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Old 08-05-2011, 07:13 PM   #1
bravodia008
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Talking Broken Screen Blues

I joined this site just to write this.
Also, I LOVE this site. It is so very helpful!

Shh! I will make a confession.
I broke the screen on my Kobo.
I'd bought it last fall,
so we're talking about roughly 8 months later
no receipt
I was travelling with it in my bag without its case (it was adding bulk to my carry-on) I must have shoved in my work binder in too forcefully because later on in the flight, as I eagerly took it out to read my newest downloads...
Half the screen was showing a crack in the bottom right hand corner, on the inside, so the font was all messed up, not a crack on the physical screen.

I was so sad!
When I first bought it, I was having battery issues (would die after a couple of hours of reading), wifi lags (it was seriously slow-- I ended up just disabling it) and whenever I synced it, it would wipe out previous purchases?? I actually hated it, then tried it out again this winter -without expecting anything from it- and started loving it.

Anyway, after googling "Kobo cracked screen" (what to do!), I found several threads here suggesting contacting customer service.

I have never been SO impressed with customer service!!!

I sent off an email.
Got a reply promptly.
I received a Purolator envelope soon after.
Sent it off.
Got it sent back... with a beautiful NEW Kobo!

I am now a Kobo fan/convert/supporter!!

Thank you KOBO Customer Care!
Thank you MobileRead members!

PS. To people who are not receiving a reply from Customer Service, I strongly suggest trying again. In my first month of owning this, I emailed alot regarding all the issues I was having. Just be persistent until you get it solved. (As with every other company's cs, I think it really depends who you get as well.)
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Old 08-05-2011, 08:25 PM   #2
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Welcome to MobileRead and what a great outcome
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Old 08-06-2011, 12:07 AM   #3
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I use my kobo wifi and touch without case because ones I tried were bulky and offered little real protection. If I feel extra protection is needed in bag I place 3/16 inch hard board over screen.
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Old 08-06-2011, 10:20 AM   #4
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Great service from Kobo.

It's interesting how willing both Amazon and Kobo are to exchange broken units (don't know about B&N). I think it's an indication of just how much they are following a so-called "razors and blades" market strategy - i.e., they aren't trying to profit on the ereaders, they see them as just an enabler to sell you a lifetime of ebooks. That's probably one of the reasons why no consumer electronics companies except Sony are offering ereaders.
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Old 08-06-2011, 11:56 PM   #5
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Great service from Kobo.

It's interesting how willing both Amazon and Kobo are to exchange broken units (don't know about B&N). I think it's an indication of just how much they are following a so-called "razors and blades" market strategy - i.e., they aren't trying to profit on the ereaders, they see them as just an enabler to sell you a lifetime of ebooks. That's probably one of the reasons why no consumer electronics companies except Sony are offering ereaders.
Well if that's the case they have me hooked. So far I've probably spent over $200 in books from Kobo, actually I know I have. Now if those darn Star Wars writers would just give it a rest for awhile....
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Old 08-08-2011, 12:35 AM   #6
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That's a great customer service story. Thumbs up to Kobo. Personally, I got the $35 protection plan within a day or two of my purchase. I find the "even drops and spills" part of the plan very appealing, and I have great peace of mind about my KT because of that. Of course, I still try to take care of it, but it's nice to have that comfort.
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Old 10-05-2011, 07:21 PM   #7
fiona974
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I wish my story was as good. My Kobo stopped working. It was in it's case and I really can't imagine what I could have done to make it stop. I sent an email to Kobo, no response after a few days. Called them. They said they would send me an envelope to send my Kobo to them - still no envelope several days later. I'm going to have to call them again, I guess to get this taken care of. Not happy with the customer service or the fact that my Kobo broke in less than a year. I keep it in a padded case at all times when I'm not reading it.
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Old 10-06-2011, 05:13 AM   #8
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I had a Kobo wifi with screen problem. It took weeks to get replacement package.
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Old 10-06-2011, 09:57 PM   #9
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I turned on my kobo to see a very messed up screen. I called support this morning and was given a case file and an address and told to mail it into Toronto. It will be "evaluated" there, and if found defective, they will send me a new one. If it is found to be broken by user (I didn't do anything, but I have three small kids who are denying touching it!) they will contact me with a price to repair the screen.

Anyone ever paid to have it replaced, and if so, how much did it cost you?

I was told this process could take 6 or more weeks.

Edited to add: I called Kobo support today and was told by a different agent 4-6 weeks, that the fee to replace a screen is $59.95, and they would cover shipping it back to me.

Last edited by frozenmama; 10-07-2011 at 07:13 PM.
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Old 10-20-2011, 08:11 AM   #10
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Had a pleasant surprise yesterday - got a refurbished kobo in the mail. Less than two weeks turn around including postage times and no cost to me to replace the screen.

I'm very pleased with the customer service and with the new to me kobo.
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Old 10-20-2011, 05:46 PM   #11
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Quote:
Originally Posted by frozenmama View Post
Had a pleasant surprise yesterday - got a refurbished kobo in the mail. Less than two weeks turn around including postage times and no cost to me to replace the screen.

I'm very pleased with the customer service and with the new to me kobo.
That's great news! It would really have been a drag if they had evaluated the screen as being 'user' broken, as opposed to being defective. If that were the case, by the time you end up waiting and paying to fix the thing, you could've just bought a new one for not much more.

I noticed Kobo is are offering 'extended' warranties for the Vox - anyone know if are they available to the regular Kobo WiFi and KT?
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Old 10-20-2011, 09:19 PM   #12
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Yes the Touch has one. See http://www.kobobooks.com/touch_protection_plan
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