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I've used Kobo's customer service three times. The first time they were great. The second time they tried but didn't seem to actually have the information they needed (I've encountered this before, where CSR's didn't even know basic things about the company/products they were representing, the worst was with Tesco about three years ago where they didn't even know thier own returns policy, luckily I had printed it out and they couldn't argue) and the third time they were shocking. Mainly because the person I was speaking to didn't understand english.
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