MobileRead Forums - View Single Post - Touch I'm pretty disappointed with Kobo's customer service

nesler · 08-30-2012, 04:04 PM

Honestly, I was really taken off-guard by their response. And incredibly disappointed.

This is the response I just sent to them:

Hi,
Thank you for your response, and your patience. I just want you to know, I completely understand that as individuals, neither you nor any of your fellow staff are at fault for this. You're simply following the guidelines that your employer sets, and you're all just doing your jobs. Thank you for that.

Could you please forward the following to the relevant department(s), please? Thank you.:
-------
I've enjoyed using my Kobo since I bought it, and even went so far as to join the beta-testing group via the Mobileread board (though I have not been active in it the past few months due to other obligations).

I understand the necessity of limited warranties. However, releasing a product that costs $129, and yet only lasts 15 months, isn't okay. Damage due to a lack of care on the part of the owner is one thing. But when a product breaks, little more than a year after purchase, due to a manufacturing error that--upon research--turns out to be relatively common, and the manufacturer refuses to offer even a modicum of support for that product...

There's no way that I can ever recommend Kobo products to anyone. The reliability of a company's products, and the strength of their support for those products, are two of the most important features that a company can be judged by. To be lacking in both is a deficit that can't be overcome. That's a simple fact. Doing the legally-obligated minimum for a customer doesn't cut it.

I liked the Kobo Touch a lot. I loved how much control the Touch's software gives the user. Hell, I love the simple fact that it displays the current book cover as a screensaver. But I absolutely can't recommend it (or any other Kobo products) to anyone, based upon this experience. And that's a shame.

Thank you for your time,
[Me]

08-30-2012, 04:04 PM	#3
nesler Zealot Posts: 107 Karma: 548458 Join Date: Dec 2010 Location: California Device: Too many to list	Honestly, I was really taken off-guard by their response. And incredibly disappointed. This is the response I just sent to them: Hi, Thank you for your response, and your patience. I just want you to know, I completely understand that as individuals, neither you nor any of your fellow staff are at fault for this. You're simply following the guidelines that your employer sets, and you're all just doing your jobs. Thank you for that. Could you please forward the following to the relevant department(s), please? Thank you.: ------- I've enjoyed using my Kobo since I bought it, and even went so far as to join the beta-testing group via the Mobileread board (though I have not been active in it the past few months due to other obligations). I understand the necessity of limited warranties. However, releasing a product that costs $129, and yet only lasts 15 months, isn't okay. Damage due to a lack of care on the part of the owner is one thing. But when a product breaks, little more than a year after purchase, due to a manufacturing error that--upon research--turns out to be relatively common, and the manufacturer refuses to offer even a modicum of support for that product... There's no way that I can ever recommend Kobo products to anyone. The reliability of a company's products, and the strength of their support for those products, are two of the most important features that a company can be judged by. To be lacking in both is a deficit that can't be overcome. That's a simple fact. Doing the legally-obligated minimum for a customer doesn't cut it. I liked the Kobo Touch a lot. I loved how much control the Touch's software gives the user. Hell, I love the simple fact that it displays the current book cover as a screensaver. But I absolutely can't recommend it (or any other Kobo products) to anyone, based upon this experience. And that's a shame. Thank you for your time, [Me]