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If there was some manufacturing defect putting stress on the screen, it wouldn't have lasted 2 years, it would have broken long before now. Most people don't realize what they've done to break it, they don't realize that flexing the reader a bit can break it, some object putting pressure against the screen while in a backpack or bag can break it, letting it sit out in extreme temperatures might break it. The majority insist they did nothing to break it, just not realizing when the event happened as well. And it's definitely a broken substrate, those really just don't "happen" without any outside influence.
But whether it just decided to break while sitting there or the user somehow did it doesn't matter at all in this instance. The device is 2 years old (not brand new), and has a 1 year warranty. It's been out of warranty for a full year and Kobo didn't have to do anything, yet they gave him $20 off on a new reader. I'd say that's pretty accommodating and very good customer service. No company would have done any different on any device a full year out of warranty and most wouldn't have offered a discount on a new purchase.
Every company has very busy times and slower times for such calls. If I can't wait, I'll call back early am on another day. It happens. I usually just leave my phone on speaker and continue with my work, 20 minutes really doesn't seem long then.
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