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Monique - Chapters is usually really good about EXCHANGING any Kobo product bought from Kobo or one of their stores. Why do you want a refund? You obviously got a lemon, and just need to exchange it for one that works (there are a lot out there that do work!).
I can empathize with the OP. I do agree that Kobo has had its share of really bad quality control and really bad customer service. It's frustrating to not get to speak to a person that can help, within a reasonable amount of time.
Because I am a tad technical, very resourceful, and very agressive, I rarely have opportunities where I hit a brick wall. Unfortunately, the average user is not me - and will be banging their heads against that brick wall very quickly - when immediately results are not received. That means Kobo products are probably not suited for the average joe (unless that average joe happens to be very lucky, and goes a while with no issues - or that average joe has very simple needs and perhaps isn't put off by waiting weeks for answers).
I am going through some issues right now with my Vox, but I am trying to resolve the issues through the use of this forum (and that's what I've done in the past with issues with my Kobo WiFi). I think if I ever had to call the 'regular' customer service line, I'd be in for a fun ride... (not fun!).
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