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Old 10-26-2011, 01:21 AM   #1
radarguy
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What are Kobo Customer Service Tickets?

I have repeatedly tried to contact Kobo about a problem with an original Kobo. They advise me of a ticket number and say that I should provide information requested in the ticket. I can't find this "ticket", so the keep cancelling my request. What and where is my "ticket", incident 111009-408248?
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Old 10-26-2011, 08:10 AM   #2
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You can do all that by email--write to help@kobo.com and continue the process by email. There used to be a web interface for open tickets, but perhaps because I don't have any, I can't see it now.
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Old 10-26-2011, 12:19 PM   #3
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No they did away with the old system. You now have to do everything by Email. The "Incident" number is your ticket number.


With the new system you can't view your previously submitted tickets any more, so no more viewing what you already submitted.


I personally liked the old system better.
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Old 10-26-2011, 03:59 PM   #4
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That's one reason threaded email (and labels/rules) are so good .
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Old 10-26-2011, 05:05 PM   #5
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Yes, if you start your ticket in the new system, but mine was transferred to the new system so I couldn't view the 7-8 last entries.
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Old 10-27-2011, 03:10 PM   #6
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If your ticket was transferred to the new system, it might be worth it to email them again to make sure the ticket is still open.

It took a month for my issue to be resolved. The original ticket was opened at the end of September; received a response one week later stating the problem was escalated to Tier 2. Then, after waiting three weeks, I email again only to be sent an automated response about Kobo's new system. So, I emailed them again, and was sent a new incident number. Not sure what happened to the old ticket.
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Old 10-27-2011, 09:39 PM   #7
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I received my new Kobo Touch today.
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