So....after emailing Kobo back and forth for a MONTH....about how my browser has barely been working since the last update (Kobo Touch).......they inform me that because the browser was a Beta version....they don't offer customer support for it! *insert exasperated face* A) then why bother including it.....b) why didn't you tell me that a month ago before you made me do factory resets, told me it was just an upgrade problem etc etc? The following is what I sent to them next.....
I don't mean to be rude, but are you kidding me? I was hoping to be able to have good things to say about your customer service but I am absolutely appalled. First of all, I contacted Kobo almost an entire MONTH ago......and have been exchanging several emails with you since then. In my very FIRST email I clearly stated that I owned a Kobo Touch and what my problems were. And after talking to me for an entire MONTH......suggesting I do factory resets etc etc etc I get a response saying that you
don't offer customer service for the web browser! Seriously?
A) Why wasn't I told that after my FIRST email?
B) No where on the Kobo package or inside does it say that your customer service is selective. I understand that the web browser is a beta version but if you had no intention of offering any customer support for it you should have made that very clear on the box......or better yet, not even included it in the Kobo Touch. Supported or not, when I purchased it everything worked fine.....and now it
doesn't.
C) Why is it that every single time I receive a response from Kobo customer support it tells me something completely different? First I'm told to do the resets......then I'm told the wifi problem is an issue they are aware of and working on......then I'm told to reset my wifi connection....and that you don't offer support for the browser. Well which is it?
D)Is anyone actually reading my emails.....or just glancing over them quickly? Like I said, I have clearly always stated that I own a Kobo
Touch....and after complaining on your website I got a response about how Kobo is sorry I'm having problems with my Kobo Vox. And my last response was concluded with "we apologize for the inconvenient".........not that I would normally care about a spelling mistake but it's just one more thing on the growing list.
I was so excited when I got my Kobo......and I really did love it, but am now sad to say that I feel like it was a complete waste of money and I would never recommend it anyone else. The product
itself is wonderful.....assuming nothing ever goes wrong with it and you never need to use the customer service. I can't even put into words how absolutely frustrated and disappointed I am with your services.....and I will be sharing my experiences with others so hopefully they can make a better product choice.
They responded today with this:
Hi Sarah,
We apologize for the problem you are having.
We were trying to attempt to see if there was anything to be done, but at the end of the day, the browser is only Beta and although we are happy to hear the feedback, we cannot guarantee it's full functional.
I will be happy to forward this to our Internal Resources for future consideration.
Sincerely,
The Kobo Team
