Originally Posted by Mrs_Often
Kobo don't know yet what's causing the problem. However, they are looking into it and they are suggesting different things for me to try. I even received emails about it from higher-ups on a Sunday... So I do think they're taking the problem seriously.
I don't know if it's the way you've phrased it but I feel less confident now.
When you said previously that Kobo had acknowledged a problem (perhaps as a result off the complaints in this forum), the inference was they were aware of the cause and were in the process of patching to resolve it. From the manner they are working with you, it now sounds like they are casting about for a solution which of course infers that the true cause remains a mystery.
There's another ramification: are they currently working to resolve YOUR problem as a result of posting a fault in the Kobo forums? Or have they mentioned that this is a preliminary stage for fixing the problems of a wider audience?