[Sirtel]

I'd also add: what exactly did you ask them to do? To repair your Kobo? To replace it? If you didn't ask for a replacement, then the CS rep might not have understood what you wanted them to do; if you only asked them to repair it, then yes, they should have offered to replace it, but some particularly dim CS rep might just have said they don't repair broken devices and not offered anything else. In that case you should have asked them to replace it yourself.