Globe subscription -- anyone not get their "paper" this morning? - Page 2

Mememememe · 11-03-2011, 07:01 PM

Don't hold your breath.

7 p.m. here. Still no papers. I'm guessing I'll wake up tomorrow to find out that Greece is going to be holding a referendum. Kobo will probably think I should still pay for this two-day-old news because they delivered it. Customer satisfaction isn't a high priority.

kobokobe · 11-03-2011, 08:39 PM

I've received an email that said they're having problems and subscriptions have been extended by 3 days

Xennex1170 · 11-03-2011, 08:41 PM

Quote:

Originally Posted by kobokobe

I've received an email that said they're having problems and subscriptions have been extended by 3 days

I suppose that doesn't apply to those of us still in the 14-day trial period. :P

thepossum · 11-04-2011, 10:48 AM

This morning I opened my iOS Kobo app, and ALL of my newspapers had been moved to the Trash folder, including the five I'd "Saved". I manually saved the four that were still available (the oldest one was now gone altogether), and just deleted the rest. Then after syncing, all ten most recent papers were again re-downloaded. And so far, today's and yesterday's papers are still nowhere to be seen.

There was also an iOS Kobo update today. When I resync my library, it keeps trying to re-download a dictionary. Each time I restart the app.

For what it's worth, here's the letter:

"Dear Kobo Customer,

We recently underwent an upgrade to our database system that unfortunately resulted in the dalay -- or in some cases, no delivery -- of your subscription.

We have identified and are in the process of correcting the issue, which we hope to have resolved within the next 24-48 hours. In the interim, we have extended your subscription for 3 additional days as compensation for the inconvenience.

Our sincere apologies for any inconvenience this may have caused and thank you for your continued support of Kobo.

Regards,
The Kobo Team"

kobokobe · 11-04-2011, 01:43 PM

Quote:

Originally Posted by Xennex1170

I suppose that doesn't apply to those of us still in the 14-day trial period. :P

It looks like my trials have also been extended, although I'm not 100% sure.

Xennex1170 · 11-04-2011, 09:16 PM

Hmm.. Did a sync today and no new newspaper issues .. Latest issue I have is Nov.2.

thepossum · 11-05-2011, 10:17 AM

No papers yet for Nov 3, Nov 4, Nov 5.

robko · 11-05-2011, 11:55 AM

Quote:

Originally Posted by thepossum

No papers yet for Nov 3, Nov 4, Nov 5.

Same here.

thepossum · 11-06-2011, 10:21 AM

Rather than wasting my battery uselessly refreshing my subscriptions on my Kobo Touch's wifi, I've been using the iOS Kobo app on my iPhone. When I first woke up this morning and refreshed, I still saw nothing new. About an hour later when I refreshed again, it deleted ALL the newspaper back issues, including the few I had marked as "Saved".

Mememememe · 11-06-2011, 06:43 PM

Their response is inadequate. Extending subscriptions by three days does not make up for the number of papers that were delivered far too late. Also ... we never benefit from this "gift." All they're doing is delaying our billing, but we'll continue to spend just as much money. When do we benefit? Will they deliver three more days' worth of papers after we cancel our subscriptions? In other words ... deliver extra papers when we don't want them?

It's a cheesy way of dealing with it. We're not compensated for getting screwed around, and they're not punished for doing the screwing.

Plus, it took them forever to admit there was a problem. Meanwhile, they took 8 to 10 days to get back to my numerous email inquiries ... and now I've been turned over to "Tier 2" -- which, in my experience, is the end of the line. I never hear from Tier 2.

Kobo provides some of the worst customer service I've ever seen, and this situation shows what little regard they have for us.

thepossum · 11-07-2011, 06:07 AM

I think I have deduced what is currently going wrong with my (and everybody else's) newspaper subscriptions. I am assuming that the previous database error has been rectified, and that the new daily content is being generated, and is just not being delivered.

My last billing date was October 30, and that it the date that should be there when I look at my Subscriptions page on kobobooks.com. However after trying to credit me (and everybody else) for three free days, that date now reads December 1, which is IN THE FUTURE. As your database does not believe I have paid until THE FUTURE, I will not get any new issues delivered until then! So rather than correct my subscription date to one which hasn't even happened yet, it SHOULD have been changed to one in the past.

In effect, by trying to credit my account for three days due to the inconvenience of late papers caused by the "database upgrade", the "cure" has made the problem even worse.

I have been unable to read the Toronto Star for four days now, and I expect that today will be the fifth day.

Mememememe · 11-07-2011, 10:50 AM

Quote:

Originally Posted by thepossum

I think I have deduced what is currently going wrong with my (and everybody else's) newspaper subscriptions. I am assuming that the previous database error has been rectified, and that the new daily content is being generated, and is just not being delivered.

My last billing date was October 30, and that it the date that should be there when I look at my Subscriptions page on kobobooks.com. However after trying to credit me (and everybody else) for three free days, that date now reads December 1, which is IN THE FUTURE. As your database does not believe I have paid until THE FUTURE, I will not get any new issues delivered until then! So rather than correct my subscription date to one which hasn't even happened yet, it SHOULD have been changed to one in the past.

In effect, by trying to credit my account for three days due to the inconvenience of late papers caused by the "database upgrade", the "cure" has made the problem even worse.

I have been unable to read the Toronto Star for four days now, and I expect that today will be the fifth day.

Adding to the problem is that it's hard to find a direct line of communication to actual Kobo people. The people who get our emails and phone calls are an outside agency. I'm not sure how long it takes our complaints to get to someone who actually has the power to do anything.

The "Get Satisfaction" page doesn't seem to be in operation anymore; that was, at one time, a quick way to get to a real Kobo person. And there was a time when real Kobo people were here, and could at least provide some information.

Now, we're just left flapping in the wind.

No Globe today. None since last week. And the only responses I've had are to questions I asked nearly two weeks ago. It feels like we're counting on amateurs to act like professionals.

Extending our subscriptions by three days is a lame make-good. At this point, they should be giving us all a free month.

Mememememe · 11-07-2011, 11:53 AM

I just got an email saying they're still having trouble (duh) and are crediting us a week. Not enough, in my opinion. We've been dealing with hassles longer than that.

thepossum · 11-07-2011, 12:31 PM

I just hope that the 7 day extension is in addition to the previous 3 day extension.

The new email reads:

"Dear Kobo Customer,

Last Thursday evening, we had sent an email to advise we were experiencing a delay in delivering your subscription. At that time, we strongly believed we had located the source of the error and would have it resolved within 24-48 hours, however the issue unfortunately persists.

We sincerely apologize for the continued on-going challenges and wish to extend your subscription by 1 week as compensation for the inconvenience incurred.

Regards,
The Kobo Team"

robko · 11-07-2011, 06:17 PM

On a small positive note - at least they're getting a little more proactive in acknowledging they have an ongoing problem not waiting for 2 day of no papers before saying anything.
It is very frustrating though. I've been getting my paper via Calibre, but it's not nearly as nice to read or as handy.

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11-03-2011, 07:01 PM	#16
Mememememe Connoisseur Posts: 98 Karma: 7542 Join Date: May 2010 Device: Kobo	Don't hold your breath. 7 p.m. here. Still no papers. I'm guessing I'll wake up tomorrow to find out that Greece is going to be holding a referendum. Kobo will probably think I should still pay for this two-day-old news because they delivered it. Customer satisfaction isn't a high priority.

11-03-2011, 08:39 PM	#17
kobokobe I am what I am Posts: 179 Karma: 52789 Join Date: Sep 2011 Location: An enormous, polar bear infested igloo that we call north of the 49. Device: Kobo Glo, Kobo Touch	I've received an email that said they're having problems and subscriptions have been extended by 3 days

11-04-2011, 10:48 AM	#19
thepossum Zealot Posts: 123 Karma: 20018 Join Date: May 2010 Device: Kobo	This morning I opened my iOS Kobo app, and ALL of my newspapers had been moved to the Trash folder, including the five I'd "Saved". I manually saved the four that were still available (the oldest one was now gone altogether), and just deleted the rest. Then after syncing, all ten most recent papers were again re-downloaded. And so far, today's and yesterday's papers are still nowhere to be seen. There was also an iOS Kobo update today. When I resync my library, it keeps trying to re-download a dictionary. Each time I restart the app. For what it's worth, here's the letter: "Dear Kobo Customer, We recently underwent an upgrade to our database system that unfortunately resulted in the dalay -- or in some cases, no delivery -- of your subscription. We have identified and are in the process of correcting the issue, which we hope to have resolved within the next 24-48 hours. In the interim, we have extended your subscription for 3 additional days as compensation for the inconvenience. Our sincere apologies for any inconvenience this may have caused and thank you for your continued support of Kobo. Regards, The Kobo Team"

11-04-2011, 09:16 PM	#21
Xennex1170 Addict Posts: 355 Karma: 289856 Join Date: Oct 2011 Location: Honolulu, Hawaii Device: Kobo Touch	Hmm.. Did a sync today and no new newspaper issues .. Latest issue I have is Nov.2.

11-05-2011, 10:17 AM	#22
thepossum Zealot Posts: 123 Karma: 20018 Join Date: May 2010 Device: Kobo	No papers yet for Nov 3, Nov 4, Nov 5.

11-06-2011, 10:21 AM	#24
thepossum Zealot Posts: 123 Karma: 20018 Join Date: May 2010 Device: Kobo	Rather than wasting my battery uselessly refreshing my subscriptions on my Kobo Touch's wifi, I've been using the iOS Kobo app on my iPhone. When I first woke up this morning and refreshed, I still saw nothing new. About an hour later when I refreshed again, it deleted ALL the newspaper back issues, including the few I had marked as "Saved".

11-06-2011, 06:43 PM	#25
Mememememe Connoisseur Posts: 98 Karma: 7542 Join Date: May 2010 Device: Kobo	Their response is inadequate. Extending subscriptions by three days does not make up for the number of papers that were delivered far too late. Also ... we never benefit from this "gift." All they're doing is delaying our billing, but we'll continue to spend just as much money. When do we benefit? Will they deliver three more days' worth of papers after we cancel our subscriptions? In other words ... deliver extra papers when we don't want them? It's a cheesy way of dealing with it. We're not compensated for getting screwed around, and they're not punished for doing the screwing. Plus, it took them forever to admit there was a problem. Meanwhile, they took 8 to 10 days to get back to my numerous email inquiries ... and now I've been turned over to "Tier 2" -- which, in my experience, is the end of the line. I never hear from Tier 2. Kobo provides some of the worst customer service I've ever seen, and this situation shows what little regard they have for us.

11-07-2011, 06:07 AM	#26
thepossum Zealot Posts: 123 Karma: 20018 Join Date: May 2010 Device: Kobo	I think I have deduced what is currently going wrong with my (and everybody else's) newspaper subscriptions. I am assuming that the previous database error has been rectified, and that the new daily content is being generated, and is just not being delivered. My last billing date was October 30, and that it the date that should be there when I look at my Subscriptions page on kobobooks.com. However after trying to credit me (and everybody else) for three free days, that date now reads December 1, which is IN THE FUTURE. As your database does not believe I have paid until THE FUTURE, I will not get any new issues delivered until then! So rather than correct my subscription date to one which hasn't even happened yet, it SHOULD have been changed to one in the past. In effect, by trying to credit my account for three days due to the inconvenience of late papers caused by the "database upgrade", the "cure" has made the problem even worse. I have been unable to read the Toronto Star for four days now, and I expect that today will be the fifth day.

11-07-2011, 11:53 AM	#28
Mememememe Connoisseur Posts: 98 Karma: 7542 Join Date: May 2010 Device: Kobo	I just got an email saying they're still having trouble (duh) and are crediting us a week. Not enough, in my opinion. We've been dealing with hassles longer than that.

11-07-2011, 12:31 PM	#29
thepossum Zealot Posts: 123 Karma: 20018 Join Date: May 2010 Device: Kobo	I just hope that the 7 day extension is in addition to the previous 3 day extension. The new email reads: "Dear Kobo Customer, Last Thursday evening, we had sent an email to advise we were experiencing a delay in delivering your subscription. At that time, we strongly believed we had located the source of the error and would have it resolved within 24-48 hours, however the issue unfortunately persists. We sincerely apologize for the continued on-going challenges and wish to extend your subscription by 1 week as compensation for the inconvenience incurred. Regards, The Kobo Team"

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11-07-2011, 06:17 PM	#30
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	On a small positive note - at least they're getting a little more proactive in acknowledging they have an ongoing problem not waiting for 2 day of no papers before saying anything. It is very frustrating though. I've been getting my paper via Calibre, but it's not nearly as nice to read or as handy.