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Well, it seems I was correct about the resolved issue, at least when it comes to issues you email into Team Kobo.  The process works like this:

  1. Send in problem report
  2. Receive automated response that you will get a response in the next 24~48 hours
  3. Get a cut and paste email solution or request for pictures of our kobo
    1. If they need pictures, you will receive an email letting you know the problem was caused by physical damage (e.g. you broke it) and that they will not be helping you any further
  4. The issue will be considered resolved unless YOU re-open  the issue with Team Kobo within ten days (see below the line for a sample).

I am currently on vacation, but I am lucky enough to have internet access, or I would have missed my window on the latest problem.  It is so difficult to get good tech support in the first place, I can’t image how hard it would be to do it if you did not respond to Kobo in a timely fashion!  You know, its not like you are the only person they have to rip off today.

On Sun, Jul 14, 2013 at 9:01 AM, Kobo Customer Care <help@kobobooks.com> wrote:

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.If this issue is not resolved to your satisfaction, you may reopen it within the next 10 days.Thank you for allowing us to be of service to you.

[Kobo eReader Glo] – Frozen Issues on eInk Device, Won’t Turn On From Sleep State