Kobo - WORST customer service ever???

[FedupArt]

Sent this Message to Heather Reisman, C.E.O. Indigo
Dear Ms. Reisman,
...or whoever is reading this (I do not flatter myself that this e-mail has found its way to Heather's computer ).
I note that 680 News is reporting the sale of Kobo this morning. I am also happy to note that you are quoted as follows: "Notwithstanding the sale, Indigo will maintain a very strong relationship with Kobo, supporting the products and the services both in store and online and directly benefiting from the growth of the Canadian e-reading market.''
Good to know. How then does the following square with this Heather?
I've been a customer of yours for years but boy I'm not happy. I was recently (July 25th.) given a Kobo Touch for my birthday. It was fine until last Thursday when it froze. It wouldn't recharge or connect to my computer. I tried all the resets, etc. to no avail.
I called the Kobo toll free number and after a 45 minute wait "because we are experiencing a higher than normal volume of calls" hung up and sent an e-mail. A day later I received a response - the problem had been escalated to Tier 2 support team and I would receive an update via email shortly. They asked for a photo, the receipt and whether I had purchased the extended warrenty plan (it's only 3 months old!!). I sent as much info as possible but since then Kobo has maintained a distinguished silence.
On Sunday I took the Kobo back to the store I bought it - Coles in Oakville Place. There the staff tried to be as helpful as possible but told me that it was against company policy to exchange the reader and that it was Kobo's issue. Odd that, when I paid for it I distinctly remember paying Coles. Be that as it may, the young lady offered to phone Kobo for me. She did and we had a 15 minute wait "because we are experiencing a higher than normal volume of calls" (is this an indication that the Kobo Touch is a lemon??). After confirming that exchange is against their company policy, they assured her that they would get me a resolution "ASAP". That was Sunday and the silence since has been deafening.
Could I just observe that it is against my policy to pay for an expensive product that stops working after 3 months. I am extremely annoyed about this and very unhappy with the "service" Kobo offers. I don't see why I should have to deal with them at all as I bought the product from Coles. I want this matter resolved - not asap but now! What are you going to do about this???
Yesterday I sent the above message to you Customer Service address, but the traditional silence and lack of acknowledgement has been maintained. Might this be because "you are experiencing a higher than normal volume of e-mails" perchance?
It is almost a week since my e-reader conked out and neither yourselves or Kobo have done anything about this. It's not as if it's a difficult problem to fix - simply replace it. Or does "company policy come before customer service?

No Response. Spent an hour on hold tonight - guess why? - yup "because we are experiencing a higher than normal volume of calls" . Finally got through only to be told that they had forgotten to "escalate to Tier 2 support team". Wouldn't give me a name to complain to either about this shoddy treatment. Not a problem (thank you Google) - the man's name is Michael Serbinis, CEO of Kobo. In his blog Mike says"I would love to be 5 years old again, and get my first eReader loaded with access to all the world's stories and ideas. " Hell mike I'd just like to have my Kobo Touch working so I can read the dozen books I bought from you. I'm 59 and don't have enough years for even those at the rate you guys are going. I'd also appreciate to be able to contact your "service" department without having to eat 2 meals while waiting on line because "we are experiencing a higher than normal volume of calls" . Beyond pathetic. Clearly Kobo just don't care about their customers! Be warned Good E Readers....

[rmisk]

I agree this is also true with their eBook service too. Before Christmas a couple of people set up delivery of ebooks and gift certificates to be delivered on Christmas Day. Luckily they asked me about the gifts, otherwise I would never have known they had been sent. All querying Kobo did, a couple of days late, was cause Kobo to cancel the orders and told me they would have to be resent. The message to their Customers who set up the gifts was to acknowledge that kobo had cancelled the orders as per Customers' request which was not true. Then they thanked me for their opportunity to serve me. At a complete loss I asked exactly what service they provided. As yet I have not received an answer.

At no time has Kobo admitted their problem, mistake , nor apologized to their Customers for not fulfilling the orders in accordance with their promise to deliver on Christmas and forcing their Customers to re-order several days after Christmas.

Strongly, recommend that no one count on any promised "service" offered by Kobo as it appears they have, little integrity and commitment, to their Customers.