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Unless you need a device replacement (or have book issues, which is kinda separate; not all Kobo users buy books there): the best Kobo support you can expect will usually be here on Mobileread. I've found that there's a terrifically knowledgeable and helpful community here.
Re contacting Kobo: I've done so a couple times, and listened to experiences here and elsewhere. My suggestion is to use phone or live chat, not email.
There is a small but extremely vocal community elsewhere who are very, very upset that Kobo won't replace their smashed devices under warranty, and who claim that the device just smashed itself, sitting completely undisturbed in a case on a shelf. I've never quite been able to figure out what exactly is going on there, but there you go. One other perspective.
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