MobileRead Forums - View Single Post - Aura HD Anybody have to return their Aura ?

graycyn · 05-17-2013, 07:51 PM

Well, I contacted Kobo today about returning because of the intermittent glow light flicker and the frequent two-page turns. All I wanted was a return/exchange authorization, so I could get on with this and get a working reader in my hands! I've already been through the soft reset and full factory reset, which didn't solve anything.

Sadly, the CS rep first tried to blame the problems on a book, asking me what I was reading, at which point I told her I'd read multiple books and it had happened in most of them, putting the kabosh on that ploy!

Anyway, after putting me on hold several times, I was informed I'd have to be moved to *Tier 2* support and that I would receive an email from them. I asked why I couldn't just get a return/exchange authorization and was told Tier 1 couldn't do that. I then asked when I might expect to hear from *Tier 2*. And the answer to that was *unknown*. Really? Not even a time frame?

It's giving me a bad feeling. I wish I had an easy issue to document, but it's intermittent and only happens occasionally.

05-17-2013, 07:51 PM	#50
graycyn Wizard Posts: 1,591 Karma: 11722446 Join Date: Aug 2010 Location: NE Oregon Device: Kobo Sage, Pocketbook Era, Kobo Forma, Kindle Oasis 2	Well, I contacted Kobo today about returning because of the intermittent glow light flicker and the frequent two-page turns. All I wanted was a return/exchange authorization, so I could get on with this and get a working reader in my hands! I've already been through the soft reset and full factory reset, which didn't solve anything. Sadly, the CS rep first tried to blame the problems on a book, asking me what I was reading, at which point I told her I'd read multiple books and it had happened in most of them, putting the kabosh on that ploy! Anyway, after putting me on hold several times, I was informed I'd have to be moved to Tier 2 support and that I would receive an email from them. I asked why I couldn't just get a return/exchange authorization and was told Tier 1 couldn't do that. I then asked when I might expect to hear from Tier 2. And the answer to that was unknown. Really? Not even a time frame? It's giving me a bad feeling. I wish I had an easy issue to document, but it's intermittent and only happens occasionally.