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I haven't had to deal with Amazon CS, I generally don't use them. As for Kobo, when I pre-ordered my H2O I had issues getting a tracking number, calling Kobo got mixed results, they initially told me to wait a few days, then it was a few more, finally I got tired of waiting (this was a week+ past when it was meant to have shipped) and I was a bit more aggressive, though not mean, and finally got a tracking number.
Not really what I'd call ideal CS, but this seemed to be the norm at the time, Kobo just had issues getting tracking numbers to US buyers. So okay, I'll cut them some slack on that issue.
Flash forward to more recently, my mother lost her Kobo Glo HD, or it was stolen, either way it was no longer in her possession. We called Kobo, explained the situation, they told us she'd need to make a new account and they could transfer everything over and then deactivate her old account. So when she got a new Kobo, this time going with the Kobo Aura 2nd edition, we called again and while it took some time, the CS rep was good, she understood what had happened, what we needed to have done, and presto it was done. I'm pretty sure they even let my mom keep the 5$ bonus that they're offering for new accounts.
So while their CS was questionable a few years back, in my experience it's improved markedly.
I will note i did not vote in this poll as I don't have experience with Amazon CS.
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