Open a ticket on
http://help.kobobooks.com. You will immediately have a ticket number, if you don;t have a better response within a few days, you can try bringing it up to staff at
http://getsatisfaction.com/kobo.
The phone and first level web response is done under a contract with NuComm. The staffing at GetSatisfaction.com is done by Kobo employees. Just be sure to give your ticket number in anything you post on get satisfaction.