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IMO Kobo desperately needs to improve their customer service. Compared to Amazon it sucks. I just received a Kobo Aura One 32 GB Limited Edition unit with not functioning wi-fi a week ago. Promptly contacted tech support and we went through the wi-fi hookup multiple times with my reading back the error message. I have 4 other Kobo readers which hooked up and registered perfectly. After contacting Kobo they sent an email asking for all my personal info which they already had from the order I placed. I filled it in and returned the email. Received two emails asking if I was satisfied and stating the ticket would be closed if no response in 10 days.
Contacted tech support again this morning, a week after the original contact. Asked me for copies of the original Kobo order response email ad the shipping email as well as a photo of the failure message screen even though I had read the screen to the tech support representative originally. I do not own a working digital camera! Feel like being given the run around. Kobo asking for info they already have on file. I was also told that a email asking for additional ifo had been sent that I never received.
Filled out a Kobo incident report and contacted a different Kobo rep. Explained my problems and she claims that she will expedite the return and replacement process. I have spent literally a couple of hours on the phone and feel like been given the run arond. Kobo makes returns a PITA compared to my Amazon experiences. Totally not competitive customer service and response time.
If Kobo wants to compete with Amazon they need to improve their customer response time and simplify the process which they make much more difficult than needed. Why do they need me to send copies to them of order emails they originally sent me in the first place and why want a screen shot of the same error message I read to their technical support representative? To me Kobo makes the return process for a defective Ereader a pain in the butt!
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