Quote:
Originally Posted by robko
Stories like Crich70's and others are a nightmare and should never happen. But the reality is that in the vast majority of cases purchases are fine and problem free. It's like broken screens: if you went on perception of how often they happen based on how much they are talked about on here rather than a rational thought of how often they occur you'd never buy any e-reader. Do they happen? For sure, just like billing screw-ups happen. Just not very often.
And Kobo doesn't help the perception of the number of their screw-ups when they happen because they aren't the fastest or easiest about getting things straightened out which means they get lots of talk.
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And that's the problem. All companies have screw-ups. An employee having a bad day, technical problems, defective products, it all happens.
All companies have problems.
The test of a company's character is how they respond. Kobo responds . . . poorly, and slowly. The lesson I get from this thread is that they are so inept at handling their customer's money that they cannot tell if they got paid or not, cannot pull up financial records based on an account user name, and see if, or how many times, they got paid. That is simply unacceptable. That's the sort of thing that gets them in trouble with the authorities if they ever get audited. Or they're just making it difficult on purpose.
Either way, I'm inclined to go back to paper books before doing business with them (since I have stronger, though different objections, to Amazon's ebook walled garden, and there may soon be very few other alternatives left).