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At the moment I'm trying to get satisfaction from Kobo on KoboTouch related issue (charged 3 times for a kepub book and never actually got the book). One thing that struck me as funny was that you mentioned the Kobo staff got your name wrong; I had the exact same issue a few days ago.
I emailed Kobo, then called the customer support line a few days later (and was also told that I could only get help via email). The telephone rep had me spell out my name and reviewed my file, but then insisted on calling me "Norm" (a name that shares only one letter of similarity with my actual name) and addressed me as "Norm" in a subsequent email, even after I corrected her.
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