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When I come to replace my Glo (hopefully not for a year or two yet) I'll look at what else is available at the time, but if I had to replace it today I would definitely buy another Kobo, possibly another Glo, or more likely the H2O.
I've had my Glo coming up on two years now, I use it every day and my cat often knocks it off my dresser in the morining to tell me it is time to get up and feed her. The hardware is working well, as good as new except for a slight reduction in battery life. (The hardware features most important to me are: E-ink screen; frontlight; infra-red touch; expandable onboard storage. I wouldn't consider buying any device that didn't have those capabilities.)
The firmware has improved dramatically since version 2.1.5 that it came with. It has bugs, but I weigh that against the fact that it also has many features that other devices don't (most important to me is the fine adjustment of settings such as line spacing and font weight), and that almost all of the bugs are either easily fixed or avoided or else don't affect the core reading functions that I use. (In fact the only current bug that bugs me at all is the lack of hyphenation for the first line of a paragraph in the epub reader, which is fairly minor.)
I haven't needed to use the customer service very often, the few times I have were to do with ebooks bought from the Kobo store, and in each case my problem was either fixed promptly or a full refund offered. I've never been asked to do a factory reset.
Overall my experience with Kobo has been very positive, they have failings but those are outweighed by their good features. If the device I bought had hardware faults then I might well feel less positive about it, but that can happen with any brand of device, which is why I'd always buy from a local retailer so I am covered by New Zealand consumer protection law.
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