How would any customer know to visit a random social networking/third party site to get help? From the company's website, you get sent here:
http://help.kobobooks.com/. Looks revamped, at least it seems easy to send in a ticket; I would expect replies via email, though.
As to
http://getsatisfaction.com/ ... the roulette wheel is pretty. No reason for me to think the site is more than someone hoping to eventually strike it rich, a la facebook or anything to distinguish it from any other customers-supporting-customers website (none of which I would turn to for a problem with a specific company, especially a bookstore). If anything, it sounds like it wants to be an internet BBB, perhaps a "complain here and we'll go after a company for you, rather than you taking them to court yourself" or other such watchdog site ... assuming it has any teeth.
At least on the kobo facebook page, I can read stuff they put out themselves (but really, most walls of companies are just so much graffiti, so I would never go there to search for help). Twitter feeds are just one-way advertising streams, so again, not a place anyone would go for help.
Assigning managers to work on some third party board might keep you from getting black marks there ... but why would your customers, real or potential, be looking there in the first place? It does explain, though, why their REAL customer service turn-around is often several weeks and you get nothing but an automated email that they received your request and nothing else until it is resolved (if unresolved, of course, you never get anything else and it can be a month or more before you get a follow-up to the automated message).
Better they abandon those social sites and the ones designed to make money for others and devote themselves to actually providing service on their own site. Unless, of course, it's the same owners and they don't care if Kobo makes it, but want to concentrate their extremely scarce resources on the more lucrative looking IPO.