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Old 12-21-2010, 02:18 PM   #1
taming
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new Kobo support option

Kobo has a new support forum/service that was created by Kobo staff. It looks like people are getting answers there pretty quickly. As great as it is to have Kobo staff participate here, they don't have a formal relationship with MR and don't necessarily hang on our every word .

http://getsatisfaction.com/kobo
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Old 12-21-2010, 04:16 PM   #2
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Nice one for the link taming and nice one Kobo.
Grabbin' the ol' bull by the horns... or something.

Anyway, great idea. Saves having to trawl through a third party forum to try and provide help and answers.
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Old 12-21-2010, 05:21 PM   #3
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Yeah Steve, it makes sense to put questions that only Kobo staff can answer in one centralized place. I can't imagine how difficult it must be to try to be follow-up in bunches of different locations around the web. MR forums are great for users helping other users, not so good at resolving outstanding CS ticket issues or getting answers regarding upcoming features, requested updates, etc.
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Old 12-21-2010, 05:53 PM   #4
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Yeah Steve, it makes sense to put questions that only Kobo staff can answer in one centralized place. I can't imagine how difficult it must be to try to be follow-up in bunches of different locations around the web. MR forums are great for users helping other users, not so good at resolving outstanding CS ticket issues or getting answers regarding upcoming features, requested updates, etc.
Agreed!
I'd give you K, but you have too much already.
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Old 12-21-2010, 06:36 PM   #5
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Shows that Kobo are pretty keen to do the best for their customer base. Nice work there.

Thanks Taming for the link and notice.
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Old 12-21-2010, 07:26 PM   #6
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And I'm interested in the response you get to your question.....
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Old 12-21-2010, 07:26 PM   #7
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Shows that Kobo are pretty keen to do the best for their customer base. Nice work there.

Thanks Taming for the link and notice.
it's a start at the least, but their official site and their techs really need to get their act together. I opened a ticket back in october, and it was closed about a month later with no response, but saying that the issue had been resolved. I re-opened it this past week asking for an explanation as to how it was fixed, and they promptly closed the ticket again, again with no explanation. I've again re-opened it and will continue to do so until I get a response. While I know that most of the issues have been fixed with the Firmware update back in november, the fact that they didn't tell me that it had been fixed in said firmware, nor even tell me that a firmware was available really irks me.
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Old 12-21-2010, 07:31 PM   #8
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Psyke--I am thinking that the new support site is absolutely the best place to do that kind of follow-up.
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Old 12-21-2010, 07:32 PM   #9
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Originally Posted by digital_steve View Post
Agreed!
I'd give you K, but you have too much already.
One can never have enough K, nevah....
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Old 12-21-2010, 09:00 PM   #10
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Wow! I went to that site, linked in using Facebook, logged my problem with a ticket number refererence, and within minutes my problem was resolved. That's what I call service. I suspect it will slow down a bit over time as more users log on, but hey...I'm a happy camper . Thanks for the link taming!
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Old 12-21-2010, 09:11 PM   #11
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Yeah--I don't think there will be deep discussions about policy or much in the way of announcing things that Kobo is not inclined to make public. It should help resolve things like your issue, jimr, and also help them spot the kind of things that are currently falling through the cracks. That should help them target weaknesses in their help desk system.
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Old 12-21-2010, 09:45 PM   #12
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Yes it is a great new way to get great service! DM #KoboCM
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