Quote:
Originally Posted by Peakcrew
I think that is my biggest gripe with Kobo - they give the appearance of a "two men in a shed" operation sometimes, even though I know that isn't the case. I have no reason to think that they aren't working hard on this, but it is the same old issue of poor communication. Let's face it, whilst we may not have identified the problem uniquely (perhaps the folks at Kobo had this spotted some time ago), we have done a lot of work to get to where we are. A small posting from someone at Kobo wouldn't hurt - after all, how many returns have we prevented through this?
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There is one basic rule in customer service - manage your customers and their expectations. This is something a lot of companies (including Kobo) are very bad at. How hard would it be to keep people happy by admitting the problem, giving the workarounds, and getting it fixed in a firmware update sooner rather than later?
Much better than getting a poor reputation for customer service and a product that has a battery life measured in days rather than the weeks of your competitor. Reputations stick and are very hard to change once you have them.