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Just for the record: I've dealt with Kobo's Customer Service dept on several matters over the past few years. Every time the matter has been resolved to my complete satisfaction, including a warranty replacement of my original Aura HD.
No customer service department is perfect, and it's true that people seem to report more satisfactory results when dealing with Amazon. However, I feel the need to point out that Kobo's department doesn't seem as bad (to me) as a lot of the reports around here would suggest.
Sorry to hear about your bad luck, Susie. I can sympathize; lost my last Kobo Aura HD to a drop on a set of stairs. My wallet hated me.
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