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Old 12-25-2012, 01:51 PM   #1
minusman
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Screen Issues

Been watching this forum for a while to learn about the kobo arc which was to be a Christmas gift for my partner.

Unfortunately, I didn't finally make an account to discuss to a positive experience.

Upon opening her Arc yesterday my partner was unable to sign in to Kobo because the P and . keys didn't work. She eventually used a different email and signed on, but any key presses in that "column" of the screen wouldn't work.

I tried to do some debugging this morning and, using a simple drawing app, was able to find out that indeed that whole column of the screen was not functioning.

See the screenshot.

I live chatted with kobo support this morning and found out, because I got it nearly a month ago, we cannot just take it to the store to replace it, but we have go through kobo support, a process that will take up to 2 weeks.

Major disappointment.
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Old 12-25-2012, 04:58 PM   #2
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If your in the UK you have 30 days to return to store for.exchange. Where are you located
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Old 12-25-2012, 05:00 PM   #3
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Quote:
Originally Posted by stevov View Post
If your in the UK you have 30 days to return to store for.exchange. Where are you located
Canada
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Old 12-25-2012, 05:06 PM   #4
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Take it back to the store. They can only say no.if it was unopened before today the system would log when the arc was first used. I opened mine today and the first thing I had to do was upgrade which would be logged.
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Old 12-27-2012, 01:22 AM   #5
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On stevov's suggestion, we took it to the store today and had no problem exchanging (involved returning then buying a new one) the Arc. We were even able to take advantage of Indigo boxing day sale and got a free Mini. It kind of made up for the poor experience at first.

Thanks for the help!
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Old 12-27-2012, 03:30 AM   #6
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Excellent news mate. My own experience with customer support when asking about hypothetical warranty repair I was told I would have to send it back to Canada for repair and that I only had two weeks from purchase for exchange. When I finally got in touch with a knowledgeable WHSmith rep(UK retailer) it was then I found out the thirty days and in my case the unit would be repaired /replaced in the UK. The best part was the number for UK support connected me to a nice young lady in the Carribean. If Kobo want to have a global presence they ready need to sort out they're customer support. If I had left it at what they had told me instead of digging I'd be writing this on a nexus and you would still be an unhappy customer. Instead we're both happy and recommending the arc. No thanks to CS. Merry Christmas mate.
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