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To report back, 29 days later Kobo has resolved the issue.
To recap since the last email:
At the 28 day mark Kobo sent out a "sorry for the wait, have a $4 coupon" message. It wasn't clear if this was an attempt to bribe me into giving up, an auto-apology for the continuing delay or a precursor to the solution.
In response, I replied that coupon < credit and $4 < $4.94 therefore problem != solved.
On day 29, I got another response that the refund to the credit was forthcoming, followed by another response 5 hrs later saying the credit was applied.
On the bad side, I'm less than thrilled with their turnaround time. There is no good reason for a company to take nearly a month to sort out a customer credit issue. Also, their CS site is nearly useless -- if it's not in the FAQs, be prepared for frustration. Why should I have to create a SEPERATE account for CS issues?!? and why does it take logging in TWICE to review an existing request?!?
On the good side, the issue was resolved and I did get a $4 coupon -- more than they usually hand out. It's something, but it does seem weak coming from a company that overcharges then hands out coupons like candy.
On the whole, I'll still do business with them, but if another vendor is even close in price, then Kobo will lose the sale -- they're just not worth the trouble.
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