Originally Posted by paola
well, one thing is comparing Kobo's customer service with the ideal customer service we all want, another is comparing Kobo's customer service with that of the competitors. While I do understand from what I read on mobileread that amazon are great with replacing Kindles, when it comes to ebooks my personal experience of dealing with Amazon is rather poor: I bought an awfully formatted book, and complained, and six weeks down the line exactly nothing has happened.
If you look at the brightside, at least Kobo offers a chat where some minor problems can be solved pretty quickly. Sure, all customers services can be improved, and it is definitely right to complain, otherwise they'll never know - but Kobo's CS could be much, much worse!
Bold mine. Not sure if this happened to you recently but you can very easily return an ebook through your Manage My Kindle page within 7 days of purchasing a book. Also when dealing with customer service from ANY company, it's better to call, not email.
Amazons customer service is excellent IMO, but only if you call.