[taming]

They recently started using a tier one help desk in St. Lucia (which is not in India, btw). I would not assume that customer support is lousy because it is there, rather I would assume customer support is lousy because everyone working there is just out of training on Kobo products and, most likely, they are still not up to full staffing.

Kobo knows that the support has been rotten, so telling horror stories is (from my POV) somewhat off topic. The news is that we have now been told that the company is acknowledging it and, more importantly, that they expect big changes to happen soon.