[sabryna131]

Hi. I just went through the exchange process in oct. and it went very well. I went through the kobo website and email instead of phone process. I had lines develop on the glo hd that I got from chapters indigo. I explained the situation in an email and was never asked for pics although I had taken some just in case. I explained things in detail in the email and they sent me a request for the receipt for the purchase and I contacted chapters and they emailed me one. They then let me know that I was eligible for a replacement and they sent questions about the kobo i had and mailing address and such . And I also got a usa address to send the faulty ereader to. When I communicated with them I asked if I needed a replacement and was nonconfrontational with them and it was really an easy process. I had heard all the horror stories about kobo customer service too but the email process was easy. It might be worth a try.