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moorekom · 12-30-2016, 07:42 PM

Someone mentioned here before to contact them through their FB page. Thank you. This has made everything much easier on my replacement process.

I recently bought a Kobo Aura One and noticed that there was the same two tone issue in A1 just as the voyage. I was disappointed and contacted kobo. I showed them some pictures and they agreed to send a replacement (it also had a green blotch at natural light setting). The replacement has arrived after several days of follow-ups (and just being a nuisance) and I'm disappointed again. It looks very yellow and it has the two tone problem too (only much worse). No green light anymore so I guess that is an improvement.

I have contacted Kobo through FB and they promised to send another replacement and told me that $25 store credits will be provided because of this issue. Kudos to them. Although I was frustrated with their CS, contacting them through FB is the way to go. I declined the credits and asked them if they can expedite the delivery instead as the last one took about 3 weeks (Canada to US. I know it's Holiday season.. but still). They said it will ship in another 5-7 days and sent a waybill to return both the defective devices. Even through FB, they are no where near fast as Amazon (especially if you have prime), but it is a considerably better experience than their online CS.

As already mentioned here, their CS seems to be completely outsourced and, for the most part, untrained. But their fb page seems to be handled by their Canadian employees. Not only will you get accurate answers, you'll also get better treatment as compared to their CS.

12-30-2016, 07:42 PM	#82
moorekom Connoisseur Posts: 55 Karma: 2898874 Join Date: Nov 2016 Device: Kindle Scribe, Oasis 3, Kobo Aura One, Kobo Forma, Onyx Note pro.	Contact them through FB Someone mentioned here before to contact them through their FB page. Thank you. This has made everything much easier on my replacement process. I recently bought a Kobo Aura One and noticed that there was the same two tone issue in A1 just as the voyage. I was disappointed and contacted kobo. I showed them some pictures and they agreed to send a replacement (it also had a green blotch at natural light setting). The replacement has arrived after several days of follow-ups (and just being a nuisance) and I'm disappointed again. It looks very yellow and it has the two tone problem too (only much worse). No green light anymore so I guess that is an improvement. I have contacted Kobo through FB and they promised to send another replacement and told me that $25 store credits will be provided because of this issue. Kudos to them. Although I was frustrated with their CS, contacting them through FB is the way to go. I declined the credits and asked them if they can expedite the delivery instead as the last one took about 3 weeks (Canada to US. I know it's Holiday season.. but still). They said it will ship in another 5-7 days and sent a waybill to return both the defective devices. Even through FB, they are no where near fast as Amazon (especially if you have prime), but it is a considerably better experience than their online CS. As already mentioned here, their CS seems to be completely outsourced and, for the most part, untrained. But their fb page seems to be handled by their Canadian employees. Not only will you get accurate answers, you'll also get better treatment as compared to their CS.