Quote:
Originally Posted by disconnected
I called Chapters/Indigo before ordering (I'm in the US). I was told I could send an H2O back to them if it was defective.
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Sadly, in practice this wasn't how it worked in my case. I was told point blank that Chapters did not exchange or replace defective hardware by mail, and that my only option was to mail it to someone in Canada and have them exchange it at a B&M store for me.
Maybe I got a new or bad CS rep, but she did put me on hold repeatedly like she was checking with someone else.
I'd be glad to hear this is the case, and that if anyone else in the US has to exchange their H20 that Chapters does honor their return. I just want folks to be aware of my experience with Chapters, as I was surprised and displeased with how it was handled.
Quote:
Originally Posted by Hypernova
Do you have to pay for return shipping to Kobo? I was told by an agent before starting the process that my H2O is defective and they'll provide the return shipping package, but after they send the replacement another agent keep insisting that I'll have to pay myself.
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Yes, the return shipping cost is on me. Not ideal at all, but the address is in California, so at least it's cheaper than shipping to Canada.
This is my second hardware exchange through Kobo to the US, and both times I have had good luck with their CS agents. This time I didn't have to go through any back and forth via Chat or Email. Five minutes on the phone after maybe 2 minutes on hold was all it took. Thanks, Vanessa at Kobo!