Kobo customer care- or not - Page 2

mahtin · 07-18-2014, 07:22 AM

I have to say that although I think the Paperwhite 1 is crap, it only took amazon 4 days to get it to me in S.E. Asia.
Different department I guess.

Now it's coming back to me: they used DHL and the refund was indeed slow.

TechniSol · 07-20-2014, 12:49 AM

Phew, it's suddenly obvious to me why Amazon wants those delivery drones... ;-)

chrisridd · 07-23-2014, 06:45 AM

I'm currently waiting for Kobo to get back to after I raised an issue with a book in their store - I'll report when they get back to me!

But I was wondering what they tended to do when you report a problem with a book on their store? In the case of this book (Kim Stanley Robinson's "Green Mars") there's an unexpected publisher logo graphic in between two paragraphs.

I can totally fix this trivial bug using Sigil of course (and Apprentice Alf), but what do Kobo normally do here?

The last time I complained to a book store (Sony) they promptly shut their virtual doors so I don't really have a feeling for how able stores are to fix problems.

RZetlin · 07-23-2014, 07:58 AM

Quote:

Originally Posted by chrisridd

I'm currently waiting for Kobo to get back to after I raised an issue with a book in their store - I'll report when they get back to me!

But I was wondering what they tended to do when you report a problem with a book on their store? In the case of this book (Kim Stanley Robinson's "Green Mars") there's an unexpected publisher logo graphic in between two paragraphs.

I can totally fix this trivial bug using Sigil of course (and Apprentice Alf), but what do Kobo normally do here?

The last time I complained to a book store (Sony) they promptly shut their virtual doors so I don't really have a feeling for how able stores are to fix problems.

I contacted Kobo about an issue with book I bought (the book had black text on a black background - I couldn't read it.)

Kobo apologized and gave me a refund. They could not fix the issue stating the book is provided by the publisher and it would be the publisher that decides the look and format.

I expect a similar response from Kobo.

U2Bono269 · 07-23-2014, 09:46 AM

I had an issue with a book I bought from Kobo a few months ago. The formatting was HORRIBLE and amateurish. I feel that if I spend money on a professionally published book, I should get a certain level of quality. They refunded my money pretty quickly, and I got to keep the book, even though I didn't want to read it anymore (I'm a bit picky).

I had a similar issue with Amazon. I bought a Doctor Who book, and it was the wrong edition. They advertised it as "The Monster Collection" but it turned out to just be the regular edition. They refunded my money immediately, took the book down, and sent me an email 2 days later to say the problem was rectified and I could purchase the book again. Worked perfectly.

chrisridd · 07-23-2014, 11:57 AM

I suspect you're right, RZetlin.

I guess morally I ought to delete the malformed book if they refund me...

chrisridd · 07-23-2014, 12:02 PM

Quote:

Originally Posted by U2Bono269

I had an issue with a book I bought from Kobo a few months ago. The formatting was HORRIBLE and amateurish. I feel that if I spend money on a professionally published book, I should get a certain level of quality. They refunded my money pretty quickly, and I got to keep the book, even though I didn't want to read it anymore (I'm a bit picky).

I had a similar issue with Amazon. I bought a Doctor Who book, and it was the wrong edition. They advertised it as "The Monster Collection" but it turned out to just be the regular edition. They refunded my money immediately, took the book down, and sent me an email 2 days later to say the problem was rectified and I could purchase the book again. Worked perfectly.

Oh, that was nice of Kobo to let you keep it. Did you think about fixing it yourself?

That was a much better response by Amazon although in that case it was simply a mislabelled book.

Given the publishers make a point that all the proof-reading, editing, production costs are a reason ebook prices are high, you'd think they'd actually be able to correct published books. Hm.

U2Bono269 · 07-23-2014, 07:13 PM

I suspect that their letting me keep the book was just an oversight. I tried to clean it up, but even so I found it annoying after 20 pages or so and stopped reading it. It was also a pretty terrible book.

Yesterday, I downloaded "Nobody's Angel" (from the Hard Case Crime series) on Kindle Unlimited. No TOC, no cover page, no copyright info, no indents, bad paragraph breaks, wonky justification. It actually looked like a badly converted PDF. I immediately returned it. But they're charging $6 for that book...it's a shame.

chrisridd · 07-25-2014, 07:24 AM

Still no reply from Kobo, though I have had a customer satisfaction survey which has let me vent my spleen :-)

Does anyone understand their "we will respond in 48 business hours" statement? Could be 2 days, could be 6.

RZetlin · 07-25-2014, 08:23 AM

Quote:

Originally Posted by chrisridd

Still no reply from Kobo, though I have had a customer satisfaction survey which has let me vent my spleen :-)

Does anyone understand their "we will respond in 48 business hours" statement? Could be 2 days, could be 6.

I suggest contacting the Kobo website again.

Go to Contact Customer Care->I have an existing inquiry.

Enter your ticket number and number.

They should be able to contact you by phone.

07-18-2014, 07:22 AM	#16
mahtin google this Posts: 63 Karma: 12646 Join Date: Jan 2011 Location: S.E. Asia Device: kobo h2o2, bookeen muse frontlight, resurrected. Fire HD8.	I have to say that although I think the Paperwhite 1 is crap, it only took amazon 4 days to get it to me in S.E. Asia. Different department I guess. Now it's coming back to me: they used DHL and the refund was indeed slow. Last edited by mahtin; 07-18-2014 at 07:27 AM.

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07-20-2014, 12:49 AM	#17
TechniSol GranPohbah-Fezzes r cool! Posts: 1,056 Karma: 3151024 Join Date: Jul 2010 Device: Nook STRs, Kobo Touch, Kobo Glo	Phew, it's suddenly obvious to me why Amazon wants those delivery drones... ;-)

07-23-2014, 06:45 AM	#18
chrisridd Guru Posts: 927 Karma: 2143512 Join Date: Nov 2011 Location: London, UK Device: Kobo Aura, Kobo Aura ONE, Marvin 3	I'm currently waiting for Kobo to get back to after I raised an issue with a book in their store - I'll report when they get back to me! But I was wondering what they tended to do when you report a problem with a book on their store? In the case of this book (Kim Stanley Robinson's "Green Mars") there's an unexpected publisher logo graphic in between two paragraphs. I can totally fix this trivial bug using Sigil of course (and Apprentice Alf), but what do Kobo normally do here? The last time I complained to a book store (Sony) they promptly shut their virtual doors so I don't really have a feeling for how able stores are to fix problems.

07-23-2014, 09:46 AM	#20
U2Bono269 Connoisseur Posts: 65 Karma: 13110 Join Date: Nov 2011 Device: Kindle Paperwhite 2, iPad Air 2	I had an issue with a book I bought from Kobo a few months ago. The formatting was HORRIBLE and amateurish. I feel that if I spend money on a professionally published book, I should get a certain level of quality. They refunded my money pretty quickly, and I got to keep the book, even though I didn't want to read it anymore (I'm a bit picky). I had a similar issue with Amazon. I bought a Doctor Who book, and it was the wrong edition. They advertised it as "The Monster Collection" but it turned out to just be the regular edition. They refunded my money immediately, took the book down, and sent me an email 2 days later to say the problem was rectified and I could purchase the book again. Worked perfectly.

07-23-2014, 11:57 AM	#21
chrisridd Guru Posts: 927 Karma: 2143512 Join Date: Nov 2011 Location: London, UK Device: Kobo Aura, Kobo Aura ONE, Marvin 3	I suspect you're right, RZetlin. I guess morally I ought to delete the malformed book if they refund me...

07-23-2014, 07:13 PM	#23
U2Bono269 Connoisseur Posts: 65 Karma: 13110 Join Date: Nov 2011 Device: Kindle Paperwhite 2, iPad Air 2	I suspect that their letting me keep the book was just an oversight. I tried to clean it up, but even so I found it annoying after 20 pages or so and stopped reading it. It was also a pretty terrible book. Yesterday, I downloaded "Nobody's Angel" (from the Hard Case Crime series) on Kindle Unlimited. No TOC, no cover page, no copyright info, no indents, bad paragraph breaks, wonky justification. It actually looked like a badly converted PDF. I immediately returned it. But they're charging $6 for that book...it's a shame.

07-25-2014, 07:24 AM	#24
chrisridd Guru Posts: 927 Karma: 2143512 Join Date: Nov 2011 Location: London, UK Device: Kobo Aura, Kobo Aura ONE, Marvin 3	Still no reply from Kobo, though I have had a customer satisfaction survey which has let me vent my spleen :-) Does anyone understand their "we will respond in 48 business hours" statement? Could be 2 days, could be 6.