Quote:
Originally Posted by Meemo
Sorry those #s didn't work for you - they were cut & pasted from an email I'd received from either Sharper Image or Merch Source - can't remember which. (Maybe they're trying to discourage calls?  )
At any rate, they're notoriously slow at sending out the return boxes and the replacements, so be prepared to wait. Just another company that makes me happy Kindle is my primary reader. (When my daughter dropped her Kindle and cracked the screen, Amazon overnighted a replacement. Free. And accidental damage isn't officially covered under their warranty. You seriously can't beat Amazon's customer service for Kindle.) |
I called them today and had the
worst experience- below I've c&p the email I sent to Kobo. I'm hoping they know how to fix what's wrong, as they wrote the software and neither Literati/MerchSource or Sharper Image was of any help.
Hello,
I received a Literati ereader in early January as a belated Christmas present from my father.
I know that the software is powered by Kobo and the hardware is made by MerchSource, and you may or may not be able to assist, but I felt it was worth contacting you in hopes you could shed some light on what my reader is doing. Literari customer support and MerchSource has so far been of no help, nor has the Sharper Image where the reader was initially purchased.
My reader stopped turning on a few weeks ago. I assumed it was the charger and called Literati, who sent a replacement out. Upon its arrival, I plugged it in, and the reader lit up... but will not go past the boot screen. I have tried to reset the device by pushing a paperclip in the back, tried holding "Q" while doing so, reset and held it for 25 seconds... all troubleshooting tips that are posted online from people who have had issues with their readers. None of it works, it returns to that same boot screen and does not budge. I have also tried plugging it in to the computer, but this also has no effect and my computer does not see it.
I have spoken to two levels of customer support at Literati/MerchSource who tell me that they do not offer any warranty coverage for this reader, and since they are no longer producing it, I cannot have it repaired or replaced. They told me I needed to go to the original point of purchase to return it, but as it was a gift and the Sharper Image does not have any locations in Canada, this is extremely difficult. I contacted Sharper Image, who told me that I must contact the manufacturer. I have spent a large part of the day on hold between the two places, being sent from one back to the other, and neither one claims responsibility for servicing this device. There are numerous reports online of people right up until two months ago getting their readers serviced/replaced; I feel I am being penalized because my Literati didn't die soon enough.
I have purchased a number of books from Kobo to read on this device, and now cannot do so. I miss my reader. As the software which powers it comes from Kobo, I was hoping you may have some suggestions for me. I'd be happy if I could just get it up and running again. Even if you do not have any suggestions for how to get my reader running again, I felt you ought to know about my experience with your business partners as their lack of help reflects quite poorly on you as well. I certainly don't have any motivation to purchase more books to read on my Literati if the device isn't working.
Any assistance would be appreciated. I really miss my reader.
Thanks,
Veronica