that they were the only ones to offer large screen readers.
Since that is no longer the case, my next purchase will not be a Kobo for sure.
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