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taming · 01-13-2011, 08:00 AM

I know that even the best company can have a bad customer service person answering the phones from time to time. This is what I do.

I check to see if the person has opened a support ticket and get the ticket number.
I ask to speak with a supervisor-or-
I call back

My preference is to use on-line support, by email, or on the website. That gives me a ticket number and a history as my problem is dealt with--no chance of the call centre person complaining that I was rude or at fault in some other way--what happened is there in black and white if I need to go further.

For Kobo, since I am in Canada, and my Chapters-Indigo store is absolutely great, I would take my reader there if it needed to be replaced with the expectation that I would walk out with a new one. That is why I buy from the store, rather than on-line.

01-13-2011, 08:00 AM	#7
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	I know that even the best company can have a bad customer service person answering the phones from time to time. This is what I do. I check to see if the person has opened a support ticket and get the ticket number. I ask to speak with a supervisor-or- I call back My preference is to use on-line support, by email, or on the website. That gives me a ticket number and a history as my problem is dealt with--no chance of the call centre person complaining that I was rude or at fault in some other way--what happened is there in black and white if I need to go further. For Kobo, since I am in Canada, and my Chapters-Indigo store is absolutely great, I would take my reader there if it needed to be replaced with the expectation that I would walk out with a new one. That is why I buy from the store, rather than on-line.