Quote:
Originally Posted by MikeLC
Notify Kobo that you have a defective kobo screen and wish to have it replaced, I would do this all through the phone simply because it takes quite some time to get answers through an email.
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I admit it, I do not like using phone support--especially when the fact that the reader is defective (rather than broken) is clear only by looking at the picture. More then that, although doing things via email or the website can take longer, there is a written record of exactly what was said and done. No "he said, she said" conflicts in the future.
That being said, for many things a phone call can solve the problem straightaway AND a ticket can be opened for the issue brought to kobo by phone that cannot be immediately resolved. It is important for the person to ask for the ticket number, and follow up using that number. I believe that once a ticket is open, it should show up in the appropriate tab in help.kobobooks.com no matter how the process began--but I may be wrong about that. A phone support user would need to chime in here to know for sure.