Quote:
Originally Posted by KoboNo
Ugh.. I like my Kobo as well. Seems that whenever someone says anything negative about it, thought, you and numerous others have an axe to grind.
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*grin* I think the issue he takes is that most of your comments are negative with no real positives, and usually threading on the same issues. I think the "I like my Kobo as well" is the first positive I've seen
Quote:
Originally Posted by KoboNo
My points are only these:
1. Kobo did not deliver on some features that they said were 'coming soon'. Their customer service folks and the reps that post on these very forums have continuously said it is coming next week, next month, etc. Yet here we are in Decemember and the features have arrived that were promised last summer.
2. Kobo has poor customer service. It takes them weeks to respond to the majority of issues via e-mail.
3. Kobo has buggy software. After almost every desktop application and firmware release there have been issues by users.
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1 - I've said it in another post, and I'll say it again; if you base your purchases on potentially upcoming updates, then you're getting what you deserve, but in the same respect, the company who promised the updates and reneged on it, deserves all negativity that comes with it. I learned this lesson many moons ago when the ATI Rage2 3d card said that OpenGL support would be added after the fact, and in fact, never happened. From that time on, I've never purchased an ATI product and have always steered family, friends and clients away from their products. The difference between ATI and Kobo however is that ATI advertised OpenGL on the Box. Kobo never advertised potentially upcoming features as a part of their official advertising campaign, as far as I've seen, and if they had, didn't associate a firm date with it.
2 - Totally agree that their official support line sucks the big one, and I do believe they know this, and are trying to rectify it. I do however appreciate the visibility that the kobo and chapters folks have here, particularly when firmware is released to try and smooth the transition, but they do need to port this over to their main site. Community sites are all and good, but the majority of the customers are expecting high levels of support and communication from homebase.
3 - Totally agree here too, but every piece of software developped has bugs in varrying degrees. Many bugs only show up in certain situations and under certain conditions. If you look through all the forums on this sitethough , every single E-reader has something wrong with it. Does this make it ok? No, but it's a fact of software development. They can't test every single situation/condition because it's almost infinite, but most people don't realize this. This situation gets even more aggravated due to point #2 above. If you don't have a company saying yes, we know there's a problem, we're in the process of fixing it, or aren't notifying customers that there is indeed a fix, and this is what you do, then it's really damaging to the company and their reputation, and unfortunately they deserve it if they don't take measures to fix it.
Like I said, the main issue is not complaining; that's about 80% of what forums are for. It's hearing the same complaints, from the same people, without end is the issue. Trust me, I can almost guarantee that Kobo has seen the issues posted. Chances are because they do have a presence here, they have someone specifically farming issues. Just because they don't address them personally all the time doesn't mean they aren't actively trying to fix a problem. It just may mean they are occupied with something more urgent. But the fact that they are here and are visibile, is pretty promissing, and by no means are they obligated to do anything of the sort.
cheers!
Steph s.
(sorry for any spelling, grammatical errors or long windedness...am working on a clients PC and sometimes gets distracted
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