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Old 05-30-2011, 10:02 PM   #1
canadian
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Broken Kobo Screen, after only 2 weeks?

I recently won a kobo in a contest and I'm loving it! Well I was, until I reached into my bag and found that a weird pattern had formed all over it. It looks like it's split into four uneven, jagged pieces (not the actual screen, the design on it), and each on the pieces had a series of horizontal/vertical lines running through it. The lines are perfectly straight. The picture that was on the screen is still legible, mostly. This is the newer model with wifi. Nothing happens when I press power, but the screen kind of flashes.

I was wondering, is this a defect? Or does it mean I broke it? Would I be able to get it replaced? Since I won it in a contest, I do not have a receipt.. So I'm unsure of what to do.

Thank you.
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Old 05-30-2011, 10:19 PM   #2
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Quote:
Originally Posted by canadian View Post
I recently won a kobo in a contest and I'm loving it! Well I was, until I reached into my bag and found that a weird pattern had formed all over it. It looks like it's split into four uneven, jagged pieces (not the actual screen, the design on it), and each on the pieces had a series of horizontal/vertical lines running through it. The lines are perfectly straight. The picture that was on the screen is still legible, mostly. This is the newer model with wifi. Nothing happens when I press power, but the screen kind of flashes.

I was wondering, is this a defect? Or does it mean I broke it? Would I be able to get it replaced? Since I won it in a contest, I do not have a receipt.. So I'm unsure of what to do.

Thank you.
It sounds like you broke the screen. You will need to contact Kobo for what to do. I am sure it would be better if you could get some sort of receipt from the party you got it from.

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Old 05-30-2011, 11:06 PM   #3
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Actually, I think you might find that Kobo do not need a receipt; when I dealt with them recently the only thing they were interested in was the serial # from the Kobo itself.
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Old 06-05-2011, 12:06 AM   #4
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Same here. I did a request regarding information on getting my broken screen fixed. All they requested was my name, address, where I bought my Kobo and the Kobo WiFi serial number. Their response was very quick and they shipped me a box + shipping label and a Purolator Express shipping bag withing 2 days of the email. I shipped back my Kobo and within about 2 maybe 3 days I received what appears to be a new one.

5 Stars for Customer service on this problem.
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Old 06-05-2011, 04:02 AM   #5
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Quote:
Originally Posted by canadian View Post
I recently won a kobo in a contest and I'm loving it! Well I was, until I reached into my bag and found that a weird pattern had formed all over it. It looks like it's split into four uneven, jagged pieces (not the actual screen, the design on it), and each on the pieces had a series of horizontal/vertical lines running through it. The lines are perfectly straight. The picture that was on the screen is still legible, mostly. This is the newer model with wifi. Nothing happens when I press power, but the screen kind of flashes.

I was wondering, is this a defect? Or does it mean I broke it? Would I be able to get it replaced? Since I won it in a contest, I do not have a receipt.. So I'm unsure of what to do.

Thank you.
You've broken it. An eInk screen has a very thin glass substrate under the outer plastic screen; you've fractured this. Whatever case you were keeping it in (and I sincerely hope your WERE keeping it in a case!) it sounds as if you need a tougher one. The warranty covers manufacturing defects, not user abuse, so I doubt it will be covered.

Next time, for goodness sake get a STRONG case and make sure that you keep the reader in it!
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Old 06-05-2011, 10:49 AM   #6
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It could just be that the battery has decharged. Try recharging the device. I had this happen to my Sony ereader, and it also looked like a 'broken' screen. Recharging fixed it.
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Old 06-06-2011, 12:39 AM   #7
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...The warranty covers manufacturing defects, not user abuse, so I doubt it will be covered.

Next time, for goodness sake get a STRONG case and make sure that you keep the reader in it!
Perhaps you should had read what I wrote... the one just above the one you wrote. I told Kobo I broke my screen and I was fully expecting some sort of fee to have it fixed. They replaced it no charge. Freaking awesome if you ask me. I don't know of any other company that would do that.

Ditto on the case.
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Old 06-06-2011, 12:41 AM   #8
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It could just be that the battery has decharged. Try recharging the device. I had this happen to my Sony ereader, and it also looked like a 'broken' screen. Recharging fixed it.
Nope, the Kobo reader will shut itself down before the battery has fully discharged and will not let you do anything until you charge it. The fractured look on the screen is most definitely a broken screen. I know from experience
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Old 08-21-2012, 01:40 PM   #9
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Chapters Ottawa exchanged screen-broke Kobo

Had a similar problem with the screen suddenly splitting into 4 parts. It was still clickable, but unreadable. I tried the standard and factory reboots to no effect. Chapters Ottawa SouthKeys examined it and promptly exchanged it. Really great customer service, no hassles. Hats off to them.
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