When we're talking about customer service what is there besides personal experience to go by?
I've had two encounters with Kobo service and actually both turned out pretty well. But both times they were nearly impossible to get on the phone. One time took over two weeks of trying every day. That doesn't speak well of their service.
I bought a Kobo Aura new some time ago and it had a defect but not one I couldn't live with so rather than put myself through that to exchange it I just lived with it.
By the way I've also had a couple of other experience with Rakuten's service from Buy.com and even though both turned out okay, they sure did go out of their way to make it difficult.
That's just my personal experience.
That said, I like my Kobo's a lot. I prefer my Kindles but I use both and if I could only have the Kobo I wouldn't be unhappy.
Barry