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Customer service is all in the eye of the beholder.
Like most on here, I do think the OP wasn't entitled to much more than s/he was offered. But the long hold times and long delays with no response to email inquiries is pretty sucky from the customers perspective.
Lack of manpower on Kobo's part may well explain it, but an explanation isn't a justification.
Let the user be unhappy with the service received. They are entitled to their opinion.
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