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Sometimes dealing with Kobo customer support can be sluggish. Did they provide a case number? Did you copy the chat, or receive a copy of the chat in email? Either way, I’d contact them again, tell them what was decided on Saturday, and ask for an update. Having a copy of the chat or case number would speed that conversation up.
I’ve not heard of Kobo mailing out a refurb on a new sale. Very unusual if true. I’m glad you contacted them immediately.
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