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I've just had my third try to get help.
I couldn't get books to show up when the Kobo was unplugged even when they show up when it's plugged into the computer.
Anyway the woman was incompetent she didn't even know the difference between epub and pdf until I told her. (also she's been pronouncing it epup to others)
She also wasn't aware of what Calibre is. Now if this was just a person I wouldn't have blinked. But since it's a very well known software and she's there to help I did expect her to have at least heard about it.
In the end I had to figure it out myself.
I don't have great confidence in their help and will just stick to the wonderful people here for advice.
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