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rone1986 · 10-09-2013, 11:55 PM

I received my new Kobo Aura (2013) on the 23rd Sept. It had some of the light pinpricks, but I wasn't overly concerned.

But then, after less than a week of use, I noticed light bleeding from the lower left and right sides of the device. Upon closer inspection, I could see that the top most layer of the screen was coming away at these points. It was raising above the bezel by less than a millimetre, but it was allowing the light to escape from the sides of the device. I could push it back down, but whatever adhesive they used wouldn't hold and it just kept raising. The Aura had never left the Kobo Sleep cover I ordered with it.

After taking some photos, I contacted Kobo and the unit is being RMAd. At the time, I was surprised at how painless the process was, although I was miffed that my Aura wasn't up to scratch.

I sent my faulty unit back and the RMA department has now had it for a week. Delivery was confirmed by Australia Post. I've chased up Kobo customer care repeatedly only to be promised time frames for contact which come and go without so much as a boo from Kobo.

Worse still, every time I contact Kobo customer care, the agents cannot provide an update, telling me that they “do not have the scope of support to inform you about the exact status of your case,” as only the RMA department has those specifics.

I’ve been promised updates within specific time frames by Customer Care on behalf of the RMA department repeatedly, I’ve provided email and phone contact details, but have not been contacted by anyone from Kobo at all.

Is this the usual experience for anyone who has had to send a unit back RMA?

I’m a student and at $189.95, this was not a cheap purchase. The lack of contact and information is less than reassuring. I'm not angry, just concerned.

This is my first foray into Kobo. So far, I am unimpressed.

10-09-2013, 11:55 PM	#1
rone1986 Enthusiast Posts: 37 Karma: 32734 Join Date: Oct 2013 Device: Kobo Aura (2013)	Customer care / RMA experience I received my new Kobo Aura (2013) on the 23rd Sept. It had some of the light pinpricks, but I wasn't overly concerned. But then, after less than a week of use, I noticed light bleeding from the lower left and right sides of the device. Upon closer inspection, I could see that the top most layer of the screen was coming away at these points. It was raising above the bezel by less than a millimetre, but it was allowing the light to escape from the sides of the device. I could push it back down, but whatever adhesive they used wouldn't hold and it just kept raising. The Aura had never left the Kobo Sleep cover I ordered with it. After taking some photos, I contacted Kobo and the unit is being RMAd. At the time, I was surprised at how painless the process was, although I was miffed that my Aura wasn't up to scratch. I sent my faulty unit back and the RMA department has now had it for a week. Delivery was confirmed by Australia Post. I've chased up Kobo customer care repeatedly only to be promised time frames for contact which come and go without so much as a boo from Kobo. Worse still, every time I contact Kobo customer care, the agents cannot provide an update, telling me that they “do not have the scope of support to inform you about the exact status of your case,” as only the RMA department has those specifics. I’ve been promised updates within specific time frames by Customer Care on behalf of the RMA department repeatedly, I’ve provided email and phone contact details, but have not been contacted by anyone from Kobo at all. Is this the usual experience for anyone who has had to send a unit back RMA? I’m a student and at $189.95, this was not a cheap purchase. The lack of contact and information is less than reassuring. I'm not angry, just concerned. This is my first foray into Kobo. So far, I am unimpressed.