Originally Posted by NightGeometry
When my shower breaks I am not really very good at fixing it - I can tell a plumber that water doesn't come out when I turn the tap, that it stopped while I was away for the weekend, and that the rest of the taps work. That is about all I can say to help, and I suspect my shower is a lot more straightforward than even a fairly basic software system.
It is my plumbers job to fix my shower, I can try to help, but most of the time s/he'll just want me to get lost. It is my job to keep my users tools running. It is any system providers job to provide useable tools that do what they should.
Isn't this what some are saying people should do when they have an issue with Kobo
Instead of just saying it's broke, fix it, give a few details
If your shower was broke, you gave some details of the issue to the plumber, not just phoned him and said "my shower is broke, fix it"
I work in support so know it is hard to get information from people, but some basics really do help
instead of saying
"When I read a book on my Kobo it freezes"
change it to
"When I read 'name of book' it freezes"
**most of that a general reply to thread, just quoted you to comment on plumber example