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bvz · 08-12-2014, 10:42 PM

Ok, I have scoured the web for a phone number for these guys and I managed to find one on this thread:

https://www.mobileread.com/forums/arc.../t-202196.html

I tried a number of them and this one actually got me talking to a person:

1-800-368-5390

Clearly they don't want you calling, and yet they actually have a working customer help line. What gives?

At any rate, the customer service rep there manage to tell me that the books I purchased are not compatible with my Sony (even though their website says it is compatible with ereaders). They say they will refund me my money.

Edit:

Ok, so I just got an email from Kobo Customer Care and it is kind of revealing. First, they embed that same phone number in there so now I can call them directly. More importantly, it contained the contents of the second of my attempts to contact them online. So apparently they DID get my question, I just didn't get any sort of auto-reply like I did with my original attempt at contacting them a month ago. It is still within the 60 hours for this second attempt at contacting them so I guess they are still, technically, in the clear as far as their internal policies are concerned.

Once I called I was talking to a representative almost immediately and they were able to help me (well, tell me that they couldn't help me, just refund my money) immediately as well. I guess that is why they keep the phone number a closely guarded secret. Their customer service reps are not completely swamped like any other big company's support line would have been. So, I guess that works to my favor now that I have the phone number. Doesn't help any other poor schlepp who has an issue (unless they stumble onto this thread)

My recommendation is that if you have reason to contact Kobo, don't bother with the email support as it is impossibly slow (and, so far, not that helpful). Instead use the phone number above.

08-12-2014, 10:42 PM	#34
bvz Member Posts: 14 Karma: 278 Join Date: Jul 2014 Device: sony prs-t1	Ok, I have scoured the web for a phone number for these guys and I managed to find one on this thread: https://www.mobileread.com/forums/arc.../t-202196.html I tried a number of them and this one actually got me talking to a person: 1-800-368-5390 Clearly they don't want you calling, and yet they actually have a working customer help line. What gives? At any rate, the customer service rep there manage to tell me that the books I purchased are not compatible with my Sony (even though their website says it is compatible with ereaders). They say they will refund me my money. Edit: Ok, so I just got an email from Kobo Customer Care and it is kind of revealing. First, they embed that same phone number in there so now I can call them directly. More importantly, it contained the contents of the second of my attempts to contact them online. So apparently they DID get my question, I just didn't get any sort of auto-reply like I did with my original attempt at contacting them a month ago. It is still within the 60 hours for this second attempt at contacting them so I guess they are still, technically, in the clear as far as their internal policies are concerned. Once I called I was talking to a representative almost immediately and they were able to help me (well, tell me that they couldn't help me, just refund my money) immediately as well. I guess that is why they keep the phone number a closely guarded secret. Their customer service reps are not completely swamped like any other big company's support line would have been. So, I guess that works to my favor now that I have the phone number. Doesn't help any other poor schlepp who has an issue (unless they stumble onto this thread) My recommendation is that if you have reason to contact Kobo, don't bother with the email support as it is impossibly slow (and, so far, not that helpful). Instead use the phone number above. Last edited by bvz; 08-12-2014 at 10:54 PM. Reason: Additional Info via emal