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The last time I spoke with Kobo customer service was about my mom's dead kobo and when they suggested in might be ten weeks before I could get a replacement, I snitted that I would just try and take it back to the store and exchange it live, in person. I did so---arrived at the local Indigo with neither retail box nor receipt, got as far as 'this Kobo isn't working' before the manager cheerfully offered me a new one.
A week later, I got an email from someone at customer service asking me if I 'still needed help with your problem.'
So apparently, the instructions they give their retail staff are different than the ones they give the phone agents...
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