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Ii have had a good experience so far: when my first Mini started to malfunction, and I was in Mexico with no Kobo presence at all, the people with the online chat were very helpful, and said I could get a susbtitute, but would have to go back to where I purchased it originally (a WHSmith where I live). I passed through Heathrow with my device and nothing else (though presumably they cna check serial numbers), simply explained that Kobo had written that I could exchange it, and the chap simply exchanged it with a new one, giving me a receipt for it for warranty purposes. This to me is great customer service.
More recently, I had a problem with a book purchased from Kobo: for some reason it had been encoded as if it were a book in Italian, so that to get the vocabulary to work it required a few extra touches. They offered to refund the book (I did not take the offer up).
All in all, I am very pleased with their customer service, but from other experiences others have been less lucky.
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