Why I still love KOBO.

[Mostly Math]

I have had my Aura HD since April 2013 (when they were released) and I noticed that my screen is getting horribly scratched. Having owned a Kobo Original, a Touch, a Glo, and a Vox, I have never experienced this problem before so I contacted Kobo Customer Care through their online chat yesterday to ask their opinion. After reassuring them that I have treated my Aura no differently than any of my previous KOBOs they asked for a few pictures. I sent them, but of course with my crappy camera phone you can’t really see any of the scratches (and a few gouges). The rep said there was nothing they could do at their level and that they would send my problem to tier 2 support, after being sure to point out that this was a physical damage and hence not covered by my warranty.
So I figured I would wait a few weeks to hear back from tier 2 and then be told that it must have been my fault that the screen is so scratched up and there was nothing they could do. My big dilemma at that point would be do I buy another Aura now or put up with the scratches until more news of the new KOBO reader came out.

Imagine my surprise when I received an email from tier 2 today asking for my address, purchase date and serial number!!! After sending them the required information, they said they are sending me a new Aura and when I receive it could I please send them the old one back in the pre-paid mailing bag they would be supplying!

So, while I know some people have had poor experiences with KOBO customer service and the previously believed mythical tier 2, I just wanted to put in my good story.

Now… I still need to decide about this new KOBO that they are going to announce. Decisions, decisions, decisions.

S

[manfred63]

I'm so glad that you made good experiences with Kobo and with Kobo customer service. Kobo is amazing. When I first found out about Kobo I was a bit surprised because it's a bit different than other ebooks. Really a bit different. But after weeks and weeks I came to love Kobo even more each day. I would never leave my house without Kobo anymore. Wherever I am, Kobo is there, too.

LG manfred63

[jackastor]

Originally Posted by Mostly Math

I have had my Aura HD since April 2013 (when they were released) and I noticed that my screen is getting horribly scratched. Having owned a Kobo Original, a Touch, a Glo, and a Vox, I have never experienced this problem before so I contacted Kobo Customer Care through their online chat yesterday to ask their opinion. After reassuring them that I have treated my Aura no differently than any of my previous KOBOs they asked for a few pictures. I sent them, but of course with my crappy camera phone you can’t really see any of the scratches (and a few gouges). The rep said there was nothing they could do at their level and that they would send my problem to tier 2 support, after being sure to point out that this was a physical damage and hence not covered by my warranty.
So I figured I would wait a few weeks to hear back from tier 2 and then be told that it must have been my fault that the screen is so scratched up and there was nothing they could do. My big dilemma at that point would be do I buy another Aura now or put up with the scratches until more news of the new KOBO reader came out.

Imagine my surprise when I received an email from tier 2 today asking for my address, purchase date and serial number!!! After sending them the required information, they said they are sending me a new Aura and when I receive it could I please send them the old one back in the pre-paid mailing bag they would be supplying!

So, while I know some people have had poor experiences with KOBO customer service and the previously believed mythical tier 2, I just wanted to put in my good story.

Now… I still need to decide about this new KOBO that they are going to announce. Decisions, decisions, decisions.

S

That is indeed good to hear. Its also a good point for the need of screen protectors. In fact I have left the plastic that was on my Kobo Aura screen when I purchased it on the device.. and trimmed the tab off. I have not found a screen protector yet That I like. I like the glossy ones similar to the plastic protector that the aura was shipped with.. the reasoning is because its glossy it tends to pop the text a whole lot better then the non glare screens which tend to blur the text too much to prevent glare. Yes I do realize that the glossy adds glare when outside, but so far it has not been an issue.

regards

Jack

[Canuck_in_Japan]

Glad to hear a positive Kobo support thread.
I'm wondering how you are getting scratches on your Aura screen. I don't use a cover and my Aura gets transported around in my bag and it doesn't have a single scratch.

[filmo]

I carry my Kobo Mini in right front pocket with coins and pocket knife in bottom. Looks and works like new. Best $40 I spent recently.

I have a small nik in my Aura's screen and just assumed that it's because the light guide is more delicate than the naked screen on my Touch. (It's not bothersome though. It's only visible in daylight, and not with the light on.)

As others have said though, it's good to hear about good Kobo support. That's especially true since it sounds like they took the initiative to do so after originally declining.

[MacEachaidh]

Thanks for sharing your story, Mostly Math. Very good to hear.

I want to say, I've only ever had positive experiences with Kobo support — prompt replies, useful details, all questions answered — but I haven't had any physical issues with my Kobos. (Yet. Touch wood! )

Although ... the light on my Aura is a bit wonky. I wonder if that's just luck of the draw, or if Kobo will help me sort that out?

[icallaci]

Re: scratches on the glass of your Aura HD--are you maybe cleaning your screen with paper (such as napkins, tissues, etc.)? I did that on my Sony PRS-950 and ended up with terrible scratches, so now I carry a microfiber cloth, which is the ONLY thing besides my fingers to touch the glass. I've had my Aura HD since April and the glass is pristine.

[Mostly Math]

Originally Posted by Canuck_in_Japan

Glad to hear a positive Kobo support thread.
I'm wondering how you are getting scratches on your Aura screen. I don't use a cover and my Aura gets transported around in my bag and it doesn't have a single scratch.

Originally Posted by icallaci

Re: scratches on the glass of your Aura HD--are you maybe cleaning your screen with paper (such as napkins, tissues, etc.)? I did that on my Sony PRS-950 and ended up with terrible scratches, so now I carry a microfiber cloth, which is the ONLY thing besides my fingers to touch the glass. I've had my Aura HD since April and the glass is pristine.

I have no idea how I am getting these scratches. I carry it in a case and don't clean it with anything harmful. It sounds like maybe it is a dud. I am very glad it is being replaced because I LOVE my Aura!

S

[anacreon]

Originally Posted by icallaci

Re: scratches on the glass of your Aura HD--are you maybe cleaning your screen with paper (such as napkins, tissues, etc.)? I did that on my Sony PRS-950 and ended up with terrible scratches, so now I carry a microfiber cloth, which is the ONLY thing besides my fingers to touch the glass. I've had my Aura HD since April and the glass is pristine.

I mostly use the cloth that comes with my glasses, wettened, but I occasionnaly use a dishwashing sponge with a wee bit dishwashing product. When my glasses are very dirty, I've long used dishwashing product (applied with wet fingers).

I wouldn't recommend though using the synthetic dishwashing sponges which are the only ones available in many countries.

[SWCaffeinated]

There are few companies I can say I truly am a fan of; Kobo is one of them. After starting with Amazon, then going to B&N, now am stuck on Kobo. They are offer great, unique products (my Mini goes EVERYWHERE with me and I pull it out whenever I'm in a line somewhere), my Aura HD is a pleasure to read from at home. The couple of times Ive needed support they've been there for me.

And, the bonus is to know I'm supporting a non-Amazon company. (Along with many other reasons) I try to avoid Amazon because it always seems like they're trying to push stuff to sell you; I don't get that "sales pitch" feeling from Kobo as much.

[manfred63]

I clean my screen with spit and my finger. No problem.

LG manfred63

[paola]

Originally Posted by manfred63

I clean my screen with spit and my finger. No problem.

LG manfred63

this is my favourite method, too: may sound gross, but no scratches and works perfectly well!

[MacEachaidh]

Originally Posted by manfred63

I clean my screen with spit and my finger. No problem.

Doesn't that leave it smeared? Spit rarely dries completely clear, in my experience.

I use a microfibre cloth for fingerprints, and every now and then a cotton cloth just moist with a soapy solution (the kind of detergent you use for washing glassware).

[manfred63]

Well it might be a bit smeared with spit but it's still cleaner than it was before. Kobo is for reading, that's just fine. I wouln't use soap. I don't like that.

LG manfred63