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I've mentioned this before in another thread. After owning my Kobo w/Wifi for about a month, I accidently put leaned on the screen with my hand and broke it. I sent an email off to Kobo Customer Support to see if I could get the screen replaced. I received a quick email back saying that yes they would replace it no problem. I just had to give my address and s/n for the Kobo. They sent me a box with shipping label. I shipped it back. I received what appears to be a new Kobo w/Wifi TWO days after I shipped mine off to them. They didn't charge me anything for the replacement. Yes I very specifically stated that I did accidently break the screen by leaning on it while I was getting into my truck. I would have been happy to have it fixed even at half price. But free was just awesome customer service. I have since bought a Kobo w/Wifi for my wife as well. She also loves it.
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