Quote:
Originally Posted by siraks
microsoft and the 360 is a big one you can compare to. especially when they had the red ring of death problem, people were expected to pay the shipping. they changed their policy up after that but at the beginning it was similar.
|
Microsoft was lucky they weren't forced to recall and replace all those early Xbox360's (which to be honest they should have as it had known defects that manifested at very high rates) - (to my mind) the whole replacement policy came about to stem off the inevitable lawsuits that could have followed (and it was cheaper than the alternative - full recall & replace).
As to Kobo, like dafrizz I'm a little disappointed at the return shipping also, though as others overall I'm not surprised. Having heard some pretty favourable (re: glowing) reports of Amazon's support for Kindle hardware (some owners in AU having Amazon just sending them a replacement unit with no need to ship their failed unit back) it is likely an area they can improve along with their general customer support response times (for email - unsure phone?) which a few people have expressed lackluster experiences.
Oh and as to refurbished, with the device failing only after a day (pretty close to DOA if you ask me) I'd like a new replacement also (be the smarter thing to do from a perception point of view to counter such an early fault), though I know this is also pretty standard, and if the refurb is as-new looking there isn't much to complain about.
I'd personally contact Kobo (rather than just posting here). Maybe they'd be willing to give you some book gift/credit to offset your less than steller experience.
Try;
tweeting ->
http://twitter.com/kobo
or posting on ->
http://getsatisfaction.com/kobo
or use Skype Out etc.. to phone their customer support number.
Any feedback and subsequent improvements they can make is better for all of us.