Quote:
Originally Posted by JustinC
If you mean the "Contact Kobo Customer Care" links then that was an hour of my life I'll never get back!
I gave a full explanation of the problem (with photos) on the initial form. When I got through to the support agent they'd apparently lost that information so I had to provide it all again to the support agent who then spent fifteen or so minutes digesting it all (or maybe they were just making a cup of tea!) before they launched into the "lets try resetting the device" script. I explained that I'd done this many times, installed the 3.x firmware which didn't have the issue, then when I updated to the 4.x firmware the issue came back so it likely wasn't a device fault.
Nope, they wouldn't have it. Because I wasn't able to go through the whole exercise "just one more time because maybe it'll work this time when all the other times have failed" then they wouldn't progress it any further.
When I got the transcript email the fault had been logged as a "Defective screen".
Unless anyone has any other roads into Kobo support or development teams then I'm going to call it a day on this for now.
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Ouch.
Did they at any time ask for a photo of the screen? That would demonstrate it is not a defective screen.
The only other suggestions I have are Kobo's facebook or twitter accounts. People have reported success with when going one of these more public routes. Though I think that has mainly been for actual hardware issues where a replacement was the desired outcome.
As PeterT said, the problem has been reported via the beta list. I see the problem with my Touch as well, so it has been reported before. Now we'll see if a public report has a difference. And a thought, did you get a problem id of some sort? Maybe if we add that in the report it will help. That way the developers can point to a problem report in their systems to better justify fixing it. PM me the number if you want to try.