MobileRead Forums - View Single Post - Bad Kobo support story on the Consumerist

shaf · 01-04-2012, 11:24 AM

After all the talk about KOBO Customer Care improving I've actually found it to be the same as before if not worse. The Problem is the disconnect between Tier 1 and Tier 2 support.
When talking to a tier1 rep. yesterday I was told there was no contact between Tier 1 and Tier 2 once an issue is escalated to Tier 2 there is nothing Tier 1 can do.
I've been waiting 6 days for a response from Tier 2.
Hope your Kobo device never breaks because if bought from a Capters/Indigo Store they now refuse to replace or exchange them. Kobo support is your only hope.

01-04-2012, 11:24 AM	#4
shaf Junior Member Posts: 8 Karma: 10 Join Date: Oct 2011 Device: Kobo Touch	After all the talk about KOBO Customer Care improving I've actually found it to be the same as before if not worse. The Problem is the disconnect between Tier 1 and Tier 2 support. When talking to a tier1 rep. yesterday I was told there was no contact between Tier 1 and Tier 2 once an issue is escalated to Tier 2 there is nothing Tier 1 can do. I've been waiting 6 days for a response from Tier 2. Hope your Kobo device never breaks because if bought from a Capters/Indigo Store they now refuse to replace or exchange them. Kobo support is your only hope.