Dan--the support site on Kobobooks.com is not really the place Kobo is providing day-to-day support any longer. They opened
http://getsupport.com/kobo a few months ago.It hasn't been widely publicised, and it is possible that doing support this way is still kinda sorta beta-ish.
Kobo staffers were very clear that they knew their CS was a gong show and it seems like they have worked hard to improve things. They took forever to get through the backlog, but they seem to be getting there.