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I've been talking to Darrel both yesterday and today. He's really good to deal with. I think he's having a very busy day.
The support staff I spoke to by telephone are located in St. Lucia. That is where Kobo's call center is located. This is an off shore call facility.
When one phones tech support, one is supposed to receive follow up e-mail each time. I have received no e-mail whatsoever related to this order or to the phone calls. I received automated responses to the e-mail requests for help that I sent via their web site form and that is all. Considering that I was told conflicting stories by the same person about what is going on with my order, they've lost credibility with me as to their truthfulness. And considering that I have repeatedly requested written documentation about this order and they have not provided me with one single jot of it, that IS a serious customer service issue.
Anyway, I now have the direct telephone number of Kobo staff in Canada and I won't bother contacting their call center in St. Lucia again. This has been the most bizarre retail experience I have ever had.
Oh, I placed my order with Best Buy. Got my confirmation number on the web page, which I printed out. Got my confirmation e-mail right away. Got another e-mail saying my order is being processed and that I will be notified when the item is shipped. Which is how it's supposed to be done. Had I known Best Buy would be selling the Vox, I would have ordered from them in the first place. I've been a customer of theirs for years, things always ran smoothly.
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