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Old 08-24-2011, 05:27 PM   #1
distorteddisco
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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
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Old 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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Old 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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Old 08-24-2011, 05:42 PM   #4
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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.
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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Old 08-24-2011, 05:42 PM   #5
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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)
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Old 08-24-2011, 05:58 PM   #6
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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)
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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Old 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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Old 08-24-2011, 06:10 PM   #8
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Quote:
Originally Posted by distorteddisco View Post
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.
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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Old 08-24-2011, 06:12 PM   #9
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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.
That's what I figured, first eInk device I've owned.
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Old 08-24-2011, 06:13 PM   #10
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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
I see that now. Obviously, in retrospect I would have done that now. I'm just used to devices coming with warranties that include non-user initiated failure.
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Old 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!
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Old 08-24-2011, 06:19 PM   #12
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Originally Posted by HarleyB View Post
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!
Thanks! I think that's just customer service in general, just kind of hoped that small Canadian companies will be different. We'll see what happens now.
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Old 08-25-2011, 09:30 AM   #13
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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
They certainly don't do a very good job of promoting this. This is the first that I'd ever heard of it.
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Old 08-25-2011, 10:43 AM   #14
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They certainly don't do a very good job of promoting this. This is the first that I'd ever heard of it.
I was told on the phone that you have the option to do this on your first setup with the Kobo software.

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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Old 08-25-2011, 11:57 AM   #15
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I see that now. Obviously, in retrospect I would have done that now. I'm just used to devices coming with warranties that include non-user initiated failure.
Your case should be covered by the Standard One-Year Warranty. Here is the applicable section:
Quote:
What is covered by the one (1) year Standard Limited Warranty?
Subject to the terms and conditions of this Limited Warranty, Kobo warrants that the
hardware components comprising your eReader will be free from defects in materials and
workmanship under normal consumer use for a period of one (1) year from the date of
original retail purchase (the “Standard Warranty Period”).
The Extended Protection Plan extends the items covered by the Standard Warranty to two years and includes damage caused by accident.

Here is the complete warranty document.
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