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jubi · 11-16-2011, 09:24 AM

Hi folks, I've been searching the web for a way to replace the glass on my Vox. I've contacted Kobo, and I'd like to share the email correspondence:

My Request to kobo customer care:

"Hello,
I have a Touch and also a Vox, and love them both. The other day I was
in the store with my Vox in hand, looking at protective sleeves and covers,
and I accidentally dropped it to the floor(*the irony* *became evident later
*). I picked it up and the corner of the glass had suffered a chip, from
which a crack extended partly into the viewing area of the screen. I was
very disappointed, and too discouraged to purchase a sleeve.

I called and spoke with a service rep at Kobo, who told me to go where I
purchased it. I went to Best Buy and was told to check with Kobo as they
could do nothing, short of shipping it out for repairs. I should point out
that the unit works just fine; the damage is cosmetic only. I would simply
like to order a replacement glass screen and repair it myself, at my
expense. I have repaired numerous laptops, phones, cameras, etc. and am
confident about it. I understand the Vox is a new device and the builder
may not be ready to ship out spares, but I feel it is worth verifying. I
am asking the good folks at Kobo to contact their supplier and try to
obtain the glass for me through whatever channels are available, or provide
me with a contact person.

I very much appreciate you taking the time to consider my request and await
patiently your reply.
Best regards,

xxxxxxxxxx "

The Response:

Hi there,

Thank you for contacting Kobo Customer Care. We apologize for the delay. We are sorry to hear that your
Kobo is damage, but all sales are final.

Sincerely,
The Kobo Team
Customer By Email (J J)11/08/2011 07:05 AM
Question Reference #111108-000230
Product Level 1: Kobo Vox
Date Created: 11/08/2011 07:05 AM
Last Updated: 11/11/2011 06:32 PM
Status: Solved"

Did they even READ my request? I had more faith in this canadian company's customer support. The grammar mistake in there also suggests that my reply came from Asia

In any case, it's a very poor response. I acknowledge the damage is my fault, and am willing to pay for a repair, but not to send it out for 3 weeks. I have a lot of travelling in the next 12 weeks, and I need this unit!
There is little information available so far. I've found that they are manufactured by Wistron (is that accurate?). Perhaps it would use the same glass as another 7" tablet, and if just slightly bigger, one could trim it to fit with special glass cutting tools? Anyone have some input?

11-16-2011, 09:24 AM	#1
jubi Junior Member Posts: 5 Karma: 10 Join Date: Nov 2011 Location: Winnipeg Device: Kobo Vox	Repair Parts for Vox Hi folks, I've been searching the web for a way to replace the glass on my Vox. I've contacted Kobo, and I'd like to share the email correspondence: My Request to kobo customer care: "Hello, I have a Touch and also a Vox, and love them both. The other day I was in the store with my Vox in hand, looking at protective sleeves and covers, and I accidentally dropped it to the floor(the irony became evident later ). I picked it up and the corner of the glass had suffered a chip, from which a crack extended partly into the viewing area of the screen. I was very disappointed, and too discouraged to purchase a sleeve. I called and spoke with a service rep at Kobo, who told me to go where I purchased it. I went to Best Buy and was told to check with Kobo as they could do nothing, short of shipping it out for repairs. I should point out that the unit works just fine; the damage is cosmetic only. I would simply like to order a replacement glass screen and repair it myself, at my expense. I have repaired numerous laptops, phones, cameras, etc. and am confident about it. I understand the Vox is a new device and the builder may not be ready to ship out spares, but I feel it is worth verifying. I am asking the good folks at Kobo to contact their supplier and try to obtain the glass for me through whatever channels are available, or provide me with a contact person. I very much appreciate you taking the time to consider my request and await patiently your reply. Best regards, xxxxxxxxxx " The Response: Hi there, Thank you for contacting Kobo Customer Care. We apologize for the delay. We are sorry to hear that your Kobo is damage, but all sales are final. Sincerely, The Kobo Team Customer By Email (J J)11/08/2011 07:05 AM Question Reference #111108-000230 Product Level 1: Kobo Vox Date Created: 11/08/2011 07:05 AM Last Updated: 11/11/2011 06:32 PM Status: Solved" Did they even READ my request? I had more faith in this canadian company's customer support. The grammar mistake in there also suggests that my reply came from Asia In any case, it's a very poor response. I acknowledge the damage is my fault, and am willing to pay for a repair, but not to send it out for 3 weeks. I have a lot of travelling in the next 12 weeks, and I need this unit! There is little information available so far. I've found that they are manufactured by Wistron (is that accurate?). Perhaps it would use the same glass as another 7" tablet, and if just slightly bigger, one could trim it to fit with special glass cutting tools? Anyone have some input?