Sadly, I have to agree on the customer care part.
So far, I needed to contact them regarding two different things and none of them has took a satisfactory turn in my opinion. For the first point, it will soon be three weeks and I don't even have received the summary email that was supposed to keep me waiting while the question (which was time sensitive) was forwarded to a higher level
I have learned my lessons, from now on I'll deal with Kobo through emails or their Twitter account.