Does kobo Tier 2 support team exist ?

sumoldtool · 09-03-2011, 08:48 PM

August 12 kobo wifi would not turn on, just a blank screen so the next day I open a ticket with kobo customer care. Being from Australia email seems to be the only means of contact. On the 17 August I received the following reply:

Hi there,

Thank you for contacting Kobo Customer Care. We have escalated this issue to our Tier 2 support team and you will receive an update via email shortly.

I have heard nothing since
I tried opening another ticket on 25 August, on the 30th August I received another reply:
Hi there,

We will be closing this ticket as you have another ticket open with the same issue. For the sake of clarity, we will close this ticket. If you have any questions or concerns, please respond to your other open ticket.

That was very helpful

23 days after initial request nothing!

Joe563 · 09-03-2011, 09:00 PM

One very frustrated visitor at the GetSatisfaction website had this to say "Tier 2 are mythical, unresponsive, unreachable hermits"

SCION · 09-03-2011, 09:04 PM

Quote:

Originally Posted by Joe563

One very frustrated visitor at the GetSatisfaction website had this to say "Tier 2 are mythical, unresponsive, unreachable hermits"

It's hard to be responsive and reachable, if you don't exist.

SensualPoet · 09-03-2011, 09:33 PM

I am a strong advocate for Kobo but I don't understand how these simple problems slip through. More than two business days without a response to the original query is just not acceptable.

How long have you owned your Kobo Wifi? Do you have your original receipt and can visit the store you purchased it at for a replacement? When you try charging it, does the charging light come on? Does it appear fully charged?

Perhaps a couple of folks here in the forum might be able to assist you in the meantime.

sumoldtool · 09-03-2011, 10:05 PM

Purchased online from Borders US in Feb 2011 and have emailed a Jpeg my original receipt.
I am in Australia so no chance of store visit.
Blue light flashes when I try to charge it , screen blank, can access it via usb on computer.
Have always kept it in a cover and hasnt been dropped. tried resetting with paperclip with no luck.
thanks for the thought

wes101 · 09-03-2011, 10:37 PM

unless its a touch they should have just filled out a rma for you instead of sending it to the tier 2, it was either a new person or lazy person

JSWolf · 09-03-2011, 10:48 PM

Get Skype. Buy some credit and call them.

HarleyB · 09-03-2011, 11:22 PM

I've always used email as the only number I can find anywhere is a free call 1800 number and I've never been able to successfully call them from overseas.

Am I missing a trick? Do freecall numbers work with Skype? Or is there a real number that I don't know about?

PeterT · 09-04-2011, 12:01 AM

From Borders AU http://www.borders.com.au/contact-us

Quote:

24/7 KOBO Technical Support

For technical support for your Kobo eReader, iPad, iPhone or Borders desktop application please call the 1800 number below. Please note that this phone number is not for any queries relating to an order for physical books or the status of your order Kobo eReader or if you need to contact our stores

FREECALL: 1800 064 011

Kobo Technical Support: 24 hours a day, 7 Days a week.

HarleyB · 09-04-2011, 12:44 AM

Thanks for that Peter. Since all the Borders stores closed a few months ago I tend to forget that they still have their web presence in Australia.

baggins · 09-04-2011, 04:45 AM

I had exactly the same problem. I purchased my KT from Borders US online and got the blank screen a day after I received it. I live in Israel, so calling Canada can be quite expensive.

It took Kobo a few days to respond to my ticket and refer me to their 2nd tier support, giving me a phone number to call. I called them and at the end of the call, they took my number and said they'll contact me. A day later I received a mail from their 2nd tier support and have been in email contact with them since then.
Once you get to them, they're quite responsive.

robko · 09-04-2011, 09:53 AM

Tier 2 seems very hit and miss (mostly miss). Try posting at the Kobo GetSatisfaction help site (http://getsatisfaction.com/kobo) including your ticket #. That seems to be the best way to get noticed.

coinín · 09-04-2011, 10:07 AM

I am still waiting, too.

I mean, I know with my particular issue they might not be able to help (it's about my Kobo-powered Literati reader), but I'd at least like more than a form letter response.

5 days to get a form letter. I politely replied with more details and got another form letter the same afternoon, and nothing since. I first contacted them on Aug 25th.

It's a holiday weekend and I know the soonest I could possibly expect to hear from them now is Tuesday, and I rather expect it might take even longer because I suspect many of their staff won't be as familiar with this reader. For all I know, they're assiduously looking for someone who can give me some genuine assistance troubleshooting the problem, but it'd be nice to have some evidence that a real, live human being is actively looking at the issue. I'm willing to give them the benefit of the doubt for now, but one does get a bit frustrated with stock replies and long waits.

Nanopr · 09-04-2011, 04:19 PM

Yes it does. I just got a month old issue successfully resolved with them. Definitely understaffed, but they are there.

sumoldtool · 09-04-2011, 04:42 PM

Quote:

Originally Posted by robko

Tier 2 seems very hit and miss (mostly miss). Try posting at the Kobo GetSatisfaction help site (http://getsatisfaction.com/kobo) including your ticket #. That seems to be the best way to get noticed.

Thanks for the link, will give it a shot this evening

09-03-2011, 08:48 PM	#1
sumoldtool Junior Member Posts: 4 Karma: 10 Join Date: Feb 2011 Location: Australia Device: kobo	Does kobo Tier 2 support team exist ? August 12 kobo wifi would not turn on, just a blank screen so the next day I open a ticket with kobo customer care. Being from Australia email seems to be the only means of contact. On the 17 August I received the following reply: Hi there, Thank you for contacting Kobo Customer Care. We have escalated this issue to our Tier 2 support team and you will receive an update via email shortly. I have heard nothing since I tried opening another ticket on 25 August, on the 30th August I received another reply: Hi there, We will be closing this ticket as you have another ticket open with the same issue. For the sake of clarity, we will close this ticket. If you have any questions or concerns, please respond to your other open ticket. That was very helpful 23 days after initial request nothing!

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09-03-2011, 09:00 PM	#2
Joe563 Never spit into the wind. Posts: 328 Karma: 23499 Join Date: Jun 2011 Location: New Westminster, BC Device: Kobo Original, Kobo Touch, Kobo Android(smartphone & tablet)	One very frustrated visitor at the GetSatisfaction website had this to say "Tier 2 are mythical, unresponsive, unreachable hermits"

09-03-2011, 09:33 PM	#4
SensualPoet Wizard Posts: 2,302 Karma: 2607151 Join Date: Nov 2009 Location: Toronto Device: Kobo Aura HD, Kindle Paperwhite, Asus ZenPad 3, Kobo Glo	I am a strong advocate for Kobo but I don't understand how these simple problems slip through. More than two business days without a response to the original query is just not acceptable. How long have you owned your Kobo Wifi? Do you have your original receipt and can visit the store you purchased it at for a replacement? When you try charging it, does the charging light come on? Does it appear fully charged? Perhaps a couple of folks here in the forum might be able to assist you in the meantime.

09-03-2011, 10:05 PM	#5
sumoldtool Junior Member Posts: 4 Karma: 10 Join Date: Feb 2011 Location: Australia Device: kobo	Purchased online from Borders US in Feb 2011 and have emailed a Jpeg my original receipt. I am in Australia so no chance of store visit. Blue light flashes when I try to charge it , screen blank, can access it via usb on computer. Have always kept it in a cover and hasnt been dropped. tried resetting with paperclip with no luck. thanks for the thought

09-03-2011, 10:37 PM	#6
wes101 Zealot Posts: 121 Karma: 42214 Join Date: Apr 2011 Location: CANADA Device: Kobo touch	unless its a touch they should have just filled out a rma for you instead of sending it to the tier 2, it was either a new person or lazy person

09-03-2011, 10:48 PM	#7
JSWolf Resident Curmudgeon Posts: 73,866 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Get Skype. Buy some credit and call them.

09-03-2011, 11:22 PM	#8
HarleyB Fanatic Posts: 565 Karma: 1113286 Join Date: Jul 2010 Location: Sunshine Coast Australia Device: Kobo (RIP), iPad, iPhone 4, Kobo Touch x2, Kobo Glo	I've always used email as the only number I can find anywhere is a free call 1800 number and I've never been able to successfully call them from overseas. Am I missing a trick? Do freecall numbers work with Skype? Or is there a real number that I don't know about?

09-04-2011, 12:44 AM	#10
HarleyB Fanatic Posts: 565 Karma: 1113286 Join Date: Jul 2010 Location: Sunshine Coast Australia Device: Kobo (RIP), iPad, iPhone 4, Kobo Touch x2, Kobo Glo	Thanks for that Peter. Since all the Borders stores closed a few months ago I tend to forget that they still have their web presence in Australia.

09-04-2011, 04:45 AM	#11
baggins Member Posts: 22 Karma: 5174 Join Date: Aug 2011 Device: Kobo Touch, Kobo Glo	I had exactly the same problem. I purchased my KT from Borders US online and got the blank screen a day after I received it. I live in Israel, so calling Canada can be quite expensive. It took Kobo a few days to respond to my ticket and refer me to their 2nd tier support, giving me a phone number to call. I called them and at the end of the call, they took my number and said they'll contact me. A day later I received a mail from their 2nd tier support and have been in email contact with them since then. Once you get to them, they're quite responsive.

09-04-2011, 09:53 AM	#12
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	Tier 2 seems very hit and miss (mostly miss). Try posting at the Kobo GetSatisfaction help site (http://getsatisfaction.com/kobo) including your ticket #. That seems to be the best way to get noticed.

09-04-2011, 10:07 AM	#13
coinín dust bunny Posts: 158 Karma: 512427 Join Date: Jan 2011 Location: Toronto Device: Kobo WiFi, Sony PRS-650, BlackBerry PlayBook	I am still waiting, too. I mean, I know with my particular issue they might not be able to help (it's about my Kobo-powered Literati reader), but I'd at least like more than a form letter response. 5 days to get a form letter. I politely replied with more details and got another form letter the same afternoon, and nothing since. I first contacted them on Aug 25th. It's a holiday weekend and I know the soonest I could possibly expect to hear from them now is Tuesday, and I rather expect it might take even longer because I suspect many of their staff won't be as familiar with this reader. For all I know, they're assiduously looking for someone who can give me some genuine assistance troubleshooting the problem, but it'd be nice to have some evidence that a real, live human being is actively looking at the issue. I'm willing to give them the benefit of the doubt for now, but one does get a bit frustrated with stock replies and long waits.

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09-04-2011, 04:19 PM	#14
Nanopr Connoisseur Posts: 50 Karma: 20028 Join Date: Feb 2011 Device: Sony PRS-600, Kobo Touch	Yes it does. I just got a month old issue successfully resolved with them. Definitely understaffed, but they are there.