Kobo eReader - AGAIN!! [Incident: 120423-000048]

Sorry to be such a grump about the Kobo eReader but the saga continues(seeThursday, 5 April 2012), since the forced Kobo upgrade, the website now hangs and comes up with error messages, and the computer refuses to talk to the reader.
I have un-installed the website and reinstalled 4 times, deleted all the program bits I can find, plus resetting the reader back to the factory settings, 4 times! - still not working!!!
They, Kobo have told me that they have escalated the problem to level 2 whatever that means.
Does this mean the Russia's are about to launch missiles?
Or in computer help desk speak does it mean? "this person is being a pain in the....". "maybe the escalate phrase may get him off our case".