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I have experienced exactly the same issues you have described. I called customer service as well, and after explaining and re-explaining they were able to add a preview back to my library. I also do not want to have to tirelessly go through each preview over the phone to have it added back for me.
After my call to their customer service I received an email for a survey following up on my experience. I explained this issue in detail and even offered a way for them to contact me directly or by phone if they were interested in resolving my issue, however I have not heard anything back from them.
It's comforting to know that I'm not alone! (I use the Kobo app on my iPad)
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