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In the worst possible timing of all known terrible timings of the world, Kobo changed help desk companies not all that long ago (not sure when, but very, very, recently), so pretty much everyone on Tier One support is new to the job. I assume they changed companies because the first one sucked, so it's been a gong show for awhile. They keep adding Tier Two folks, but can't seem to keep up with the demand (which I am sure is pretty high because of said gong show on Tier One.
I highly recommend that people post the full details of their support issue, including the question reference number that was included in whatever email response they got from Kobo, at getsatisfaction.com/kobo , Get satisfaction is an official support site for Kobo and is staffed by Tier 2 people.
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