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And my latest chat with the laughably named 'customer care'. I also posted a copy on their FB page. This is now way beyond a joke:
Kobo - your service is atrocious. How it takes so long to ship a replacement device for the faulty one you sent me, I will never know. How you then manage to ship the WRONG device as a replacement, I will, once again, never know. How you ship that WRONG device to the WRONG address after I have been chasing you up, having been in constant contact with your ‘Customer Care’ for the last 2 weeks solid, again, I will never know. I am expecting a call from a supervisor at 3AM my local time, in roughly 1hr 40minutes. If no call is received, if this matter is not resolved within 24 hours, I’m going to be rather mad.
Garrett: Hi, my name is Garrett. How may I help you?
Tyrone: Hi. Please take a moment to familiarise yourself with the existing ticket. it gets rather complex
Garrett: Hi Tyrone. Okay.
Garrett: Do you mind holding for a moment while I research that issue?
Tyrone: Sure. No problem
Garrett: Thank you.
Garrett: Thank you for holding. Tyrone is that you haven't receive your replacement Kobo Aura as yet?
Tyrone: If the notes are clear, you will see that I was shipped a replacement Aura HD by mistake. I was supposed to receive an Aura 6". Is that part clear?
Garrett: My apology. Kobo Aura New*
Tyrone: Okay. I was advised to refuse delivery of the Kobo Aura HD and then the CORRECT Aura would ship. Is that clear in the notes, please?
Garrett: That is correct.
Garrett: Once you receive the Kobo Aura HD you can return it
File attachment upload has started.
The file Delivery exception.pdf (221.68KB) was received.
Tyrone: Okay. After chasing you guys for a tracking number for the Aura HD delivery for quite a while so I could arrange for someone to be home to refuse delivery, delivery was scheduled for today. I was home ALL day. No one from FedEx arrived. I have attached a copy of their delivery report for you to look at. Please check it
File attachment upload has started.
The file Consignment Note.pdf (61.37KB) was received.
Tyrone: I contacted FedEx and obtained a copy of the consignment note. I have attached that too. Please look at it.
Tyrone: Please check the delivery address on the consignment note against the address you have on file for me.
Tyrone: And then please understand my total and utter frustration with this whole process and your company
Garrett: Okay.
Garrett: Alright, just one moment while I look into your inquiry.
Tyrone: I have contacted FedEx and they are shipping the Aura HD back to Hing Kong. I have attached an email from them confirming this.
File attachment upload has started.
The file FedEx Email.pdf (110.29KB) was received.
Garrett: Okay.
Tyrone: Now - I am extremely frustrated.
Garrett: I can understand your frustration. Alright, just one moment while I look into your inquiry.
Tyrone: At the end of this chat, I want one of two options to be taken by your company. I either want a complete refund. Or I want a New Kobo Aura 6" sent to me, complete with tracking info - SENT TO THE CORRECT ADDRESS - within 24 hours
Garrett: Okay.
Tyrone: If you need to escalate this to the Executive Level - if that exists - as per the previous consultant, John H - then do so. But I want this resolved within the next 24 hours. I do not think I am being unreasonable. You have all been very polite, but I have been too, and there have been no results what so ever. After talking to your reps for all this time, how is it that it was sent to the incorrect address? I do not understand in the least.
Garrett: Thank you so much for your patience. I apologize for the long wait. It’s taking a little longer than expected to locate the information. Do you mind waiting for another minute?
Tyrone: I am happy to wait
Garrett: Thank you.
Garrett: Thank you for holding. Tyrone once again I apologize for the inconvenience cause. I will re escalate this issue and place an urgency on the matter for you.
Tyrone: I have heard all this before. I would like some guarantees. I would like a solution and I do not understand, after all this time, why it is so difficult. Is a supervisor available. I'm rather sick of hearing this over and over and over again.
Garrett: Okay.
Garrett: Unfortunately there is no supervisor available at the moment.
Tyrone: That's okay - I'll wait
Garrett: Tyrone may I have a contact number for you please?
Tyrone: My contact number is **********.
Garrett: Thank you.
Garrett: I will have my supervisor contact you shortly.
Tyrone: May I have a time frame please. It is 12.02 am here in Sydney Australia. I have had to stay up late to chat with you guys as none of my emails were replied to
Garrett: Someone will contact you at 3.
Tyrone: So, to be clear, someone will contact me in 3 hours time? Is this correct? That will be 3am my time?
Garrett: Correct.
Tyrone: okay. Garrett, thank you for your help. I look forward to talking to a representative at 3am.
Garrett: You are welcome.
Garrett: Is there anything else I can help you with today?
Tyrone: No - that was all. I am going to disconnect now. You have a nice day.
Garrett: Thanks again for contacting Kobo Customer Care.
You have disconnected.
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