Danger, thanks for that input, that helps a lot.
I can be patient. Knowing the timing of how Kobo customer support responded to your wife's ereader issue restores hope that I haven't been forgotten, it is just not my turn yet.
If I didn't really love the Kobo Glo more than my Kindle pw, I wouldn't be so involved with the process. I would not enjoy going back to using only Kindle, but I will if needed.
It seems like some of the Kobo customer service personell are active on these forums, so I make a humble suggestion to them: set up an email system that acknowledges the issue and offers a rough time frame for when action might take place. If I know I am a week or two out from action on my issue, that's cool, I have the certainty that it will be done.
Thanks again for your message Danger.