Let's face it folks most customer service is conducted from a flowchart, a tabbed three ring notebook back in the old days, HTML today... More often than not by someone with minimal or no technical skills, often a college student working part time.
I will give points to the Kobo chat personnel. I had an issue and when they started the script I informed them I had already done procedures A-F ad infinitum and they were smart enough to realize doing them again would not help and skipped to the "OK, we're going to send you a checklist and require some photos, once we get the answers and Photos we'll exchange it" stage.
I really do think the live chat is the best way to deal with Kobo, but you have to be prepared to realize that when you have a problem not covered by the script your only resort is likely to be an exchange. That said, the exchange unit I received was indistinguishable from a brand new unit, I suspect it was, except it came in a plainer white box. They even cross shipped to minimize shipping time! It still took about a week to get to NY state from Toronto, but in fairness it was a holiday weekend and the package seemed to sit in a Toronto sorting center for several days...