I don't consider expecting Kobo's CS to get better to be "whingeing," but I take your point. I actually like problem solving. Except when it includes bashing my head against a a brick customer service wall.
If Kobo allows people without their devices to buy their books, then they need to get better at training their CS reps to recognize that people without their devices
will be buying their books ... and perhaps need their assistance from time to time. At least add the situation to the tech support dartboard.
