08-24-2011, 05:27 PM | #1 |
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Just a word of warning to Touch owners
I have been posting here for a while on and off. I bought the Kobo to support small Canadian companies and I liked the look of the device. I actually really enjoyed having the device, and I liked how often they updated the firmware. I'm a student in engineering and was even considering applying to Kobo for an internship.
Unfortunately, one day my screen malfunctioned. There was no drop, no crack, no physical damage to the device... part of the screen is stuck in place and does not change. I contacted Kobo Support. After a week (!) of waiting, I finally received a reply. I sent them my touch, and a few days later I received word that they would not be replacing the unit as I had "damaged" it. I will repeat, there was NO physical damage to this unit. Thus far I have had no luck in contacting a manager (or even an actual telephone number - the one Chapters gave me is disconnected and all they have on their website is an email address) to even speak to someone about this. I am very, VERY unhappy and will be warning all of my friends about how poorly this company has treating their customers. I really wanted to support a small, starting Canadian company. It looks like I should have just gone with a Kindle or a Nook instead. If someone from Kobo happens to read this and can offer ANY assistance, please send me a PM. I have not yet decided if I'll pay their $60 fee to replace the unit. In short, cross your fingers that your screen isn't defective. It'll cost you $60 plus shipping. Drew |
08-24-2011, 05:30 PM | #2 |
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I would just like to note that I'm not trying to be a jerk or anything. I'm just a bit stunned at the way Kobo Support has treated me. Obviously not every company can be Apple, but don't immediately jump to the conclusion that I smashed my Kobo on the ground or something.
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08-24-2011, 05:40 PM | #3 |
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Strange. When I broke the screen on my Kobo Wifi (not touch). I let them know exactly what I did... I accidentally leaned on the screen and cracked it and they still replaced it for me at no cost. I wonder if they have changed their policy since.
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08-24-2011, 05:42 PM | #4 |
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THIS is how it should have been dealt with. I'm disappointed that they've since changed their stance on these things.
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08-24-2011, 05:42 PM | #5 |
Never spit into the wind.
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Here is the telephone number for Kobo Customer Support.
Kobo Help Line, United States and Canada: 1-866-204-4714 (8am - 12am EST) |
08-24-2011, 05:58 PM | #6 |
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Thanks. I asked them for a call back and they did call me back. I'll update this thread tomorrow with how things turn out. I'm really hoping that they will reconsider replacing the unit; it's not really an excuse to say that it would be replaced had I purchased the extended warranty. If warranties don't apply to defective e-readers not damaged by the customer... then what are they for?
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08-24-2011, 06:04 PM | #7 |
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I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_plan
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08-24-2011, 06:10 PM | #8 |
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This is exactly how a broken eink screen looks. Parts of the screen (being static) will remain "stuck" since it's no longer getting a signal. Since it's eInk they're bistable and the image that was there when it broke remains. Some of the screen still has a good connection and is being refreshed, some doesn't.
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08-24-2011, 06:12 PM | #9 | |
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Quote:
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08-24-2011, 06:13 PM | #10 | |
Enthusiast
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Quote:
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08-24-2011, 06:14 PM | #11 |
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Kobo Customer support is inconsistant at best.
It seems the response you get depends on the individual who deals with your issue. Sometimes this can be wonderful as there are some Kobo employees who go well above what would be expected. Sadly it seems that there are also quite a few grumps who prefer to ignore or frustrate their customers. Good luck! |
08-24-2011, 06:19 PM | #12 | |
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Quote:
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08-25-2011, 09:30 AM | #13 | |
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Quote:
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08-25-2011, 10:43 AM | #14 | |
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Quote:
Is it just me or that a bad place to put a warranty program? Most people will just click through those first steps (license agreement, etc). |
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08-25-2011, 11:57 AM | #15 | ||
Never spit into the wind.
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Location: New Westminster, BC
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Quote:
Quote:
Here is the complete warranty document. |
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