Hello Marcy,
I am sincerely sorry to learn that this has been the experience you have had. I am a Kobo employee and I would be very happy to assist you in resolving this matter. If you would be so kind as to email your contact information to
KOBOExecutiveCare@kobo.com I will contact you personally to have this matter resolved for you. If you have an incident number form your communication with our support staff please include it in your email. I look forward to hearing from you.
Regards,
Darrell.