Kobo Customer Service is a wicked and harsh mistress! You only have to look as far as a few of our posts HERE and HERE with thousands of comments to see peoples utter disdain on the entire Kobo customer service experience. The company outsources all of its support to India and most of the call center representatives have never had a Kobo in their hands, in their life. This insures that most common questions and concerns are read from notes. Many people have sold us first hand experiences with waiting weeks to hear anything back from elevated support and most of the time they just bring their device back to the place of origin for a refund.
Kobo recognizes that many people are unhappy with the level of customer support they receive via email or telephone calls. A few months ago the company issued a press release to us and mentioned they are revising their technical support and customer service departments. This may have something to do with the Japanese company that purchased them a few months ago. There has been zero news or movement on what the company is actually doing to fix the many problems people are facing.