[darryl]

I recently had my H2O replaced due to a broken screen. The device was kept in the original Kobo cover I purchased with it and was treated very gently. So far as I am aware it was never dropped or treated roughly. Kobo Customer Care are, by default, appalling. From what I can see their default response is to exchange a number of emails with different trouble-shooting instructions, then ask for a picture of the screen and finally deny it is covered by warranty. I think this is usually accepted by most people, many of whom no doubt can't be bothered. However, if you do persist, the service is much better after that. They do listen and sometimes will agree to replace the device. I do have sympathy for their position. I have no doubt that many people do try to claim under warranty when they have dropped or mistreated the device. In my own case, this did not happen, at least not to my knowledge, and I was concerned that the screen seemed to have failed under normal use. However, since there have been few other complaints, objectively I cannot rule out that something I did may have caused the failure. Kobo was good enough to give me the benefit of the doubt in my circumstances, and I in turn extend them the same courtesy. I do not believe there is a general problem with the H2O. It is a beautiful device. I am a little worried by the fact that the screen appears to have become damaged during normal use, but the lack of a large number of complaints seems to suggest that either I was unlucky or that I unknowingly stressed my H2O beyond its tolerances.

I have a number of Kindle's, none of which have suffered from screen damage. I do fear that the Kobo may be a bit more delicate than a Kindle, and note some comments from these forums about the device "flexing". I will not only be keeping the new H2O in its cover, but will also try to be alert to flexing. I may even consider acquiring a case which keeps the device more rigid than the Kobo cover.

I love the H2O. It is a fantastic device. I do not think there are general problems with the design or build standard, but I do think we all need to bear in mind the need to treat it gently and I think avoid not only dropping it but so far as possible flexing it and of course leaving it in the sun. Keep it in a rigid case, and treat it with care. If you do drop or mistreat it, please don't try to claim under warranty. And if the screen is damaged and you are really convinced you have not caused it, persevere with Customer Care. And finally, if you do have screen problems not caused by you, please do post your experience on these forums. As I said, I do not believe there is a general problem but am not now quite as ready to dismiss complaints such as those in this thread completely.