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My experience with Kobo support -- which is excellent in my opinion -- is different.
I had an issue with a Kobo book purchase. I wrote to the support e-mail and had a response back within a few hours. The response directly answered my question and had a follow-up. We exchanged another email, again within a few hours. Kobo provided an explanation and a resolution. I wrote back and complimented them on been very direct in their responses.
I had a very good customer experience with Kobo support.
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