For my part, I must admit they did not
offer a return of the coupon; I asked for it and the reply was that they wouldn't give me one, to which I asked them to "
please explain why you won't return my promo code seeing as I wasted it on a book I can't download?" They relented after that.
All my experiences with Kobo CS (especially compared to Amazon's CS) have been less than ideal, chat or email. In my opinion, chat is just (mercifully) shorter. What I've found to be helpful is being firm and persistent; my emails/chats with them always read like arguments
