[PeterT]

And see this too http://www.pcmag.com/article2/0,2817,2397189,00.asp

Kobo also apologized to customers, saying that it had made recent changes to its customer support infrastructure that had not gone as planned. Kobo was recently purchased for $315 million in cash by Japanese publisher and Buy.com owner Rakuten.

The transition to our new platform has caused challenges for some of our customers resulting in longer phone wait times, and delayed email responses," said Mark Stevens, vice president of customer care, wrote in a letter to customers. "We have been working diligently to identify the problems and resolve them to reach the level of service our customers expect. As a result, we expect to see significant improvement in response times within the next week."