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Psyke · 12-03-2010, 12:29 PM

Unfortunately you'll always see more complaining than you will compliments, particularly on forums such as these, mainly because when things are working well, you usually won't comment becausethey are busy using whatever it is that is working well. People who it doesn't work for are frustrated and have plenty of time while they wait for resolution to their satisfaction, which is understandable.

my personal experience with Kobo has been mixed. the original kobo I had, the batterry could not keep a charge past a day. The day I had bought it, they had just announced the the wi-fi and I decided to return the original and chapters took it back no issues. I've since bought the wifi and while I don't get the battery life advertised, it's sufficient. I've also had issues that I've reported to kobo. Their phone support is seriously lacking, but, as a career IT person who has managed call centers, it's disapointing when they don't know even the basics to their own readers, and I've come to the conclusion that they are not techs, but just simple operators that direct the issues to where they need to go. I've also submitted issues via their website; the first issue I had fixed myself, and the second there still has been no resolution, which has been a couple of months (the last time I went to check on it a couple weeks ago, my account no longer existed apparently). Most of the problems seemed to have been fixed via the last firmware, but there are still outstanding issues. If this forum had not existed, I problably wouldn't know that these issues were still being investigated because kobo doesn't provide status updates.

The support given on this forumn has been very good, and I appreciate the info and help Mike and JC and his crew have given here, but they do need to increase the knowledge base of their staff and be more proactive and providing updates to their customers via their own website and to customers who have open tickets rather than operating like there is a big black hole in place of their customer service.

Small company or not, if they want to compete with the likes of Amazon and Sony, they need to have more visibile presence to their customers in how they provide support.

cheers!
Steph S.

12-03-2010, 12:29 PM	#4
Psyke Evangelist Posts: 482 Karma: 534340 Join Date: Oct 2010 Location: Ottawa/Canada Device: Kobo Wi-Fi - Kobo Touch - GNex - N7	Unfortunately you'll always see more complaining than you will compliments, particularly on forums such as these, mainly because when things are working well, you usually won't comment becausethey are busy using whatever it is that is working well. People who it doesn't work for are frustrated and have plenty of time while they wait for resolution to their satisfaction, which is understandable. my personal experience with Kobo has been mixed. the original kobo I had, the batterry could not keep a charge past a day. The day I had bought it, they had just announced the the wi-fi and I decided to return the original and chapters took it back no issues. I've since bought the wifi and while I don't get the battery life advertised, it's sufficient. I've also had issues that I've reported to kobo. Their phone support is seriously lacking, but, as a career IT person who has managed call centers, it's disapointing when they don't know even the basics to their own readers, and I've come to the conclusion that they are not techs, but just simple operators that direct the issues to where they need to go. I've also submitted issues via their website; the first issue I had fixed myself, and the second there still has been no resolution, which has been a couple of months (the last time I went to check on it a couple weeks ago, my account no longer existed apparently). Most of the problems seemed to have been fixed via the last firmware, but there are still outstanding issues. If this forum had not existed, I problably wouldn't know that these issues were still being investigated because kobo doesn't provide status updates. The support given on this forumn has been very good, and I appreciate the info and help Mike and JC and his crew have given here, but they do need to increase the knowledge base of their staff and be more proactive and providing updates to their customers via their own website and to customers who have open tickets rather than operating like there is a big black hole in place of their customer service. Small company or not, if they want to compete with the likes of Amazon and Sony, they need to have more visibile presence to their customers in how they provide support. cheers! Steph S.