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I'm not sure if Kobo customer service is malicious or inept.
(The people I talk to are nice, but they don't have any control over
anything, they can only take down information that others there are
supposed to do something with.)
I ordered a Kobo Forma on their website, then I tried to immediately
cancel it (the website said that I can do that). The website said that
I hadn't actually placed the order and so I couldn't cancel it. When
I talked to a representative I was told that I never ordered it.
It was sent to me anyhow, although the box had no receipt or order
number. I checked the website, where my order finally showed up,
although it said it my order hadn't shipped yet. I checked my credit
card, and I was billed for it. I've chatted with several
representatives trying to return it (as the website said that I
can), with no luck so far. One representative slipped up and
accidentally sent me some return labels, but I was immediately told
that I couldn't use them, and no new labels have been forthcoming. I think
my return request was actually canceled.
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