Quote:
Originally Posted by JCKobo
Our customer service has definitely been below par for the last while. One of the problems with growing as fast as Kobo has, is that you can't just scale the number of units you sell - you also have to scale up your customer service organization, which often takes longer.
People have to be hired, and trained, and new processes have to be put in place.
This isn't an excuse, just the state of the nation. We need to get better, and are working at it.
Everyone in the company is now jumping on these tickets, and we are working through our outstanding backlog of requests this week.
Email and web, as taming mentioned, remain the most effective way to reach us.
Effectively they do the same thing, and you should get a ticket # as an auto-reply from email.
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I absolutely LOVE that Chapters/Kobo staff read and post on this forum. The fact that they have addressed the issue and are working on it is quite exceptional.
We all know that Kobo is relatively new - and with that comes hiccups for the product and the CS. This is a risk factor in making a purchase - and should be considered (in addition to the less than flexible return policy).
In the meantime, my advice to ANYONE in ANY situation where CS is a problem: The squeaky wheel gets the grease. I know it's a pain to keep following-up, but do it - and you will get results faster than waiting around for a week scratching your head (or fuming...).