Quote:
Originally Posted by CatherineStewart
Whenever I need to contact Kobo, I always do so through their FB page Private message. They have always been very quick to respond and don't ever give me a hassle. I messaged them pics of my imperfect screen, I confirmed my order number and mailing address and within a couple days a new device was mailed out to me with a return envelope to send my old one back. I don't bother contacting them through other methods (i.e. Customer Service Chat on the website or phone) as FB messages have always been quick and painless. I also think the people who manage the FB messages are from Toronto and there has never been any language barrier with them.
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Good to know. I've never had any trouble with Kobo either, though patience is always warranted.
I usually fill out the online form, and then they give me an incidence number and a phone number to call them. I have also used the chat.
Part of the problem, as we discussed on other threads, is that they KoboBooks CS is who we are contacting, but it is Rakuten Kobo is who sells the devices, and they don't seem to have connected computer systems. Because of this, there is lag time in waiting for responses. Again, have patience.
For example, I reported a problem with my device. I was initially fed through the process rather quickly. Fill out the Form, phone call, uploading pictures was day one (and three separate interactions within 4-6 hours).
Day 2 they asked me for my address and send me a transcript of my phone conversation. I was told that I was moving on in the process. That was Saturday, and nothing since. I'm not sure if this means they are going to send me a device once one is available (since they are showing sold out now) or if they will come back and reject my claim. But, I will continue to use and enjoy my reader until then.