I have both the Kindle PW2 and 3 Kobo Glos and now a Kobo Glo HD. I only bought the PW2 when it was on sale to see what all the fuss was about, and I honestly only use it to get a free monthly book from the Kindle Owner's Lending Library.
I only use the Kobo Glo HD, and before that only the Kobo Glo. The Glo HD has a beautiful, very evenly lit and colored screen. It's absolutely perfect and I love it, and 6" is the perfect portable size for me. I take my reader with every time I leave the house, I'd never be interested in lugging around any larger screen than that.
For me I just never saw the attraction for Kindles after actually using one. The text display (to me) is very poor in comparison to the Kobo readers because you can't add your own fonts, can't adjust the fonts to add contrast or weight, you have very limited margin and line space height adjustments, so the text is too thin and not as dark as I'd like it (for my eyesight). You can't automatically add collections when you add books through Calibre, you must do them manually. And there's no way I'm doing that with even 100 books, let alone those who keep 1000s on their reader. You can name books to sort by series using plugboards in Calibre, but you can't add genre tags doing that.
Yes, page turns will be a bit faster on the Kindle, but page turns on the Kobo readers are still fast enough so the text is ready by the time I shift my eyes to the upper left, so what does it really matter if pages turn a few microseconds faster. And microseconds is all the difference there is.
So bottom line is that Kindles are very uncustomizable... you use it only as you get it (there is a way if you're up to taking it apart and using a serial connection to root it, not sure if they've gotten that far with PW3s yet though). Kobos give you many adjustments which can greatly add to your reading enjoyment, especially if you have poorer eyesight, and allow easy patching without rooting to give you even more customization options. You can also have Calibre automatically add all your books to collections on Kobo readers so they can be sorted by series or genre tags.
I'm quite sure that Amazon's customer service is always going to be better than Kobo's. But I've never had a problem with a Kobo reader to need customer service to find out. I've used them for years without any problems and have never had a broken screen on any reader I've owned. I keep them in decent sleep covers always.
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