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I've only dealt with Kobo's customer service twice. The first time I was checking on the status of an order which seemed to take longer to ship than promised, and they were helpful and polite. I called, and the gal said she would look into it and get back to me. She called the next day, apologized for the delay, and told me that shipping information would be emailed to me within the next day or two.
The second time there was a confusingly worded promo on their site which suggested that I could get some books for free when, in fact, Kobo charged me full price. I called, explained the problem, and they happily refunded my money.
Customer service is like anything else in business... not every employee is good at their job, and the luck of the draw is not always in your favor.
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