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You assume a third party program which neither Rakuten or Kobo had any part in developing would flawlessly work with their devices and convert your books to the right format.
So can I complain about whatever your software is if it doesn't flawlessly work with third party software you never even touched? Would that be fair to you or the company for which you work? No, it wouldn't.
Kobo sells ebooks, that's where their focus is going to be because that's where their money comes from. They allow sideloading because it's a feature which makes sense, they're also one of the few to have such wide support for formats other than epub/kepub.
You want to sideload books? Great, many of us do that. But do the basic tasks of ensuring you're using the tools correctly rather than blaming a company that never touched the tools you used.
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