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I was running into similar issues with customer service. I originally wanted to swap out my new Aura, due to pinprick issues. The issue was escalated to Tier 2. After almost 2 days of no response from Tier 2, I contacted Kobo again and decided I wanted a refund. I figured I would try the PW2. Well, 2 days later, I received another email telling me a replacement Aura had shipped. This really ticked me off, because I had already put the other device and sleep cover in the mail for a refund, and now I was going to have to pay for shipping back on a second device.
Now the good part. The second device arrived yesterday, and I, like others, also received an Aura HD, instead of a replacement Aura. After a day of use and comparison with the PW2, I am keeping the HD and gifting the new PW2 to my wife. I love the HD.
I contacted customer service about the mistake. I offered to keep the HD if they would send me a sleepcover, which they did agree to. Overall, my initial CS experience was shaky, but they more than made up for it.
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