Quote:
Originally Posted by HamsterRage
So let me understand this. You had an unexpected status/error condition 5 minutes into the upgrade process. Instead of calling the Helpline, or taking it in to the store for them to do it for you, you proceeded to spend hours dreaming up novel reset key sequences and repeatedly performing the same, doomed, process over and over until you were exasperated and ready to smash the device.
Finally, you called Kobo and within a few minutes you determined that they could deal with it for you in one of the stores. The staff at the store offered to replace your unit on-the-spot if they couldn't fix it for you. It was fixed in less than 10 minute at the store.
And yet you're totally, over the top, tips of your ears bright red and smoking, pissed off at Kobo?
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The problem you are referring to came with updating the Kobo application itself, and after I got the program to successfully update I exhausted all reasonable measures to ensure that the program was actually functioning correctly and that I was not setting myself up for continued failure. To suggest calling technical support over such an issue is similar to calling your mechanic to inspect your car because a bird pooped on the windshield.
I do not think it is at all unreasonable to tackle the steps I tried myself, I do not see any way in which tech support would have been helpful here. When I mentioned this issue to tech support later they said I did all the right things for it and that they had never ever heard of the update failing before. I fail to see how this would have changed the outcome as even if they had repaired the application issue they would then have suggested that I update the firmware on the device using their program, exactly as I performed.
The firmware update process itself produced NO indication whatsoever that there was any kind of issue. You had to try to use the Kobo device itself to understand that the process went seriously astray. When a company develops a method of updating the firmware on their device, they need to take extremely stringent measures to ensure that the firmware is updating PROPERLY. Obviously somewhere along the way either the image being transferred was incorrect or the procedure for writing the image was failing, at NO point did the windows program or the device itself VERIFY the changes it had made, or this problem would not have existed.
Also, I called Kobo and THEY told me it would take over 2 weeks, I had to suggest the solutions I FOUND ON THESE FORUMS in order to get a shorter resolution. Once I understood that they actually would mail out SD cards it occurred to me that perhaps they would have already mailed them to the stores, and when I asked this, sure enough it was confirmed.
If you read the email that was sent to notify Kobo owners of the update it specifically mentions that you should use the program to update the Kobo, or take it to a store and they will do it for you. They make no mention of the stores performing a different method of updating the devices, so it is reasonable that I interpreted this to mean that the store could perform the USB update, or I could do it myself at home. Trying to make this process as pain-free as possible I elected to perform the latter.
I also mentioned that the in-store experience was excellent, beyond what I could have expected, then you ridicule me for explaining that is how it was resolved?
What I am mad about here is the lack of quality control from the people who produce the software and firmware for the Kobo. There appears to be no verification of any kind involved in the process, and by being so secretive about the entire process (not releasing a firmware 1.0 image for me to downgrade to, forcing me to use their application to upgrade, and not providing any download links for the firmware or the program through their web site) they have only served to make the process of a legitimate upgrade more difficult and painful than it needs to be.
Worse than that, when you call tech support the first answer they give you is one that may take in excess of 2 weeks to repair the problem, when they could fix it within 2-3 days themselves, or same-day with the help of in-store staff. Why is it their technical support staff is suggesting these easier, faster solutions first?
Please do remember that I posted this thread in an attempt to do 2 things:
1) Help anybody else who finds themselves in the same position as I am
2) Express my frustration with the process that has been recommended by the people who produce the Kobo, as well as my frustration with the blatant lack of quality control and intelligent design from their software and firmware packages
You came into this thread to do 1 thing, attack and insult a person who is already frustrated with problems that were only partially within their control solely for the purpose of making yourself feel superior. Congratulations, obviously you are so much better than me because you never would have found yourself in this situation or any other situation even remotely resembling this one. Nobody forced you to read this thread, and if this is the way you choose to conduct yourself and express your opinions, please take them to another thread.