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Just an update a month on for anyone interested in my Kobo/Rakuten frustration...
I contacted Kobo through Facebook as recommended here, and they sent a "sorry" email and asked for my Kobo account address so they could give me a token courtesy store credit.
A+ for appropriate response, but FAIL as I still have not received any further communication from Kobo about my RMA... and they didn't follow through and provide a courtesy store credit. I replied back via Facebook and FB shows that they read the message, but didn't bother responding. I forwarded my original correspondence to their escalation email, and again no one responded.
I've had my credit card company do a chargeback of the original invoice amount to them as an unresolved merchant dispute, so I have my money back. Wonder if that will get their attention? At this point, whatever. I'll stick with Amazon's stellar service and the much better Kindle UI & responsiveness. I like the larger screen and all screened electronics should move towards twighlight lighting, but those don't provide enough value to offset their miserable unresponsiveness/unhelpfulness.
Of course, YMMV.
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