09-27-2012, 09:45 AM | #16 | |
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09-27-2012, 12:23 PM | #17 | |
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Yeah ... sure. As a good customer you'd better apologize for buying a flawed product and then causing trouble by contacting customer service. It's always your duty to make the seller happy .... |
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09-27-2012, 12:49 PM | #18 |
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Really? You are basically implying that I'm stupid ... Right, first thing I did I sent Kobo an email full of my 'attitude' ... yeah, very smart ...
Of course it was an email chain which only gradually escalated to my, as you so nicely put it, 'attitude' ... only after Kobo repeated their 'not our problem' position couple of times, only then ... So no disrespect, but I don't agree with your attitude of defending company which is clearly not taking responsibility for product they are selling ... |
09-27-2012, 01:56 PM | #19 | |
Gangnam style!
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09-27-2012, 02:58 PM | #20 |
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My email:
I have recently purchased Cloud Atlas by David Mitchell ... I want to report this as a "Defective Product" which I am not satisfied with. There are literally hundreds of missing periods, word spaces, and commas ... several per page, along with many false line breaks ... The reading experience is very much compromised by this poor quality ... I would like to inquire about Kobo policy in such cases ... Thanks! Kobo's response: I have reviewed the email and see that you are stating that in your purchased title " Cloud Atlas" , there are missing punctuation's and spacing issues. As the title is provided to us in a ready to sell format from the publisher, Kobo does not edit the titles in any manner. At this time, we can not offer any form of reimbursement for the purchase, but will contact the publisher to inform them of the editing errors so they can provide us with a corrected version of the book. I apologize for the inconvenience. If you have any further concerns please do not hesitate to contact us for assistance. Call me a jerk with an attitude ... I guess as guma stated "I should have rather apologize for buying a flawed product and then causing trouble by contacting customer service ... " |
09-27-2012, 03:21 PM | #21 | ||||
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Well.... mine was as follows:
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09-27-2012, 03:42 PM | #22 |
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09-27-2012, 04:44 PM | #23 |
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Aieee, and I just suddenly had flashbacks to a 'professional development' course dealing with how we interact with each other
My experience has been that 'this is broken, how are you going to fix it' works a lot less often than 'this is broken, can you do anything to help me?.' I know it seems silly, and for many people, they really don't see the difference. For some of us, however, the former is... not going to make them super inclined to help, especially, if in a case like this, they aren't *required* to... All that being said, certainly some of it is who you reach in Customer Support, what sort of day they're having, things like that... all the more reason to be polite, friendly, and non-confrontational |
09-27-2012, 07:20 PM | #24 |
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Seems to me a pretty clear case of policy change. A few moths ago it was "We don't know how long it will take to fix, but here's a credit.".. now it's. "we can not offer any form of reimbursement for the purchase."...
This thread is in no way sponsored by Amazon PS. I would introduce these ... people to Mastercard conflict resolution and whatever consumer protection law applies (which might also influence Kobo policy, where you are buying from...) But that's probably also a good way to get you account nuked, if you still care about that kind of thing. Last edited by rashkae; 09-27-2012 at 07:23 PM. |
09-27-2012, 08:13 PM | #25 | |
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This is a clear cut, verifiable case of a faulty product: customer bought a product that is defective so he should be either offer replacement, refund or some kind of a credit ... simple as that. Even if the customer is the biggest jerk on this planet (totally hypothetically ) with all the attitude you can get he is still entitled to no less then anybody else ... Kobo is betting on all the fan-boys out there who believes that their favorite company can do no wrong ... Sadly I like Kobo, I never had any issue with the Touch or with Kobo as a company. I like them for standing up to the big guys like Amazon, but this issue just pissed me off mainly because it's so petty and basic ... |
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09-30-2012, 04:57 AM | #26 | |
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09-30-2012, 01:38 PM | #27 |
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I'd be interested to know how the ebook retailing market works. Can Kobo pick & choose from a publisher's catalogue, or are they required to "carry" all of it? I wouldn't be surprised at the latter... allowing pick & choose would be more technically difficult, and as the computing infrastructure wouldn't need to be all that "bigger"...
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10-01-2012, 10:25 PM | #28 | |
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It's like you buy a laptop from a computer store, unpack it at home only to find out that few letter keys are missing from the keyboard .... and the store will tell you they are 'only' selling it: hey, it is made in China ... you can complain there ... |
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10-02-2012, 12:06 AM | #29 | ||
Seriously?
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10-02-2012, 12:52 AM | #30 |
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If you don't understand or see what the issue is here then i am sorry, I can't help ... If you agree with Kobo's policy or really think that I only inquired about it then I can't help either ... If you're joking then yes, I agree - this whole thing very much feels like a joke rather then an act of a professional, customer oriented company ...
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Tags |
cloud atlas, kobo customer service, kobo support |
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