I received my replacement Touch today (Friday, February 22, 2013). Thought I would let you know what to expect if you need to have yours replaced.
January 31 - Called technical support (as you read above).
February 5 - Received an email requesting me to send a picture of my Touch (!?). Couldn't figure out why they would need a picture of a dead Touch. I told everyone it was like calling your mechanic to tell him your car wouldn't start and hearing him say to email a picture of the vehicle. Then I thought it might be to make sure I actually owned a Kobo? Didn't make much sense - I had to give the serial number to get this far thru the process.
I don't own a digital camera or cell phone capable of taking a picture, so I had to get a friend to take the picture and email it to me so I could email it to Kobo. This took until February 12 (Kept forgetting to take the Kobo with me).
February 12 - Emailed picture of Kobo Touch to Kobo support.
February 15 - Received response from Kobo support. Cut & pasted below:
Quote:
Unfortunately, your Kobo eReader needs to be replaced.
An order will be created to ship you a replacement eReader right away.
Once you receive your replacement, please package your eReader and clearly include the letters "RMA" with the help ticket # ****** on the package.
Do not place any accessories in the package (eReader manuals, receipts, Gela skins, etc.). THESE ITEMS WILL NOT BE RETURNED SHOULD THEY BE INCLUDED.
An address where to ship your defective eReader will be communicated to you shortly.
Thanks,
The Kobo Team
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February 21 - FedEx left note on door letting me know they had attempted to leave an International Priority (Express) package for me from Jubei City, Hsinchu, Taiwan! With the Kobo address in Canada in the "Bill To:" section. Ship date was February 20. Would have been nice to receive an email containing tracking information letting me know it was sent.
February 22 - Collected package. Opened to find what appears to be a brand new black Kobo Touch. Looks very good if refurbished. I plugged it in and set everything up. Then I realized the reason they needed a picture - it was to know if I had an ad-enabled Touch! I did, but the new one seems to not show ad's when off
The package did not contain information on where to send the old Kobo, or a return envelope. I'm going to wait until Tuesday for Kobo to get the confirmation of delivery, process the fact and email the address to send the old product. If I haven't heard from them, I'll email them to ask what they would like me to do next.
To sum up: From first contact to product in hands takes about 15 days. Not including the wasted time on my end (of course).
Good job, Kobo support
