I would like to see proper reporting on their customer service one day, because any number of factors can impact on anecdotes. Obviously bad customer service may be an issue here. Yet I have also found that approaching customer service representatives in a friendly and patient manner elicits far more helpful responses. This is especially true when you're talking to someone who is earning close to minimum wage, and the reason why they are earning close to minimum wage is because you are buying a low cost item. (While $18 is pricey for a book in my opinion, Kobo also has to watch their margins. Spending a few minutes on the phone with a customer will kill that margin on an individual purchase.)