The other rom thing is for rooted devices. That help will not be forthcoming from Kobo
Frankly, I am beginning to understand why Nook is locked down when you purchase it. The Nook folks are not responsible for anything other than what they choose to include. Rooting voids the warranty and then folks are on their own.
Not excusing problems Kobo should have fixed prior to launch, by any means, but they are having to support devices that have been modified and Nooks does not. I expect that tech support will be advising people to do factory resets to avoid that kind of thing--sort of like some computer tech folks do when they seem to automatically re-install Windows at the drop of a hat.