49Kat,
Thanks for all the suggestions. I'll email Darrell and use that site.
A little update from this morning (keep in mind this all happened before I read your comments tonight); I called my credit card to find out the status of my dispute and to confirm that they received my fax with all the information. I was advised that they did receive my fax but that it could take up to 120 days (
) to process, although he did say that's the absolute maximum.
Then I called Purolator to ensure that they were sending the unit back. They advised it would be sent back today and that if I wanted a tracking number I'd have to call back tomorrow. I'll be doing that.
I then called Kobo to advise them of what I've done and to request to speak to a manager because after all this nonsense, I'd had enough. I immediately asked to speak to a manager, none was available but I got a supervisor instead. I explained the situation to him, told him everything I'd done and ultimately requested that I speak with a manager in Tier 2 about this and some possible compensation. I got the same line about them not taking calls. I told him firmly, yet diplomatically, that that wasn't good enough. I wanted to talk to someone...on the phone. He put me on hold and returned saying the best he could do was pass all my information to a Tier 2 manager and have them email me today. I told him that was unacceptable but realized that I wasn't going to get any further and didn't want to get into ugly words (I was shaking with frustration at this point) so I agreed and let it go.
Guess what? It's now 22:15 in Calgary and we haven't gotten the promised email. I'm going to email Darrell now but I am likely going to make a phone call tomorrow.
I understand that this type of service is not uncommon, especially with off-shore call centers and whatnot, that Kobo isn't the only company that suffers from this type of professionalism (or lack thereof) but I'm really tired of being complacent and just accepting poor customer service from all types of companies. I simply will not stand for it and if they (meaning any company, not just Kobo) think they can just script me away, they've got another thing coming.
On a side note, I returned the Vox we purchased in store today. With the wake-from-sleep issue, the library re-downloading all my books randomly and the stuck SD card, I just couldn't keep it anymore. Best Buy were VERY helpfull...they refunded me even after the 14 day period, and managed to extract my brand new SD card without incident. THAT my friends, is good customer service.
I want everyone to know that I'm not here simply sh!tt!ng on Kobo maliciously. I actually quite enjoyed the Vox when it was working and when my wife suggested switching to Kindle/Amazon for our next eReader, I said that I actually really like Kobo (especially the Reading Life and social integration aspect) and will likely stick with them...plus her Kobo Touch is quite nice.
(Sorry this was so long-winded...)