I've emailed Kobo help twice. Both times I received almost the same solution to two different issues. After expression frustration that their suggestions did not correct the issue I was passed onto Tier 2 help.
Tier two seems to be a little more personal and helpful. Although their reponses often come with a longer wait time. When it's all said and done they still correct the issue although not too promptly. However, I have a vox so after buying a new device I fully expect there to be bugs and therefore delays in the speed of response from their help service.
Despite these little hiccups I don't think it would prevent me from purchasing whatever wonderful Kobo devices come out in the future.