Issue with returning a defective E-reader to Kobo
 

Hi, I have a bit of an issue and I’m after some advice. My Kobo Sage was delivered on the 29th October and is defective. I requested a return the same day. The following Tuesday, the 2nd November, I received a refund for it. What I can’t get from Kobo is any label, or documentation at all to send it back. When I speak or chat to customer service they seem surprised I’ve still got it. I’ve kept chat transcripts as proof I’ve contacted them. I can’t email them, I can only chat or phone. They have actually told me to stop contacting them about it as it’s delaying the resolution :blink:

I’m just not sure what to do. Do I just leave it now and keep the Kobo safe in anticipation of a label at some point?

Did you get the refund? If so, stop worrying about it. It is there responsibility to arrange for the return. You have done your due diligence by contacting them multiple times.

If you don't have the refund, then keep hassling them. And you may need to think about poking them via their social media. Unfortunately, that seems to trigger action from a lot of companies that using their support doesn't.

If Kobo doesn't try to get back the sage, maybe you can use it for science and let everyone us here see it's insides. :D

That may be the case here, but sometimes a company will refund your payment but reserve the right to recharge you if they don't receive the return within a specified number of days. That's what would worry me in this deal. "Delaying the resolution" sounds kind of ominous.

To Josieb1, you might want to check your SPAM folder. Sometimes they'll send a return label in PDF format via email. (Just re-read your message. I guess there was no email?)

Yes, I’ve had my refund. Thank you for your advice

Thank you. No, no email other than the refund. I’ll give it another week then chase again. I do it by chat now so I have the transcript as a record. If they try recharging I will just go to the bank.

Thank you, but no I’m not that brave :D

Well I’ve now had an email about the sage saying

“I have received a response from the team in charge and they have indicated that due to the COVID-19 situation, no collections are being scheduled. Please keep the device until the email is sent with the instructions to return it.”

So that’s me stuck with the Sage until they decide they want it back.

On top of that I’ve now received the SleepCover that I cancelled on the 29th October. So now I need to sort out a return for that.

I just don’t understand how Kobo can have such appalling order and returns processes and why their customer service representatives just can’t do anything.

I love the ereaders but actually hate the company.

What i know is that if you refuse delivery from kobo, it will get sent back then a refund will be processed after they received the refused parcel

I couldn’t refuse delivery it was dumped by my front door. My order status doesn’t even say shipped and I had no tracking info and no idea when it would arrive.

That is a mess.

That's not an option in my country, no delivery service would honor an "I didnt order/dont want this, take it back" demand for a package properly addressed.

In my country also. I forgot MR is an international forum. Anyway, i know the refuse and return ptocess because that is what the kobo CS rep explained to me.

True here too, yet when Amazon refunds "lost" order they suggest refusing to accept it. Fortunately they also have a link to print a label for free shipping (courier or post depending). There is no option to return the refund and keep the item even if no longer available!

Ironically Amazon are the only company i'd trust to refund me corectly for a refused delivery order. At least now with Kobo I actualy have to send it back. Of course that assumes that Kobo actually send me a returns label. :blink: