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cristovao · 11-15-2011, 01:52 PM

Sadly, my experience with Kobo since my wife pre-ordered the Vox has deteriorated horribly.
Similar situation, she pre-ordered expecting to have the device before or on the day of public release. When release day came and she saw stores had them in stock, I called and requested the pre-order cancelled. I was told only Tier 2 could cancel the order so I asked to be transferred but she said they don't answer phones (WTF?). After pressing for several minutes, she finally spoke to a supervisor/manager and said they'd send a request to Tier 2 to cancel the order. We even received an email about our request. I thought we were done...I was terribly wrong.
A week later, my wife got an email saying "Thanks for your Order"...so I called back and told them how we requested the order be cancelled. This time, they assured me that Tier 2 would cancel the order by having sent them a "private message".
Three days later, she got the email saying the Vox was shipped.

Are they a Mickey Mouse company? No, but at times they are simply unprofessional and largely unhelpful. Why is the department responsible for cancelling orders available by email only? That's unacceptable.

I've since put a dispute in with my credit card to remove the charges (which I found out could take up to 120 days!!!), I've instructed Purolator to send the Vox back (we never picked it up) and the best was the call I made today to Kobo. I asked, quite simply, to speak to a manager of Tier 2. The answer? "No, but they can email you."

Again, unacceptable, unprofessional and unhelpful. Now I have $200 sitting on my credit card, awaiting the CC company to reverse or Kobo to credit back. Who's going to pay for the interest accrued on this card? Me. I have no hope in Kobo righting this wrong by giving me some form of compensation.

Plus, I returned the Vox we bought in store (after exchanging the original due to not powering up) because of all the problems we were having with it (the wake-from-sleep issue, the library re-downloading every book repeatedly and lastly, eating my brand new SD card). I REALLY wanted to stick with this device...when it worked, it was enjoyable but there were simply too many problems with it.

In summary, I'm not impressed and disappointed.

11-15-2011, 01:52 PM	#26
cristovao Member Posts: 14 Karma: 10 Join Date: Nov 2011 Location: Calgary, AB Device: Kobo Vox, Kobo Touch	My not-so-pleasant experience Sadly, my experience with Kobo since my wife pre-ordered the Vox has deteriorated horribly. Similar situation, she pre-ordered expecting to have the device before or on the day of public release. When release day came and she saw stores had them in stock, I called and requested the pre-order cancelled. I was told only Tier 2 could cancel the order so I asked to be transferred but she said they don't answer phones (WTF?). After pressing for several minutes, she finally spoke to a supervisor/manager and said they'd send a request to Tier 2 to cancel the order. We even received an email about our request. I thought we were done...I was terribly wrong. A week later, my wife got an email saying "Thanks for your Order"...so I called back and told them how we requested the order be cancelled. This time, they assured me that Tier 2 would cancel the order by having sent them a "private message". Three days later, she got the email saying the Vox was shipped. Are they a Mickey Mouse company? No, but at times they are simply unprofessional and largely unhelpful. Why is the department responsible for cancelling orders available by email only? That's unacceptable. I've since put a dispute in with my credit card to remove the charges (which I found out could take up to 120 days!!!), I've instructed Purolator to send the Vox back (we never picked it up) and the best was the call I made today to Kobo. I asked, quite simply, to speak to a manager of Tier 2. The answer? "No, but they can email you." Again, unacceptable, unprofessional and unhelpful. Now I have $200 sitting on my credit card, awaiting the CC company to reverse or Kobo to credit back. Who's going to pay for the interest accrued on this card? Me. I have no hope in Kobo righting this wrong by giving me some form of compensation. Plus, I returned the Vox we bought in store (after exchanging the original due to not powering up) because of all the problems we were having with it (the wake-from-sleep issue, the library re-downloading every book repeatedly and lastly, eating my brand new SD card). I REALLY wanted to stick with this device...when it worked, it was enjoyable but there were simply too many problems with it. In summary, I'm not impressed and disappointed.