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Our customer service has definitely been below par for the last while. One of the problems with growing as fast as Kobo has, is that you can't just scale the number of units you sell - you also have to scale up your customer service organization, which often takes longer.
People have to be hired, and trained, and new processes have to be put in place.
This isn't an excuse, just the state of the nation. We need to get better, and are working at it.
Everyone in the company is now jumping on these tickets, and we are working through our outstanding backlog of requests this week.
Email and web, as taming mentioned, remain the most effective way to reach us.
Effectively they do the same thing, and you should get a ticket # as an auto-reply from email.
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