Here is my edited experience...
Live chat on 4/19:
Quote:
Luis R: Thank you. Let me please have a look at the order number.
Luis R: Yes, I see that you order is still processing.
Luis R: But if you want to know more I can escalate this issue.
John: Why doesn't it show in my Purchase history?
Luis R: Because it's still processing.
Luis R: Is there anything else I can help you with today?
John: So it will show in my history once my card has been charged?
Luis R: Yes, that's right.
Luis R: Is there anything else I can help you with today?
John: No, thank you for your help.
Luis R: Thank you for chatting with Kobo Customer Care. Have a nice day! Sincerely, Chat Team.
Luis R: Hello are you still there? Please disconnect the chat. Thank you.
John: I checked my credit card, and they said my card was charged, so should it show up it my purchase history?
Luis R: What I am going to do is to escalate this issue for you to receive an update of your order.
John: Should I stay on, or disconnect?
Luis R: This usually take within 24-48 business hours. You'll be receiving an e-mail with this response.
John: Ok. Thank you fir your help.
'John' disconnected ('Concluded by End-user').
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and then the emails:
4/22 their response:
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We are currently processing your order. You will receive a notification by email once the device has been shipped.
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Me on 4/22:
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I want to know why this doesn't show up in my purchase history at kobo.com
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Kobo 4/25:
Quote:
My apologies for the delayed response. I have taken a look at our system and the order does register.
Can you please confirm that you are logging in with the email address xxx.
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My reply 4/25 (with screen captures showing it isn't in my purchase history):
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I'm still not seeing my order in my Purchase history. Plus, I got a shipping notice, and when I track the order, it looks like it is going back and forth between Canada and the U.S.
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Kobo 4/29:
Quote:
According to your tracking information (Canada Post: XXX), your order is complete and your Kobo Aura HD has been delivered.
Please let us know if you have not yet received your order and we will investigate the issue for you.
We appreciate your patience in this matter.
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Me 4/29:
Quote:
I'm still not seeing my order in my Purchase history.
Is there anyway to speed up your replies? Could you please escalate this for quicker responses?
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Them 4/29:
Quote:
Your device order will not show up in your purchase history on your Kobo account as the purchase goes through a different system than your eBook purchases.
According to your tracking information (Canada Post: xxx), your order is complete and your Kobo Aura HD has been delivered.
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