Thread: Kobo sold to Rakuten for $315M
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Old 11-08-2011, 06:31 PM   #4
pokee
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Quote:
Originally Posted by SCION View Post
They need to clean house in that area. It's run like a mom and pop business. No accountability at all. There's no reason they can't have live support staff 18 hours a day. Allow folks to telecommute to make this feasible if you can't have a physical location open during these hours. Give folks access to the necessary systems to satisfy customer needs the first time they call in. Simple problems can't be resolved when you call in. You have to wait for an email before you can proceed to the next step. I can't believe executive management accepts the way the show is currently run. It's appalling. Hire some consultants to direct your steps and establish some corporate goals in this area. Please, do something. Take the time to read the customer service complaints on GetSatisfaction.com. These aren't anomalies.
I agree with what you're saying Scion. In some ways, that's what makes Kobo such a great company, though (kinda has a 'mom and pop' vibe) - so there's bound to be some trade-offs.

They get to keep their current headquarters and employees, so it's hard to say what changes will be made - and if they are, how quickly they will be made....
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