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alstein · 11-08-2011, 12:16 AM

Has anyone run into problems with the Kobo store over the past couple of days? On November 5, I attempted to purchase a book on their site, and chose to pay via Paypal. There was a long delay on the paypal screen and then I was taken back to the Kobo site and saw a message that the transaction wasn't completed and to try again. I decided to check my Paypal account first, and noticed that the purchase price for the book was deducted from my account. I wasn't too concerned after I called their customer service and was told there were some issues with their web site, and that they would rectify the situation and put the book in my library once they received a reply to an email they would send me asking for details of the Paypal transaction.

I received their email asking for details which I forwarded to them. I then assumed that within a few hours of their receiving my email that the book would show up in my library. By November 6 after not receiving the book, I emailed them again and received a reply about problems on their site. The reply i received was " Thank you for that information. Unfortunately we are still experiencing technical difficulties with our web site, our technicians are working to get the issue resolved.The information you have provided will be escalated to the Tier 2 team for further revision. You will receive an update email once the issue has been resolved". As of November 7, I still had not received the book. I tried to reach customer service during the day, and gave up after long wait times. I finally succeeded reaching them at about 11:15 PM and after getting the same answer I asked to speak to a supervisor who said they would do their best to get the book posted to my library. I asked for a refund if they couldn't put the book into my account. Again he said the matter would be taken care of.

It is somewhat unsettling to have to wait over 48 hours for this kind of problem to resolve itself. What is equally concerning is that they said they are having technical problems, yet nowhere on their site have they put up any notifications that there are problems.

11-08-2011, 12:16 AM	#1
alstein Enthusiast Posts: 29 Karma: 10 Join Date: Mar 2009 Device: PRS-T1	Problems with Kobo Store Canada Has anyone run into problems with the Kobo store over the past couple of days? On November 5, I attempted to purchase a book on their site, and chose to pay via Paypal. There was a long delay on the paypal screen and then I was taken back to the Kobo site and saw a message that the transaction wasn't completed and to try again. I decided to check my Paypal account first, and noticed that the purchase price for the book was deducted from my account. I wasn't too concerned after I called their customer service and was told there were some issues with their web site, and that they would rectify the situation and put the book in my library once they received a reply to an email they would send me asking for details of the Paypal transaction. I received their email asking for details which I forwarded to them. I then assumed that within a few hours of their receiving my email that the book would show up in my library. By November 6 after not receiving the book, I emailed them again and received a reply about problems on their site. The reply i received was " Thank you for that information. Unfortunately we are still experiencing technical difficulties with our web site, our technicians are working to get the issue resolved.The information you have provided will be escalated to the Tier 2 team for further revision. You will receive an update email once the issue has been resolved". As of November 7, I still had not received the book. I tried to reach customer service during the day, and gave up after long wait times. I finally succeeded reaching them at about 11:15 PM and after getting the same answer I asked to speak to a supervisor who said they would do their best to get the book posted to my library. I asked for a refund if they couldn't put the book into my account. Again he said the matter would be taken care of. It is somewhat unsettling to have to wait over 48 hours for this kind of problem to resolve itself. What is equally concerning is that they said they are having technical problems, yet nowhere on their site have they put up any notifications that there are problems.