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I would have to disagree. I've had several interactions with Kobo customer service that have been entirely satisfactory, and did not boil down to "give a store credit."
1) I asked the company about acquiring a released ebook that wasn't in their inventory. A couple of weeks later, it was. (I have no idea how quickly the book was added; I certainly wasn't checking for it every day.)
2) When my Aura HD developed a hardware fault (it wouldn't charge) getting a warranty replacement was quite painless.
3) I purchased Susan Cooper's "The Dark is Rising" (#2 in the sequence) because the info on the Kobo website led me to believe it was a collected edition of the entire series. Kobo not only refunded my money, but they corrected the problem on the website (The book is now clearly just #2. There is no e-book collected edition of that series.)
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