From the Kobo bog:
In order to keep pace with our rapid growth and to provide a more global support model across many products, countries and languages, we recently made a number of changes to our customer support infrastructure. We expect that these changes, when complete will allow us to serve more readers, with a higher quality of service around the world.
The transition to our new platform has caused challenges for some of our customers resulting in longer phone wait times, and delayed email responses. We have been working diligently to identify the problems and resolve them to reach the level of service our customers expect. As a result, we expect to see significant improvement in response times within the next week.
While the world of eReading is a rapidly changing one, ultimately our goal is to make it easy for you to get your questions answered quickly and to take technology out of the equation so you can focus on your reading enjoyment.
Thank you for your ongoing support,
VP Customer Care
Additionally, Kobo has issued a new firmware upgrade for their Vox eReader Tablet that will be automatically downloaded and installed when users power up the device and connect via wireless.