Quote:
Originally Posted by DentalCommander
My Kobo Aura e-ink screen broke in the first month while in my pocket (no trauma), and the company will not help. Although the software was okay, the hardware and policies are not.
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Please note that eInk screens as used in most ereaders use very thin glass and are susceptible to cracking from twisting such as might occur when you have it in your pant's pocket and bend over to pick something up or pressure from bumping into a corner -- torque and pressure are not friends of an eInk screen. In the case of the Aura, the upper layer for the capacitive touch screen may not show any damage.
A protective outer case would help mostly by making harder to stuff the ereader into a pocket.
I also note that you posted that you "happened to be in Canada when this happened" and Chapters stated that Kobo did not fix screen anymore. Please note that Kobo has not been part of Chapers/Indigo since Chapters interest in Kobo was sold to Rakuten 3 years ago. IMNSHO, a random Chapters employee is not an authoritative source of information.
Perhaps I am reading more into what you posted that you meant, but that post seems to indicate that you did not purchase the Aura from Chapters or even in Canada. Perhaps you should have checked with whomever you purchased the Aura from as to what type of warranty service you might expect from them. Or even a polite email to Kobo customer service to find out what they could do about your situation. There have been several occasions where they have agreed that the screen damage occurred "under normal consumer use" and was covered under their limited warranty.
You can check the terms of the warranty for the countries where Kobo ereaders are sold from Kobo's website under their support documents. The limited warranty also spells out the procedure for obtaining a RMA, etc.
The terms do vary from country to country and even inside a country -- compare the warranty inside Quebec to that applying elsewhere in Canada as an example.
Good luck,
David