So the 2 supposedly cancelled Kobo Auras were delivered yesterday. I promptly called Kobo customer service, and basically asked WTF! Of course, their Tier 2 support was conveniently closed at that time, but I was constantly assured & guaranteed that Tier 2 would be responding back to me today. The rep requested that when I received the email transcript of the issue & phone call that I reply with an attachment showing the charges to my credit card, redacted to remove sensitive/private info. I sent it to them this morning. Guess who I haven't heard a peep from today? No email, no phone call, no nothing. Shocking, I know.
Here's the transcript of the whole history with Kobo, through this morning for anyone who may be in a similar situation.
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Attached is copy of my credit card statement showing that Kobo charged me for the 2 orders that were supposed to be cancelled. When will these charges be refunded back to me?
Continuing to be completely disappointed by Kobo's customer (dis)service & e-commerce incompetence,
Lisa
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Subject: Re: Follow Up to Earlier Chat Regarding Incident Report 130421-000375 [Incident: 130421-000526]
From:
Date: Mon, 6 May 2013 21:47:09 -0400
To:
kobo.mail1@frontlinesvc.com
Jodi-Ann S,
Your incredibly vague summary below is missing ALL the key elements of our phone conversation earlier today. It DOES NOT address anything about your many "guarantees" and "promises" that I should expect to receive a follow-up response from Tier 2 support regarding my call today. You also failed to include exactly why I demanded to talk directly to someone in Tier 2 support at the start of today's conversation - because Kobo Tier 2 support assured me in the correspondence below that the original 2 orders below would be cancelled as they were never received by Kobo; however, I was notified by Kobo on 3 May that both original orders were shipped via FedEx! Additionally, I informed you that my credit card was charged for these 2 orders on 1 May. I told you that I expect to have these charges refunded immediately & that once I receive the refund I will return the items to Kobo, who will pay for the shipping charges.
Continuing to be completely disappointed by Kobo's customer (dis)service & e-commerce incompetence,
Lisa
Sent from my iPad
On May 6, 2013, at 8:57 PM, "Kobo Customer Care" <help@kobobooks.com> wrote:
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
Thank you for allowing us to be of service to you.
Subject
Follow Up to Earlier Chat Regarding Incident Report 130421-000375
Discussion Thread
Response Via Email (Jodi-Ann S) 05/06/2013 08:57 PM
Hi Lisa,
Thank you for contacting Kobo Customer Care.
You called today requesting to speak directly to our Tier 2 Team. I then advised you that our Tier 2 Team are currently closed and you were transferred to a supervisor.
You were advised to attach a copy of your credit card statement showing only the Kobo charges to this email and send it back to us. Please block out all non-Kobo related information including your credit card numbers.
Feel free to contact Kobo Customer Care and provide the agent with this incident number 130421-000526.
Sincerely,
The Kobo Team
Customer By Phone (Entered by Jodi-Ann S) 05/06/2013 08:57 PM
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Lisa called today requesting to speak directly to our Tier 2 Team.
Response Via Email (Neleke T) 04/23/2013 04:06 PM
Hi Lisa,
Thank you for contacting Kobo Customer Care Tier 2. We are very sorry for the inconvenience this has caused you.
I have taken a look at your account under email address
------@comcast.net
There is only one order being processed.
The order is for:
Kobo Aura HD
SKU: N204-KBO-W and Kobo Aura HD - SleepCover - Onyx
Please let me know if you have additional questions or concerns.
Sincerely,
The Kobo Team
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Response Via Email (Ornella) 04/22/2013 07:16 PM
Hi Lisa,
Thank you for contacting Kobo Customer Care. We do apologize that you have not received any email confirming your order for the Kobo Aura HD devices.
Today you placed an order a third time using a different email address, and the transaction was successful. You mentioned that if the previous orders went through, you are requesting that they be cancelled. The order number for the third transaction is "Order # 100010110 | Apr 22, 2013 6:42:46 PM".
If you should have a need to contact us again please do so using this reference number 130421-000526.
Sincerely,
The Kobo Team
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Customer By Phone (Entered by Ornella) 04/22/2013 07:16 PM
Lisa called in today stating that she has placed two orders for an Kobo Aura HD device and she has not received any email confirming her orders.
Customer By Email (xxxxxxxx) 04/21/2013 02:40 PM
Follow Up to Earlier Chat Regarding Incident Report 130421-000375
Thank you, but there was no file attached to your email below.
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Response
Thank you for taking the time to chat with us, we
are appending a copy of your chat transcript for any future reference.
Auto-Response 04/21/2013 02:20 PM
Thank you for taking the time to chat with us, we are appending a copy of your chat transcript for any future reference.
Question Reference #130421-000526
Product Level 1: Kobo eReader
Product Level 2: Aura HD
Date Created: 04/21/2013 02:20 PM
Last Updated: 05/06/2013 08:57 PM
Place Of Purchase:
Geo Interaction:
Incident Language: English
Phone Number:
Country: United States (US)
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Quote:
Originally Posted by 93terp
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