On January 18 I received an email from Kobo stating that my replacement ereader would be shipped. So today, when I still hadn’t heard anything more, I called to inquire. I got through to someone and, after a lot of back and forth, she was able to get me a UPS tracking number. Apparently it was shipped on 1/20. That was way to long for me not to have received it. When I tried tracking the package on UPS, their site tells me that a shipping label was created on 1/19 and when it arrives at their facility they will update the tracking information. So I started a text chat with Kobo. The woman was very nice and referred my problem to the “device replacement department.” So within 24-48 business hours I should hear something back from them. Maybe.
I still prefer Kobo ereaders to Kindle, but their customer service is bad. The people I have dealt with have been nice, but they haven’t been able to solve my problem in over 3 weeks! It’s crazy.