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Old 04-12-2011, 10:38 AM   #11
Worldwalker
Curmudgeon
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Posts: 3,087
Karma: 722357
Join Date: Feb 2010
Device: PRS-505
Quote:
Originally Posted by unicorn1 View Post
I'm sorry, what was your title at Kobo?
I disagree with your contention that Kobo should give you a free $50, so I must work there? By that logic, a fair percentage of the population of MobileRead works for Kobo. This leads me to the natural question ... where's my employee discount?

Quote:
Why would I have checked to see if it went through when it plainly told me it didn't and to repeat the process??
Because it's a website. Websites glitch. It would be nice if online credit transactions worked as smoothly as in-person cash transactions, but they don't. Acting as though they do just because we want it that way doesn't change that. Knowing this, I make a practice of ensuring that everything I buy 1) really was bought, and 2) was only bought once. In the time I've been buying things online, I've had failures in both ways. Maybe everything should work perfectly every time, but it doesn't, and acting on hope and assumptions instead of facts only hurts me. Taking the time to check ensures that I don't run into future problems.

Quote:
Did you even read where I said I kept checking my email for over 15 minutes??
You have an account, yes? Did you check that account? I make a practice of doing exactly that for that exact reason. I buy a lot of things online (these days, it's a heck of a lot cheaper than burning the gas to go to somewhere you can buy them in person). And I always make sure I'm getting what I think I'm getting, and paying what I think I'm paying, because I know how easy it is for one or the other not to be true. I'm not saying that's the way that it should be, but that's the way that it is, and I pick my battles. Trying to insist to the world at large that all websites should always function perfectly is a battle I would never win.

Quote:
And why would I have wanted to let my mom know I was only spending $50 instead of $100??
There is no secret to how much a gift certificate is worth!

She knows that you were spending $50 instead of $100. She also knows you were spending $50 instead of $500, or $5000, or any other amount. Where's the great secret in how much you were and weren't spending? "Kobo's website glitched and sent you two emails" has several advantages, not the least of which is that it's true. "Kobo's website glitched and charged me twice" would also be true.

As a general rule, when people buy me bookstore gift certificates, they buy me one for the amount they intend, not two for half that amount. If someone wants to buy me a $100 gift certificate, they'll buy me a $100 gift certificate. I would find nothing whatsoever unusual if I got two $50 ones and was told that one of them was sent in error; I'd find it far more unusual if one of them wasn't.

If your mother doesn't understand this, or doesn't accept this, or insists that she should get $100 even though you only paid for $50 ... well, I begin to see where you learned "Kobo owes me free money" from.

Quote:
You hit the nail on the head when you said "Kobo's website glitched". BINGO!! Whatever happened to customer service and taking ownership over glitches and mistakes??
From what you posted, it looks like they did. It looks like they tried to make it right -- they gave you a refund for the gift certificate that was issued in error. That's customer service. When you got all unreasonable on them, they even gave you a code for a free book -- which you promptly used, not to get a book that you wanted by way of apology, but to "stick it to them" because you wanted to hurt them (and all their other customers) because they didn't give you free money.

Handing out free money just because someone demands it is not customer service; it's business suicide.

Let's look at it another way: let's say your post was, instead, one thanking Kobo for giving you a free $50. Let's further say that I thought this was a good idea, and immediately went to the Kobo site, bought a gift certificate for $50, and clicked the button twice, or took a look at the page code and generated a spurious second click, so they sold me two gift certificates at once. I then demanded that Kobo refund my money for one of them, but honor both of them. Should they?

If they should, what happens when everyone from MobileRead, all 100k+ of us, does the same? That's five million dollars worth of free money.

And if they shouldn't, how can they tell the difference between us?

Quote:
When you talk to "Shannon", which I'm sure you will as you must work there, you can let her know my "easy" gift giving experience that they advertise was anything but.
And there you go again ... everyone who disagrees with you must work for Kobo, because anyone who doesn't would agree that you deserve to get $100 but only be charged for $50. You're really starting to look childish.

Also, you're wrong. I don't work for Kobo. I've never bought a reader from Kobo (if you'll look to the left, you'll note that I own a Sony PRS-505). I've never bought a book from Kobo (if you'll look down, you'll note that I'm very hostile to the whole concept of DRM). I've never bought a gift certificate from Kobo (the only people I buy those for prefer to read paper books). I don't think I've ever even been to the Kobo website.

You're making too many assumptions. You're assuming that everyone who doesn't work for Kobo would agree that you have a right to pay them $50 for $100 worth of merchandise. You're assuming that everyone believes every detail of your story, without needing to hear Kobo's side (which I'm beginning to imagine, having worked retail) and will therefore support you. And most of all, you're assuming that I'm as unknown to the people reading this as someone who just registered, and I have no well-known positions about anything. That's why I'm chuckling right now, by the way. Assuming that I work for Kobo is kind of like assuming that Steve Jobs works for Microsoft. My hostility to restrictive online bookstores and their DRM-locked ebooks is well known. There are probably people laughing about how you managed to get Worldwalker to say that an ebookstore wasn't wrong about something.

No, I don't work for Kobo. And I don't usually think they're right about things. That might serve as an indicator of just how strongly I feel about the facts presented in this case: this time, I do think Kobo did the right thing. And I think the person who wanted to pay $50 and get $100 is, in fact, wrong.
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