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Try dealing with Kobo customer support directly. Whoever you bought it from will probably direct you there anyway. It will no doubt be very frustrating. They will take you through their little help script and get you to try absolutely everything you have already. If they try to blame you and you don't agree with them, persevere and if necessary ask to escalate it to a higher level.
I haven't used the Kindle Voyage, but I actually think the H2O is either first or second in the best ereader stakes. Unfortunately it comes with the built-in disadvantage of possibly having to deal with Kobo Customer Service. Good luck.
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