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Old 10-18-2016, 10:34 PM   #69
davidfor
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Posts: 24,905
Karma: 47303824
Join Date: Jul 2011
Location: Sydney, Australia
Device: Kobo:Touch,Glo, AuraH2O, GloHD,AuraONE, ClaraHD, Libra H2O; tolinoepos
Quote:
Originally Posted by sladflob View Post
Yes, JB. I'm in Perth so unfortunately a bit far from Campbelltown! My closest store has one on order but don't know when it is arriving. They said to call periodically and check as they don't do orders for specific clients (!) and can't call me. Not sure that we have an A&R in Perth anymore, and Myer can be a bit painful to deal with. So I'll sit tight and keep polling JB.
But they do do orders for people. I had a look at the demo Aura ONE in the JB HiFi near were I worked. They didn't have any in stock but did have some on order. They offered to keep one for me when they came in. And they have brought products over from other stores in the past.
Quote:
Just so that this post isn't too off-topic, it has now been FIVE days since I heard anything more from Kobo about exchanging my device. Maybe it's because I gave them a mouthful about how appalling I have been finding their customer service. It's experiences like this that make me want to return the thing and never deal with them again.
Legally, Kobo can probably ignore you. Under the Australian laws, the deal is between you and the retailer. Strictly, Kobo aren't involved and stepping in could break their contract with the retailer. Of course, they should respond even if it is just a "sorry, you need to talk to the retailer" message.

Plus, the statement above about the 30 days for exchange or refund is not correct. The consumer law give you a lot longer. The 30 days seems to be their "changed my mind" time limit if you haven't opened the product. But for a faulty product, it is longer. They outline what they do in https://www.jbhifi.com.au/Documents/...4_HR_02_v3.pdf. That says three months refund/replacement with no argument and 12 months were they want to repair the product.
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