I love my Kobos (Aura and Aura H2O) but I do wish I didn't have to phone Kobo when I have a problem. I've always had a bit of a phone phobia and it doesn't help that my hearing isn't quite what it was. One of my favorite things about the internet is that it helps me avoid the phone.
In the past I've been able to just fill out the form on the Kobo site and someone would look into the problem and email me with a solution. It was generally a simple problem like a faulty acsm file that downloaded the wrong book or a coupon that didn't work.
That doesn't seem to work any more. The last couple of times I filled out the form the only response I got was an email a while later that said they assumed my problem had been fixed and that I should call them if it hadn't. I guess that worked out well for them because I didn't call; fortunately not much money was involved.
I'm lucky to have a husband who doesn't hate phones like I do. When I had my only real Kobo problem (somehow when I pulled my H2O out of a zippered case the port cover got caught on the zipper and got detached from the Kobo
) he persevered through several layers of Kobo support until one CS rep actually found a tech type who knew how to get it re-attached.
