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I've had experience with both. I'm mainly a Kindle user and I have a Prime account and I live in rural Arkansas and I don't have a car so I buy a lot at Amazon, both for myself and for a lot of my neighbors. Their service is amazingly good. I sometimes have to work hard to avoid taking unfair advantage of them.
I've had 2 experiences with Kobo customer service. One was very good. I reached them quickly and they resolved my issue. I forget now what that issue was but I do remember that I was happy about it.
The other time was a bit different. I wasn't able to get through to them. I tried every day, sometimes several times. Being retired I have time to spend on that sort of thing. The problem I had was an inability to place an order for a new Kobo Aura when they first became available. Their website was rejecting my account.
After two weeks of trying constantly I finally found a place to leave a message and a time I'd be home so they could call me back. They promised to call me back within two days. I got the call a few days later, I think it was 3 or 4 days. Fortunately I was in the house when they called.
Once I got the guy on the phone he was great. It took him a while to figure out a solution but he did and I felt really good about his attitude and his willingness to help. They'd just updated their website and there was some internal problem, I'm not sure what, but he finally found a way to make it work and I got my Kobo.
So my experience with Kobo service is both very bad and very good. I think the problem was one of those things that can happen and I don't feel much need to complain. But it did happen.
I've never had any problems with Amazon. They're always on the phone with me in less than a minute, usually a lot less. They do what they say they're going to do. They're attitude is great.
I think Amazon's success is more because of their customer service than any other factor.
Barry
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