Quote:
Originally Posted by DNSB
When I purchased The Compleat Traveller in Black by John Brunner and it turned out to be the incomplete version without the last Traveller in Black story, it took about 5 minutes on the phone. Explained the issue to the CS rep, gave him the book's information (title, ISBN, etc.) along with my email address. About 20 minutes later, got an email that the issue was confirmed and I would be issued a refund.
I had a similar issue with an ebook from Amazon where the website showed the book contained the last novel in the series plus an extra story set in the same universe while the copy I received lacked the extra. The book was purchased from Amazon.com back when Canadians were allowed to purchase ebooks from that site and the CS rep was not happy having to deal with an international order and wanted to refer me to Amazon.ca's customer service. After 10 minutes, I was bumped up the ladder. After another 30 minutes, I finally got the refund I was asking for. Thank ghod for speakerphones so I could keep busy with other stuff while waiting.
I've found all too often that the CS experience depends on the rep you talk to. Some are good, some are bad and some should be taken out back and fed to the alligators.
OTOH, compared to B&N and Fictionwise, Amazon's moving their Canadian customers to Amazon.ca was painful but at least most of your ebooks made the transfer. Unlike B&N who informed all their Fictionwise customers outside the US and UK, that they were not able to create a B&N account so download now or wave goodbye to your ebooks.
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I seem to have consistant bad service with Kobo CS. The tipping point for me: when I purchased an H20, I received a coupon (% off a book), and CS couldn't get it working. They had me jumping through hoops trying to get it to work, they couldn't get it working, and I didn't receive a replacement coupon. I've given up on Kobo CS.
Where as with Amazon, I almost always get good CS.