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I had a pretty good experience with Kobo recently where I tried to buy a book using a US address and instead of giving me the discounted price that I was supposed to get it charged me full price and then on top of that I couldn't switch my address back to my normal Japanese one. It took more than one email but they got me all sorted out and credited my account for the book that I said I wasn't interested in paying full price for. The CS person's name was Kadian W if I recall correctly.
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