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I took all of your advice, TechniSol, Dr. Drib, and dakini. Basically, I contacted: Kobo on Twitter, Kobo Executive Care via email, and Michael Tamblyn via Twitter. Michael tweeted me his email address, and we had a very pleasant exchange. A short while after our conversation, I got an email from Executive Care through Kobo support that they were waiving the return shipping fee in my case, told me I didn't need to bother returning the defective device, and that they were sending me a replacement unit free of charge. They also supplied me the tracking number on request, it has already shipped.
I am extremely impressed that Michael Tamblyn personally got back to me and took care of this. That shows a level of attention to detail/personal responsibility that is quite surprising coming from someone in his position.
In his email, Michael Tamblyn alluded to device returns being one of the most difficult things to get right in this business. I suspect, although he did not say this, that this is because of Kobo's lack of physical presence in the U.S., and the costs, therefore, incurred in shipping. As I said to him, I would love nothing more than for Rakuten/Kobo to establish a strong presence in the U.S. in order to more effectively go up against the ‘deathstar’ in Seattle.
In any case, I'm extremely pleased with the outcome, as it is well beyond the call of duty, and above and beyond what other retailers, even the deathstar, have done to make things right for me.
Hopefully, the replacement reader will be flawless. Gulp.
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