I finally received an email response that evening but since I already exchanged it by then I thanked them and had my ticket closed.
So far my new KOBO has been great (fingers crossed, knocking on wood...etc). It is faster and better than the last one. I ordered a case from ebay since the ones from chapters are sold out and the store had no idea when they would get new ones in.
A family friends has given me his collection of ebooks to add to mine but now I get the pleasure of changing them into epubs with readable fonts
Thanks for the great welcome to the forum.
Kristen