[TongueTied]

I read somewhere that Kobo contract out their first tier email support. It looks like they don't monitor it because it is more than useless, it is infuriating. The only decent support I have received from Kobo is on the phone. I don't know if that is in-house or contracted but you at least get people with brains. Of course, their tier 2 support is as common as unicorns and fairies.

I really can't understand why they don't pay more attention to their support since it is probably the main reason current customers become former customers. Before finding mobileread.com, I was all set to buy a Kindle. I even went to a local seller to buy one. The only thing that held me back was that I wanted to do a search to see if a new model was likely to come out soon. Now that it has, I am back to that decision point: horrible kobo support or Amazon. I am still deciding.