Did you look to see if they did happen to answer your email by checking the open tickets on the site? Sometimes messages end up in spam. If there is no open ticket, they may not have gotten your original email. Go to:
http://help.kobobooks.com/ and click on
check your existing requests.
Support does leave much to be desired, but I know I would not wait 8 days without checking to see that they actually got the email. I have used support a number of times, and while there have been some truly annoying things abut it, I always had my first reply to an email by the next business day.