Kobo Customer service problem

Waltweir · 02-11-2012, 12:12 PM

I bought my Kobo Touch from HSN and received a "$25 eBook card" with the shipment. A "promo code" is printed on the card.
When I follow the instructions on the card I receive an error message.
The only reply I have received from Customer Service is a repeat of the instructions on the card. I have sent screen shots of the card and error message at least 4 times over the past 4 weeks. They have not answered.
When I phone they ask me to resend the message and screen shots.

I'm 79 years old. I think they're waiting for me to die.....

PeterT · 02-11-2012, 01:05 PM

From another thread here:

This was in regards to news paper subscriptions, but I can assure Darrell has been very helpful in other issues too.

Quote:

Originally Posted by DarrellAtKobo

Hello,

Please allow me to apologize for the tremendous inconvenience that this matter has caused. Our development team has identified the cause of this error, and we feel that the matter has now been resolved. We will be contacting all of our customers that have been affected by this error, and we will do everything we can to make this right for all of you. We value all of our customers, and your overall satisfaction is of the utmost importance to everyone here at Kobo. If there are any questions or concerns, please feel free to contact us at KOBOExecutiveCare@kobo.com

Regards,
Darrell.
Kobo Executive Care.

Waltweir · 02-12-2012, 08:59 AM

Thanks Peter T - I'll try that...

Waltweir · 02-13-2012, 09:54 AM

In case anybody from Kobo reads this my Kobo Help problem number is Incident: 120107-000677

AnemicOak · 02-13-2012, 11:27 AM

Waltweir, you'll generally get faster help from Kobo if you post on https://getsatisfaction.com/kobo (post your incident number too).

It seems like when it's posted in public like that they're quicker to respond and more helpfull (kind of a squeaky whell thing). In my experience Kobo CS is by far the worst out there (it took months for one issue to be resolved).

Mtodd · 02-15-2012, 10:44 PM

I am new to this kobo thing but i looked here and some other sites and when I had trouble Darrell was the only person who cared enough to help. I suggest you contact him directly other people have posted his email in other threads. If only everyone else in kobo customer service were like him.

Waltweir · 02-16-2012, 10:48 AM

Quote:

Originally Posted by Mtodd

I am new to this kobo thing but i looked here and some other sites and when I had trouble Darrell was the only person who cared enough to help. I suggest you contact him directly other people have posted his email in other threads. If only everyone else in kobo customer service were like him.

Darrell (Darrell Diljohn <ddiljohn@kobo.com>) answered my email and I'm more than happy with the result.
I love my Kobo touch - it does everything I hoped it would do - and my faith in Kobo Help has been restored. Thanks Darrell!

Walter

beautifulsoup · 02-16-2012, 04:51 PM

Quote:

Originally Posted by AnemicOak

Waltweir, you'll generally get faster help from Kobo if you post on https://getsatisfaction.com/kobo (post your incident number too).

It seems like when it's posted in public like that they're quicker to respond and more helpfull (kind of a squeaky wheel thing).

True. It worked for me just yesterday.

02-11-2012, 12:12 PM	#1
Waltweir Junior Member Posts: 4 Karma: 10 Join Date: Feb 2012 Device: Kobo touch	Kobo Customer service problem I bought my Kobo Touch from HSN and received a "$25 eBook card" with the shipment. A "promo code" is printed on the card. When I follow the instructions on the card I receive an error message. The only reply I have received from Customer Service is a repeat of the instructions on the card. I have sent screen shots of the card and error message at least 4 times over the past 4 weeks. They have not answered. When I phone they ask me to resend the message and screen shots. I'm 79 years old. I think they're waiting for me to die.....

02-12-2012, 08:59 AM	#3
Waltweir Junior Member Posts: 4 Karma: 10 Join Date: Feb 2012 Device: Kobo touch	Thank you Thanks Peter T - I'll try that...

02-13-2012, 09:54 AM	#4
Waltweir Junior Member Posts: 4 Karma: 10 Join Date: Feb 2012 Device: Kobo touch	I'm still waiting.... In case anybody from Kobo reads this my Kobo Help problem number is Incident: 120107-000677

02-15-2012, 10:44 PM	#6
Mtodd Junior Member Posts: 2 Karma: 10 Join Date: Feb 2012 Device: Kobo Touch	Kobo customer service I am new to this kobo thing but i looked here and some other sites and when I had trouble Darrell was the only person who cared enough to help. I suggest you contact him directly other people have posted his email in other threads. If only everyone else in kobo customer service were like him.

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02-13-2012, 11:27 AM	#5
AnemicOak Bookaholic Posts: 14,391 Karma: 54969924 Join Date: Oct 2007 Location: Minnesota Device: iPad Mini 4, AuraHD, iPhone XR +	Waltweir, you'll generally get faster help from Kobo if you post on https://getsatisfaction.com/kobo (post your incident number too). It seems like when it's posted in public like that they're quicker to respond and more helpfull (kind of a squeaky whell thing). In my experience Kobo CS is by far the worst out there (it took months for one issue to be resolved).

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