I think it is helpful to have a support ticket when you decide to go to the getsupport.com/kobo board. I think what I would do is open a support ticket on help.kobobooks.com (it's called opening a request). Attach the pictures, since you have them. You can also do the same thing (do one or the other--not both) by sending an email to
help@kobobooks.com. The automated response will include the support ticket number.
See if you get the response you are looking for from this. If the interaction seems to bog down, or you don't get a response, then go to
http://getsatisfaction.com/kobo and reference the support ticket you opened.
The deal (from my POV) is that the first level of support by mail, phone, and through the website is actually their contracted support with NuComm. Sometimes they are all you need, sometimes not. getsupport.com is staffed by Kobo employees. They sometimes have the ability to go further/faster than the NuComm folks can (or have) gone.