Kobo in the News

digiSara · 12-07-2011, 08:32 AM

Kobo's customer service (or lack of) gets a mention in The Toronto Star today:
http://www.moneyville.ca/blog/post/1...r-service?bn=1

And Mobileread gets a shout-out in the article!

taming · 12-07-2011, 09:33 AM

I bet that the reporter wrote this in part because she was miffed that Serbinis did not respond to her call for an interview. Service has been awful--we all know that--Kobo knows that. It will be interesting to see if she does a followup when things are good. I am hugely confident that the changes Kobo is making will work.

PeterT · 12-07-2011, 09:43 AM

Actually Ellen is good at both pointing out these issues AND following up on them. (And sorry, no way to give Karma at that web site).

taming · 12-07-2011, 09:51 AM

I thought it was odd that she did not contact Mark Stevens as he is the "mouthpiece" for Kobo customer care and the author of the blog entry she referenced. Kobo screwed up--she reported it--that is the way it should be, but it seemed like she was overly focused on a personal slight.

PeterT · 12-07-2011, 09:59 AM

I was actually wondering the same myself!

nursedude · 12-07-2011, 12:14 PM

A good article. Ellen is a highly respected advocate who really does try to make a difference. In the past she has been able to draw corporate attention to issues that get ignored when raised by the general consumer. I hope that Kobo rises to the challenge and gets their house in order. I will admit that I am not altogether optimistic as I see their being bought out as a negative development.

taming · 12-07-2011, 01:14 PM

Quote:

Originally Posted by nursedude

A good article. Ellen is a highly respected advocate who really does try to make a difference. In the past she has been able to draw corporate attention to issues that get ignored when raised by the general consumer. I hope that Kobo rises to the challenge and gets their house in order. I will admit that I am not altogether optimistic as I see their being bought out as a negative development.

I know she has a good reputation. However in this case, it appears that she made light of the fact that Kobo has publicly acknowledged their service problems and that they had a plan in place to remedy it. She didn't say anything that was not true, but I believe she could have been more diligent in getting a Kobo perspective into the article.

That being said, I think that many people who cut Kobo some slack when they were very, very small are not going to do that anymore. This is not a bad thing. It is because they needed a big shot of cash to move them forward (without which I am pretty sure they would have stagnated, and eventually died) that I feel more hopeful about their future now.

12-07-2011, 08:32 AM	#1
digiSara Groupie Posts: 158 Karma: 153344 Join Date: Dec 2010 Device: Kobo wifi	Kobo in the News Kobo's customer service (or lack of) gets a mention in The Toronto Star today: http://www.moneyville.ca/blog/post/1...r-service?bn=1 And Mobileread gets a shout-out in the article!

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12-07-2011, 09:33 AM	#2
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	I bet that the reporter wrote this in part because she was miffed that Serbinis did not respond to her call for an interview. Service has been awful--we all know that--Kobo knows that. It will be interesting to see if she does a followup when things are good. I am hugely confident that the changes Kobo is making will work.

12-07-2011, 09:43 AM	#3
PeterT Grand Sorcerer Posts: 12,168 Karma: 73448616 Join Date: Nov 2007 Location: Toronto Device: Nexus 7, Clara, Touch, Tolino EPOS	Actually Ellen is good at both pointing out these issues AND following up on them. (And sorry, no way to give Karma at that web site).

12-07-2011, 09:51 AM	#4
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	I thought it was odd that she did not contact Mark Stevens as he is the "mouthpiece" for Kobo customer care and the author of the blog entry she referenced. Kobo screwed up--she reported it--that is the way it should be, but it seemed like she was overly focused on a personal slight.

12-07-2011, 09:59 AM	#5
PeterT Grand Sorcerer Posts: 12,168 Karma: 73448616 Join Date: Nov 2007 Location: Toronto Device: Nexus 7, Clara, Touch, Tolino EPOS	I was actually wondering the same myself!

12-07-2011, 12:14 PM	#6
nursedude Zealot Posts: 131 Karma: 17102 Join Date: May 2010 Location: Ontario, Canada Device: Kobo (Original), KT, iPad 1, iPhone 4S, iPad 3rd gen	A good article. Ellen is a highly respected advocate who really does try to make a difference. In the past she has been able to draw corporate attention to issues that get ignored when raised by the general consumer. I hope that Kobo rises to the challenge and gets their house in order. I will admit that I am not altogether optimistic as I see their being bought out as a negative development.

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