The impression I get from this forum is that their customer service varies wildly depending on who deals with your issue. Being in Australia, and the only B&M stores selling the Kobo having gone months ago, I was very impressed by the speed with which they dispatched replacements for my old Kobo 2, and my gf's Kobo 1 (whose screen I'd accidentally stepped on and broken).

And then there are people having the greatest trouble getting help for the simplest of issues. It sounds very much like a mixed bag.