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It will be interesting to see. The wait times seem to have gotten ridiculously long recently from what I've read (especially on phone where you used to get virtually straight through), but beyond Tier 1 answering the phone right away the issue of extremely long waits/no contact for problems Tier 1 couldn't handle isn't new. I'm hoping they are putting some resources into bumping up Tier 2 and beyond service. It's good to see they are acknowledging some of the issues, but when it took pretty much a week to get any acknowledgement that lots of users were unable to sync books (and postings on GetSatisfaction that this seemed to be a new issue that they were unaware of for most of that week), the issue is deeper than just getting a reasonable front end phone centre working properly.
I really hope they get it all sorted out, because I love my Kobo's and I want to see them around long term and the customer service issues are bad enough that it has to be hurting them no matter how good the device is.
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