[Lynx-lynx]

Originally Posted by Lynx-lynx

I've just gotten an email response from Kobo re my complaint that no ebook format was displayed prior to my purchase of an O'Reilly book yesterday:

Spoiler:

My complaint:

Today I purchased an ebook without realising that it wasn't in epub format.

Apparently it's in kepub format - which I would not have purchased.

I only buy Kobo books in epub format.

It seems that Kobo may have breached Australian consumer laws because Kobo did not identify pertinent details, that is the ebook format, prior to the sale of the ebook.

I want a refund.

Kobo's response
Thank you for contacting Kobo Customer Care. We are sorry to hear that your purchased book "The Modern Web" is not compatible with your Kobo Glo eReader and you weren't able to verify the file format before purchase. We will be happy to assist you regarding this issue.

Please be advised that Kobo does not provide refunds unless there is something wrong with the eBook in question as all sales are final. However, we will be happy to with a Kobo store credit of $9.69 AUD within 48 hours.

My response back to them
Your response to my complaint comes across as wilful misrepresentation because you did not respond to the issues I clearly raised.

That is - the ebook did not display information as to the format prior to purchase. And nor does it display format information post purchase - one needs to 'guess' the format.

Nor do I know whether the ebook is DRM free or not DRM free because it also is not written on the site information regarding the ebook I bought. This is very important information.

I only buy Kobo ebooks for 2 reasons:
i) they are in EPUB format
ii) the price

The 'new' Kobo Australian website does not state in words the format of any of the ebooks that I've looked at. That is more than likely a breach of the Australian Consumer laws because the format of an ebook is highly pertinent to the purchase information decision making process.

It is also imperative to know the DRM status of an ebook prior to purchase.

I again ask you to address my areas of complaint.

So, this looks like it's going to be a longish chat until Kobo identifies with the area of complaint being the lack of format info.

Edit
For info,the book I purchased is:

The Modern Web
By Gasston, Peter

Originally Posted by Lynx-lynx

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I got back the Kobo reply .... Kobo's entire response re not knowing the format pre pruchase is:

'Thank you for contacting Kobo Customer Care. We are sorry to hear that you were unable to sync your eBook "The Modern Web" onto your Kobo Glo eReader and it is our pleasure to assist you today.

Unfortunately, since we are still in the process of upgrading our website, there are a few glitches but we are working to resolve them as soon as possible.'

I do not know if they were talking about format info at all!!

Anyway, I've now asked them to provide me with the EPUB version of the book - because it's an O'Reilly published book.

See how I go, eh ...

Well, I got an email back and the gist of it is that Kobo doesn't have an epub version of this book!!

What a hoot!! So it appears that they are now selling kepub only ebooks and not letting the consumer know pre purchase!

Any further chat re this will be in the 'How important is knowing the format before purchase' thread in the Kobo devices sub-forum.