Quote:
Originally Posted by johnnyb
Not too terrible but clearly not the best way to keep customers happy (after all, these devices are also gates to their ebook store, which means increased revenue) and also a shitty move towards the retailers carrying their products). I did then return the device for a refund...
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Sorry but why? Kobo sold their products to the retailer, the retailer has gained its share from the product it has sold to the customer and I'm pretty sure they have their return agreements with Kobo, they don't pay a faulty product double or something.
I've always assumed that it is obvious that if someone bought something from a retailer, the retailer would act as the in-between in case the customer got a faulty product. Never heard Sony or Samsung or whatever saying that they'd exchange a faulty TV, smartphone etc. bought in a store without me going to that store and sorting it out with them.
When I has issues with my Kobo Glo, the store where I had bought took it, verified it had faulty battery and gave me a new one. If the store had refused to solve the issue I would have a right to bring it up with Kobo and test their customer service quality then for sure.
Kobo may not be Amazon, but I don't think it was a fault here.