Quote:
Originally Posted by whitelight
I ordered an Aura HD direct from their site and it arrived a few weeks back. As soon as I turned on the backlight, I noticed a brilliant white spot in the middle of the screen that was incredibly distracting. After searching online, I found this forum as well as many other pages mentioning this defect.
That's not a big problem, I thought. I'll just return it for a working one. Wow, that's a mistake. After three weeks, I'm still nowhere. First, I had to go through the "send us a photo of the defect" rubbish. After that, a few more round trips of frustrating support (like them asking me for a whole load of information about the device and myself that they already had because, as I mentioned to them initially, it was purchased through their site). Eventually, I said they could just send me any color as a replacement (mine was Ivory), just as long as I get something.
They gave me a Fedex waybill, asked me to return mine and said they would ship a replacement "in a few business days". And, because I'm a complete sucker, and believed that they would send a replacement, I actually sent them the defective unit back.  That was two weeks ago. They've got my defective Aura, and I have nothing.
Since then, it's radio silence from them. I replied to the ticket twice and they just ignore it. I speak to the online chat team and they said someone would contact me within 48 business hours. Nothing. At this point, I'm sending them back the cover that I purchased from them at the same time as the Aura and getting the credit card company to reverse the charge. |
I feel bad for you, I would be furious if I that had happened to me. It seems to me that Kobo really needs to improve their customer service if they are serious about selling their ereaders online. You go for it, all guns blazing, and I hope you get a resolution soon.
Quote:
Originally Posted by whitelight
One other bit of advice I can offer to anyone with this defect who might be thinking about returning it - Maybe just learn to live with the flaw and next time buy another device. I don't think it's worth engaging Kobo support about it. Better to have a defective device, rather than nothing.
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I disagree with this advice. If you order an Aura, you expect it to be in perfect condition, if there are flaws in the lighting layer, IMHO you are entitled to get a replacement, as the unit you received is not as advertised. The Aura is marketed as a "premium" ereader and it is too expensive to 'learn to live' with flaws. My advice is, if you have flaws on your device, return it for a full refund, and then decide if you want to order an Aura again or wait until a competitor has something similar or better on the market.