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While I can completely understand how frustrating it must be for people who do have the upgrade fail I really don't think it's a case of not being tested thoroughly enough. I've done the update on 2 Kobos with absolutely no problems what so ever.
Also as far as I can tell Kobo sent every single Kobo owner (who did supply their email address when purchasing, I was asked in store) an email with details about 2 options for performing the upgrade:
- doing it yourself with the software
- having it done in-store at a Chapters/Indigo location
I think the idea of offering to do it in-store was a brilliant move.
It does surprise me that the tech support person didn't mention all the different options for resolving your firmware issue.
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