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Originally Posted by John F
Aren't you comparing apples and oranges? Most of the complaints are from consumer to business (kobo) cs, while you are talking about business to business?
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More importantly, a tech/digital only company versus what is likely little bigger than a mom-and-pop crafts supply store. Even large distributors in the brick-and-mortar stores often have non-existent CS outside regular business hours and consider a several day turn-around standard.
When I had to call a food store's CS, their standard reply took a week or more (since I has having to check on allergens, long before the current allergen labeling lawsy, that was unacceptable; I wasn't going to purchase and wait a week to see if we could use it, so we switched to a different store that had that info in a database and could tell you while you were in the store, making purchase decisions).
With Kobo, email support is abysmally slow (and often seems not to read what you write). Phone support has limited hours and I seem to only get French speaking reps, which has proven to cause a pretty big language barrier issue. Often I have to just hang up and try again later. For whatever reason, people report that unofficial support via social media or forums works better than their defined support avenues.