It does take a few days for them to get going. A Kobo Touch, that I gave to the wife after getting a Glo, stopped working, wouldn't respond to being touched. The screen itself worked just fine and would turn off and on with no problem but the IR wasn't working. I sent an email to their customer support and received an email back on Jan. 17th saying it was being escalated to Tier 2. A week later on the 23rd I got a response back saying that the Kobo needed to be replaced and that they were shipping a replacement out the next day. Unfortunately the replacement was a dud, arrived with a cracked screen although the box it came in was undamaged. It also had a corner that wasn't flush with the screen, there was a gap big enough to easily slip a business card in between the screen and the IR sensor. Sent another email off with pictures yesterday and received a response back this morning that they are sorry about the replacement and another one is being sent out tomorrow.
So, crappy situation but I have been happy so far with their response time in trying to correct this problem. So expect about a week for a response back. Hell I am waiting on Corsair for a computer part that I had to RMA, been almost 2 weeks now since they got the faulty part and I haven't heard anything other than the RMA is in progress. At least Kobo ships out the new unit the day after they say they are going to replace it.