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I agree with you that Kobo isn't Mickey Mouse, it's rather the off-shore call centre they use. I work for a large retailer here, with call centres located in both Canada and off shore and they have the same kind of problem with the one outside Canada. As a matter of fact, they have repatriated part of the calls here because for more complex issues, customers were getting stock or incorrect answers.
Hopefully Kobo comes to realize that although cheaper in cost, dealing with an offshore centre where the staff don't have personal experience with the technology and our expections for quick and effective service is not cost effective in the long run. I would think that in view of the way things have evolved, chances are that this contract with the offshore co. will not be renewed...
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