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What happened when you called customer support at 1-866-204-4714?
I absolutely trust senior management's desire to deliver first class customer support. Of the many, many Kobos sold, your case must be an exception and if you reach the right folks they will, I am sure, address your issue immediately.
I would do a quick search here for Michael Tamblyn or Sameer's e-mail and contact them directly if the call centre doesn't have an immediate answer.
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