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Old 10-14-2013, 11:18 PM   #23
rone1986
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rone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beautyrone1986 does all things with Zen-like beauty
 
Posts: 37
Karma: 32734
Join Date: Oct 2013
Device: Kobo Aura (2013)
Quote:
Originally Posted by Dr. Drib View Post
Although there may a kernel of truth concerning the similarity of the two names and a reason for this error having occurred (an opinion that I do not entirely share, by the way), I think a more verifiable reason - based upon the content of so many threads here in this forum - deals with a feeling of basic incompetence about Kobo from our members, a level of incompetence not previously seen before from a major player in the ebook business.


Don
Quote:
Originally Posted by Nightyume View Post
Well yes, but that incompetence is why they would confuse the two products. It's less likely that someoene just grabbed the wrong box, or at least I would think they don't have a big pile of readers with all models mixed together. It's more likely that an improperly trained employee, or an apathetic one, just heard/read "Aura" and didn't bother to stop and think that there are two Aura models nor to consider which one. But the confusion is only truly possible thanks to the incompetenc (especially considering it wasn't a one off as we've seen).
I agree that, while always remaining polite and courteous, their staff really seem to be rather clueless. I always have to rehash my complaint, even when providing them with my existing ticket number.

In addition to this, Kobo's system seems rather incompetent in it self. Due to the way their system seems to be set up, the representatives I've spoken to have had to contact other departments for something as simple as providing a tracking number. This just makes no sense to me and can only result in customer frustration, especially when the 'automated tracking info' email you are supposed to receive upon an order shipping seems to fail so often, as I've read in these forums and experienced myself.

And with multiple models sharing the same name, you encounter a trifecta of failure.

Dr. Drib, I sincerely doubt these instances of shipping the wrong devices would have happened had the new Aura been named something along the lines of the Kobo Zoro or the Kobo Booker or the Kobo Phoenix. Something completely different to truly differentiate it from the Aura HD.

Well, I believe I have learnt my lesson. If a new piece of tech is released, never buy directly from the vendor. Instead, I'll just wait the 6 to 12 months it takes for a 3rd party Australian retailer to decide to stock, and buy there, even though by that time my purchase will be most likely be a product cycle or two behind what is available in Europe and the US. But at least then I'll have some modicum of local support.
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