I have been posting here for a while on and off. I bought the Kobo to support small Canadian companies and I liked the look of the device. I actually really enjoyed having the device, and I liked how often they updated the firmware. I'm a student in engineering and was even considering applying to Kobo for an internship.

Unfortunately, one day my screen malfunctioned. There was no drop, no crack, no physical damage to the device... part of the screen is stuck in place and does not change.

I contacted Kobo Support. After a week (!) of waiting, I finally received a reply. I sent them my touch, and a few days later I received word that they would not be replacing the unit as I had "damaged" it. I will repeat, there was NO physical damage to this unit.

Thus far I have had no luck in contacting a manager (or even an actual telephone number - the one Chapters gave me is disconnected and all they have on their website is an email address) to even speak to someone about this. I am very, VERY unhappy and will be warning all of my friends about how poorly this company has treating their customers. I really wanted to support a small, starting Canadian company. It looks like I should have just gone with a Kindle or a Nook instead.

If someone from Kobo happens to read this and can offer ANY assistance, please send me a PM. I have not yet decided if I'll pay their $60 fee to replace the unit.

In short, cross your fingers that your screen isn't defective. It'll cost you $60 plus shipping.

Drew

I would just like to note that I'm not trying to be a jerk or anything. I'm just a bit stunned at the way Kobo Support has treated me. Obviously not every company can be Apple, but don't immediately jump to the conclusion that I smashed my Kobo on the ground or something.

Strange. When I broke the screen on my Kobo Wifi (not touch). I let them know exactly what I did... I accidentally leaned on the screen and cracked it and they still replaced it for me at no cost. I wonder if they have changed their policy since.

Strange. When I broke the screen on my Kobo Wifi (not touch). I let them know exactly what I did... I accidentally leaned on the screen and cracked it and they still replaced it for me at no cost. I wonder if they have changed their policy since.

THIS is how it should have been dealt with. I'm disappointed that they've since changed their stance on these things.

Here is the telephone number for Kobo Customer Support.

Kobo Help Line, United States and Canada:
1-866-204-4714
(8am - 12am EST)

Here is the telephone number for Kobo Customer Support.

Kobo Help Line, United States and Canada:
1-866-204-4714
(8am - 12am EST)

Thanks. I asked them for a call back and they did call me back. I'll update this thread tomorrow with how things turn out. I'm really hoping that they will reconsider replacing the unit; it's not really an excuse to say that it would be replaced had I purchased the extended warranty. If warranties don't apply to defective e-readers not damaged by the customer... then what are they for?

I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_plan

Unfortunately, one day my screen malfunctioned. There was no drop, no crack, no physical damage to the device... part of the screen is stuck in place and does not change.

This is exactly how a broken eink screen looks. Parts of the screen (being static) will remain "stuck" since it's no longer getting a signal. Since it's eInk they're bistable and the image that was there when it broke remains. Some of the screen still has a good connection and is being refreshed, some doesn't.

This is exactly how a broken eink screen looks. Parts of the screen (being static) will remain "stuck" since it's no longer getting a signal. Since it's eInk they're bistable and the image that was there when it broke remains. Some of the screen still has a good connection and is being refreshed, some doesn't.

That's what I figured, first eInk device I've owned.

I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_plan

I see that now. Obviously, in retrospect I would have done that now. I'm just used to devices coming with warranties that include non-user initiated failure.

Kobo Customer support is inconsistant at best.
It seems the response you get depends on the individual who deals with your issue. Sometimes this can be wonderful as there are some Kobo employees who go well above what would be expected. Sadly it seems that there are also quite a few grumps who prefer to ignore or frustrate their customers.

Good luck!

Kobo Customer support is inconsistant at best.
It seems the response you get depends on the individual who deals with your issue. Sometimes this can be wonderful as there are some Kobo employees who go well above what would be expected. Sadly it seems that there are also quite a few grumps who prefer to ignore or frustrate their customers.

Good luck!

Thanks! I think that's just customer service in general, just kind of hoped that small Canadian companies will be different. We'll see what happens now.

I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_planThey certainly don't do a very good job of promoting this. This is the first that I'd ever heard of it.

They certainly don't do a very good job of promoting this. This is the first that I'd ever heard of it.

I was told on the phone that you have the option to do this on your first setup with the Kobo software.

Is it just me or that a bad place to put a warranty program? Most people will just click through those first steps (license agreement, etc).

I see that now. Obviously, in retrospect I would have done that now. I'm just used to devices coming with warranties that include non-user initiated failure.

Your case should be covered by the Standard One-Year Warranty. Here is the applicable section: What is covered by the one (1) year Standard Limited Warranty?
Subject to the terms and conditions of this Limited Warranty, Kobo warrants that the
hardware components comprising your eReader will be free from defects in materials and
workmanship under normal consumer use for a period of one (1) year from the date of
original retail purchase (the “Standard Warranty Period”).

The Extended Protection Plan extends the items covered by the Standard Warranty to two years and includes damage caused by accident.

Here is the complete warranty document. (http://download.kobobooks.com/learnmore/touch_userguides/Kobo_eReader_Touch_Warranty.pdf)

Your case should be covered by the Standard One-Year Warranty. Here is the applicable section:

The Extended Protection Plan extends the items covered by the Standard Warranty to two years and includes damage caused by accident.

Here is the complete warranty document. (http://download.kobobooks.com/learnmore/touch_userguides/Kobo_eReader_Touch_Warranty.pdf)

This was my point. They didn't say that I lied and actually smashed the unit on the pavement but they also said that their warranty agreement doesn't cover the replacement of a defective screen.

I'm pretty stumped as to what to do. Pay the obscene $60 to fix a device I didn't break? Live with an expensive paperweight?

Your case should be covered by the Standard One-Year Warranty. Here is the applicable section:

The Extended Protection Plan extends the items covered by the Standard Warranty to two years and includes damage caused by accident.

Here is the complete warranty document. (http://download.kobobooks.com/learnmore/touch_userguides/Kobo_eReader_Touch_Warranty.pdf)

Jeese! I hear Amazon just sends you a new Kindle and lets you dispose of the broken unit.

Jeese! I hear Amazon just sends you a new Kindle and lets you dispose of the broken unit.

Which is why, even as compelling as the Kobo touch was, I stayed in the Amazon ecosystem for my last eReader purchase. I seriously wanted our third eReader to be epub compatible, but instead, they're all Kindles. I wonder how many Kindles Amazon has sold due to people having confidence that they'll be taken care of if they break one.

Which is why, even as compelling as the Kobo touch was, I stayed in the Amazon ecosystem for my last eReader purchase. I seriously wanted our third eReader to be epub compatible, but instead, they're all Kindles. I wonder how many Kindles Amazon has sold due to people having confidence that they'll be taken care of if they break one.

I know what my next eReader will be.

I know what my next eReader will be.

Just be aware that there are some people bitching about the $85 fee that had to pay to have their kindle repaired in that forum. (others are talking about getting a free replacement just as you can find both stories in this forum).

Personally I suggest you spend some time arguing with Kobo support that it is not your fault and is a defect that is covered under the warranty. Worst thing that can happen is you still have to pay the $60.

This was my point. They didn't say that I lied and actually smashed the unit on the pavement but they also said that their warranty agreement doesn't cover the replacement of a defective screen.

That's not correct. Follow the link in this thread and read the basic Kobo warranty - it does cover replacement of a defective screen, unless the defect was caused by an accident or misuse. The only part it doesn't cover is the battery (and really Kobo shouldn't weasel on that either since the battery is built in, non-replaceable, and should last at least a year).

It sounds like the Kobo rep you dealt with is taking the official position that the damage was caused by accident or misuse. Did they tell you to send it in for inspection so they can determine the cause of the defect? That's certainly the least they should do.

It sounds like the Kobo rep you dealt with is taking the official position that the damage was caused by accident or misuse. Did they tell you to send it in for inspection so they can determine the cause of the defect? That's certainly the least they should do.

Call in and talk to another rep. ;) And if they don't suggest sending it in for inspection, ask if it's possible. Polite but firm, and relentless, that's the way to go. :)

Firm and polite turned out to be the way to go (they've already got the broken unit). New one is on the way :)

+1 for Kobo.

Just be aware that there are some people bitching about the $85 fee that had to pay to have their kindle repaired in that forum. (others are talking about getting a free replacement just as you can find both stories in this forum).

Personally I suggest you spend some time arguing with Kobo support that it is not your fault and is a defect that is covered under the warranty. Worst thing that can happen is you still have to pay the $60.

Interesting. Good to know... Kobo wins.

Firm and polite turned out to be the way to go (they've already got the broken unit). New one is on the way :)

+1 for Kobo.

Excellent! I'll add that to my little comparison list for possible back-up readers.

Firm and polite turned out to be the way to go (they've already got the broken unit). New one is on the way :)

+1 for Kobo.

Firm and polite is always the way to go.
It's just a shame you had to go through being told that it wasn't covered by one rep before having the Kobo replaced.
I wish they could be more consistent.

Firm and polite is always the way to go.
It's just a shame you had to go through being told that it wasn't covered by one rep before having the Kobo replaced.
I wish they could be more consistent.


It's part of being human. Each person you talk to will be different because each person's comprehension of the policies is going to be different. Not all people can know all things and not everyone will understand all things correctly. It's just like going anywhere.

Suzy will tell you one thing. Bob will tell you something else and Fred tells you something different altogether. It's the human factor. It'd be nice if everyone understood and interpreted things the proper way but it's just not possible. Each indvidual's knowledge base, comprehension level, and life experiences are different therefore, sadly, you will get different answers.

Can you post a photograph of your screen? A broken screen substrate has a very distinctive appearance and is easy to spot.

Glad to hear you were able to get the replacement process going. Based on what was discussed in this thread so far, if it were me, I would have done exactly that, which is to try to phone back or email back to attempt to get a different human being on the either end, who would be more sympathetic to my issue. I maybe even would have tried two or three times more, in fact, if I didn't get success yet.

Anyway, as for the non-prominence of the protection plan: I saw it on their website when researching what ereader to get. If you go to the homepage, then click "eReaders" in the top menu bar, it takes you to http://www.kobobooks.com/touch . In the left menu, fourth from the bottom, is "Protection Plan". I'd say that's reasonably prominent? :) I purchased the protection plan within 1 or 2 days of purchasing my KT, because I was (still am) impressed that it covers even drops and liquid damage.