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I haven't had a lot of contact with Kobo support, but when I have, the phone support was light-years ahead of frontline email 'support'. Email seemed to be staffed by mostly-asleep kobots who copypasted a potted answer completely unrelated to the issue, and asked an enormous list of questions again unrelated to the matter at hand.
Phone support had to go through a script of course, but was fairly responsive and understanding, and seemed rather more targeted and reasonable in their approach.
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