[taming]

Pokee, the Tier one support changed very recently--I don't have the exact date, but I would guess that it has been well short of two months. That means that initially everyone was brand new. Yes, people have accents that are sometimes difficult to understand. Heck that is also true when I shop at The Bay or my local 7-11. I don't know what part of Vancouver you may live in, but even in Red Deer Alberta we have a whole lot of people who speak with heavily accented English.

The fact that people speak with an accent or are located in St. Lucia is not a reason to be afraid to use support or to say derogatory things about Kobo.

And honestly, I don't get why anyone would be afraid to try the support line. It's not like those awful people are going to hunt you down and steal your jewels. the worst that happens is you will have a less than satisfactory answer to your question.