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I am flabbergasted by the lack of knowledge of the support people. The actual useful information has come from the forums. They should be very grateful that many of their problems are being solved by strangers on the internet.
I have yet to have a reply to an email where it felt like they had actually read my email and it took back and forth and then ignoring me most times.
The people on the phone are indeed friendlier but again not knowledgeable about the product.
In the store I went to they basically knew where the display was for the Kobo (not sure if they had any and not anxious to find out). Maybe it is because I am an old fat broad and they had younger more interesting customers to attend to but twice I have been in there now and they were useless.
Luckily I was used to figuring things out myself thanks to having to manage since I bought the damn thing. Today all I wanted was a reading light and they pointed to the escalator. When I expressed concern that it might not fit I was told "open the package carefully when you get home if you intend to return it"
I bought it and opened it in front of him and just said "No point in walking all that way just to come back". He just stared at me. The thing fit my kobo and I left.
I guess Kobo has taught me independence. :-)
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