What are Kobo Customer Service Tickets?

radarguy · 10-26-2011, 01:21 AM

I have repeatedly tried to contact Kobo about a problem with an original Kobo. They advise me of a ticket number and say that I should provide information requested in the ticket. I can't find this "ticket", so the keep cancelling my request. What and where is my "ticket", incident 111009-408248?

taming · 10-26-2011, 08:10 AM

You can do all that by email--write to help@kobo.com and continue the process by email. There used to be a web interface for open tickets, but perhaps because I don't have any, I can't see it now.

The Terminator · 10-26-2011, 12:19 PM

No they did away with the old system. You now have to do everything by Email. The "Incident" number is your ticket number.

With the new system you can't view your previously submitted tickets any more, so no more viewing what you already submitted.

I personally liked the old system better.

taming · 10-26-2011, 03:59 PM

That's one reason threaded email (and labels/rules) are so good

.

The Terminator · 10-26-2011, 05:05 PM

Yes, if you start your ticket in the new system, but mine was transferred to the new system so I couldn't view the 7-8 last entries.

yhamm · 10-27-2011, 03:10 PM

If your ticket was transferred to the new system, it might be worth it to email them again to make sure the ticket is still open.

It took a month for my issue to be resolved. The original ticket was opened at the end of September; received a response one week later stating the problem was escalated to Tier 2. Then, after waiting three weeks, I email again only to be sent an automated response about Kobo's new system. So, I emailed them again, and was sent a new incident number. Not sure what happened to the old ticket.

The Terminator · 10-27-2011, 09:39 PM

I received my new Kobo Touch today.

10-26-2011, 01:21 AM	#1
radarguy Junior Member Posts: 1 Karma: 10 Join Date: Oct 2011 Device: kobo	What are Kobo Customer Service Tickets? I have repeatedly tried to contact Kobo about a problem with an original Kobo. They advise me of a ticket number and say that I should provide information requested in the ticket. I can't find this "ticket", so the keep cancelling my request. What and where is my "ticket", incident 111009-408248?

10-26-2011, 08:10 AM	#2
taming Trying for calm & polite Posts: 3,491 Karma: 8175999 Join Date: May 2010 Location: Alberta, Canada Device: kobo original, WiFI, Touch, Glo, and Aura	You can do all that by email--write to help@kobo.com and continue the process by email. There used to be a web interface for open tickets, but perhaps because I don't have any, I can't see it now. __________________ Taming Goes Rogue

10-26-2011, 03:59 PM	#4
taming Trying for calm & polite Posts: 3,491 Karma: 8175999 Join Date: May 2010 Location: Alberta, Canada Device: kobo original, WiFI, Touch, Glo, and Aura	That's one reason threaded email (and labels/rules) are so good . __________________ Taming Goes Rogue

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10-26-2011, 12:19 PM	#3
The Terminator Wizard Posts: 2,554 Karma: 37299838 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	No they did away with the old system. You now have to do everything by Email. The "Incident" number is your ticket number. With the new system you can't view your previously submitted tickets any more, so no more viewing what you already submitted. I personally liked the old system better.

10-26-2011, 05:05 PM	#5
The Terminator Wizard Posts: 2,554 Karma: 37299838 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	Yes, if you start your ticket in the new system, but mine was transferred to the new system so I couldn't view the 7-8 last entries.

10-27-2011, 03:10 PM	#6
yhamm Zealot Posts: 126 Karma: 910504 Join Date: Oct 2011 Location: Canada Device: kobo touch	If your ticket was transferred to the new system, it might be worth it to email them again to make sure the ticket is still open. It took a month for my issue to be resolved. The original ticket was opened at the end of September; received a response one week later stating the problem was escalated to Tier 2. Then, after waiting three weeks, I email again only to be sent an automated response about Kobo's new system. So, I emailed them again, and was sent a new incident number. Not sure what happened to the old ticket.

10-27-2011, 09:39 PM	#7
The Terminator Wizard Posts: 2,554 Karma: 37299838 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	I received my new Kobo Touch today.


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