Kobo Libra 2 Is Stuck on the Startup Screen

I purchased my Kobo Libra 2 e-reader from D&R, and for the past three days I have been experiencing an ongoing screen freezing and lockup problem. The device gets stuck on the startup screen and does not proceed to normal operation.

Because of this issue, when I called the Kobo technical support number I found online, I was connected to D&R customer service instead. I explained the problem with my device and asked for the phone number for Kobo technical support. I specifically wanted to find out how to perform a hard reset and whether the issue could be resolved through a software or firmware update. The representative initially told me that there was no such technical support line and that I needed to take the issue to the store. When I asked why I needed to visit the store for a screen freezing problem and whether the issue could be resolved remotely through a command or technical support procedure, I was again told that there was no directly accessible technical support number for Kobo.

I then asked how this product could be imported and sold in Turkey without an approved technical service operation or a directly accessible technical support line, and why D&R sells a product under these circumstances. The representative asked me to wait briefly. They then explained that there actually is a technical service, but that the service would only contact me if D&R forwarded my information to them, meaning that I cannot contact the service directly. When I asked how long it might take for the service to contact me, they simply said they could not provide a timeframe because they did not want to mislead me.

For my Kobo Libra 2, I first want a clear and accessible technical support line that I can contact directly. I also request clear, step-by-step instructions for resolving the screen freezing and lockup problem, including detailed guidance on how to perform a hard reset and restore the device to factory settings if necessary. If the issue cannot be resolved through remote support, I expect my inconvenience to be addressed through a fast and clearly explained service process.