Quote:
Originally Posted by GeoffR
They won't update just because the publisher has released a new version. You have to report a fault with the book.
If there is a fault and they won't update the book, then just take the refund and buy the new version of the book. I've always been offered a refund when reporting a fault with a book.
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Well, what is considered a fault here? Retorical question. I understood the point you were making.
Kobo anwers were like "We don't consider it as a fault.", "The book is not unreadable." or "We don't think this harms the reading experience."
As a customer you'll never win this discussion and are totally left in the cold.
Kobo never offered me a refund. Or any other compensation for that matter. Not that I'm really interested in that. No, I only want Kobo to 'fix' a book and all they have to do is to update or reprocess it. This is also the most easiest and cheapest solution. And possibly, less future complains from other customers about the same book title and benfits customer loyalty "If you ask Kobo, then Kobo will update 'problematic' books."
And Kobo doesn't even have to fix every single book that, for example, still has an outdated version of "Kobo Style Sheet Hack Code". No, they only need to reprocess the books customers complain about. If it takes up to a week to reprocess a book, that's fine, I don't mind waiting as long as know a book is added to the "queue for reprocessing" and will be updated shortly.
I guess your answer is another indication that Kobo values countries differently.
Anglo-Saxon countries are probably first tier (possibly expanded by other (language) territories where Amazon is active), other countries likely are considered as second tier.
Those second countries are not offered discounts or contests(*) or receive a different quality of customer service (i.e.: offered no refunds or do not receive additional discount coupons as 'compensation' for inconveniences or these are considerably lower.).
(*) except for the "We miss you" discount coupons. Other discounts are scarse or not as generous as first tier countries. There are no localized coupons such as national holiday coupons for The Fourth of July or Canada Day. Or Cyber Monday, or other 'special' day.
There are no (localized) contests to participate in, while these are not prohibited by law.
Note: this post is not meant to be rant or such. Only to point out what is currently wrong, missing or different and how it can be solved or prevented from happening.