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montealan · 02-23-2011, 04:06 PM

I have been dealing with KOBO since last fall and have purchased quite a few books from them. Then I had a problem with one of their discount codes. I tried to resolve the problem through their online customer service to no avail. I sent the following to the CEO of KOBO through the customer service route, so I don't know if he will ever read it.

Basically their customer service stinks. And as I noted in my email below I will take my business elsewhere.

TO: Mike Serbinis, CEO
RE: Request #196448

Mr. Serbinis

As a reader who has purchased 42 ebooks from KOBO during the past few months, I thought you might be interested as to why I will never purchase from KOBO again.

On Friday February 18, I purchased an ebook utilizing the 25% coupon code emailed to me from KOBO.

Upon receiving the email invoice I noticed that I was charged the full price of $9.09.

I notified the help desk by email and explained that I put the code in but did not receive the discount. The response I received “unfortunately, the promotional code must be entered at time of purchase to qualify for this discount” did not address my situation. I resent my response noting that I did enter the code. Again I received back “unfortunately, the promotional code must be entered at time of purchase to qualify for this discount.”

It appears that the people providing customer support do not bother to read the stated problem.

Clearly, since all ebook providers pretty much have similar pricing, the main factor which sets them apart is customer service. KOBO is sorely lacking in this area. I will now be purchasing all my future ebooks from Amazon (who excel in customer service), SONY, B&N, ebooks.com etc.

Although the price difference in my above mentioned purchase is minimal, around $2.00, there is a principal here which I feel must be addressed. And since it appears KOBO will not deal with it I will resort to blogging my dissatisfaction on MobileRead and Teleread forums, and any other mode of appropriate online discussion sites.

I lost $2.00, but you lose a loyal customer and possibly the good will of many other readers who will be reading my blogs.

Thank you

If anyone knows how I can get in touch with Mr. Serbinis directly I would appreciate that info.

02-23-2011, 04:06 PM	#1
montealan Enthusiast Posts: 27 Karma: 40 Join Date: Mar 2008 Location: El Dorado Hills, California Device: Kobo Glo, Kobo Aura One, Likebook T80D	Problem with KOBO purchase I have been dealing with KOBO since last fall and have purchased quite a few books from them. Then I had a problem with one of their discount codes. I tried to resolve the problem through their online customer service to no avail. I sent the following to the CEO of KOBO through the customer service route, so I don't know if he will ever read it. Basically their customer service stinks. And as I noted in my email below I will take my business elsewhere. TO: Mike Serbinis, CEO RE: Request #196448 Mr. Serbinis As a reader who has purchased 42 ebooks from KOBO during the past few months, I thought you might be interested as to why I will never purchase from KOBO again. On Friday February 18, I purchased an ebook utilizing the 25% coupon code emailed to me from KOBO. Upon receiving the email invoice I noticed that I was charged the full price of $9.09. I notified the help desk by email and explained that I put the code in but did not receive the discount. The response I received “unfortunately, the promotional code must be entered at time of purchase to qualify for this discount” did not address my situation. I resent my response noting that I did enter the code. Again I received back “unfortunately, the promotional code must be entered at time of purchase to qualify for this discount.” It appears that the people providing customer support do not bother to read the stated problem. Clearly, since all ebook providers pretty much have similar pricing, the main factor which sets them apart is customer service. KOBO is sorely lacking in this area. I will now be purchasing all my future ebooks from Amazon (who excel in customer service), SONY, B&N, ebooks.com etc. Although the price difference in my above mentioned purchase is minimal, around $2.00, there is a principal here which I feel must be addressed. And since it appears KOBO will not deal with it I will resort to blogging my dissatisfaction on MobileRead and Teleread forums, and any other mode of appropriate online discussion sites. I lost $2.00, but you lose a loyal customer and possibly the good will of many other readers who will be reading my blogs. Thank you If anyone knows how I can get in touch with Mr. Serbinis directly I would appreciate that info.