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And it's not just poorly-executed customer service, Kobo's policies are substandard. I've had to return (one apiece) ereaders to Amazon, B&N, and Kobo. With Amazon and B&N, it took one phone call and they sent me a replacement and then I shipped the defective unit back in the pre-paid mailer that came with it. With Kobo, after long negotiations which included sending them pictures of the reader, I had to return it at my own expense and before getting the replacement.
I really really prefer epub readers, but once my trusty Sonys give up the ghost, I suspect I'll feel compelled to get a Kindle. Kobo's just too risky a proposition, especially without a local purveyor.
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