MobileRead Forums - View Single Post - HORRIBLE Customer service and problems with Aura

Lima7 · 03-19-2017, 02:29 PM

Hello everyone,

I have had my Aura HD for two years, always treated the device with care, when one day, it decided to die.

The screen ''froze'' and now, it's only showing black lines almost like a plaid pattern. I tried the reset, factory reset, plugging in, all that stuff. Nothing worked, so I contacted the Kobo customer service.

I had to wait almost 20 minutes to speak to someone the first time. She went through all these reset procedures again with me, only to determine that my device was officially dead. She told me she would forward my e-mail to someone who would review my case and offer me something that would make me happy.

A few days later, I got an email from the warranty options department. They were offering me....... a ridiculous 20$ discount on a Kobo Glo refurbished or on a Kobo Aura 2nd generation.

I tried to answer their email, saying that it was really disappointing since the problem was coming from THEM, not me. I never dropped my device, never spilled water on it, nothing. It's a problem that is coming from their device, they should at least try to fix it...

No answer. One day, two days, three days, almost five days later, nothing. SO I try to call them again! After waiting for 1h on the phone, I still haven't had the chance to speak to someone.

I log onto the live chat. 20 minutes and more later, someone finally answers me. Saying that ''I closed your ticket because our warranty department has already answered you''. REALLY ?

I have been fighting with them for like two weeks now, and nothing moves. It seems like they just don't care about their clients. My device just breaks down like this and they're like ''well buy a new one''.

Has this happened to anyone ? I'm not even sure I want to buy another Kobo device after this whole situation.

03-19-2017, 02:29 PM	#1
Lima7 Connoisseur Posts: 88 Karma: 90986 Join Date: Jun 2014 Device: Aura	HORRIBLE Customer service and problems with Aura Hello everyone, I have had my Aura HD for two years, always treated the device with care, when one day, it decided to die. The screen ''froze'' and now, it's only showing black lines almost like a plaid pattern. I tried the reset, factory reset, plugging in, all that stuff. Nothing worked, so I contacted the Kobo customer service. I had to wait almost 20 minutes to speak to someone the first time. She went through all these reset procedures again with me, only to determine that my device was officially dead. She told me she would forward my e-mail to someone who would review my case and offer me something that would make me happy. A few days later, I got an email from the warranty options department. They were offering me....... a ridiculous 20$ discount on a Kobo Glo refurbished or on a Kobo Aura 2nd generation. I tried to answer their email, saying that it was really disappointing since the problem was coming from THEM, not me. I never dropped my device, never spilled water on it, nothing. It's a problem that is coming from their device, they should at least try to fix it... No answer. One day, two days, three days, almost five days later, nothing. SO I try to call them again! After waiting for 1h on the phone, I still haven't had the chance to speak to someone. I log onto the live chat. 20 minutes and more later, someone finally answers me. Saying that ''I closed your ticket because our warranty department has already answered you''. REALLY ? I have been fighting with them for like two weeks now, and nothing moves. It seems like they just don't care about their clients. My device just breaks down like this and they're like ''well buy a new one''. Has this happened to anyone ? I'm not even sure I want to buy another Kobo device after this whole situation.