Quote:
Originally Posted by John F
Nope.
He had to wait 20 minutes to speak to someone the first time.
Than had to wait a couple of days for someone to reply by email.
Than attempted to contact them by email: no response after 4 days.
Contacted them again and had to wait 20 minutes.
Sounds like rather poor customer service to me.
The OP expectations may be unrealistic to some, but that doesn't justify poor customer service.
IMO.
|
If they are busy, 20min is not that bad. I've had worse than 20min. That's not all that unusual. I don't think the time for a replay was too long. A reply was given and the case closed. The device is out of warranty and the OP broke the screen. So there is no reason why after the email response that the case would not be closed. The OP then got upset even ore from there. That's not horrible customer service. That's the OP getting pissed for what he perceived as something that was Kobo's fault when it wasn't at all. Given that this is the OP's opinion, the topic does not state that at all. That makes the topic incorrect and misleading. It's not fact because the customer services was not horrible.
What I would have done is checked if the Reader was still in warranty and if not, contacted Kobo to ask what they could do. Yes, I might have been upset that the Reader broke, but no way I would have blamed Kobo for something I did. The OP didn't have horrible CS. Once the offer was made, the case was closed and the OP waiting for Kobo to contact him about this wasn't a problem with Kobo. It was a problem with the OP thinking that what Kobo offered was unreasonable. The only thing I would have done differently is after I got the offer, I would have contacted Kobo asking if the $20 could have been applied to an H2O. But there is no way I would have said CS was horrible.
Sorry, but I disagree with your assessment and I do think the OP went overboard.