Quote:
Originally Posted by robilarocn
Kobo customer service is the worst customer service I have ever encountered... ever.
My daughter's kobo died while under warranty (For no reason we could determine) and it took me almost 7 weeks to get a replacement....
I could write two pages on the trek it took to get them to warranty replace a 3 month old device bought at chapters (a partner of kobo's).
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Kobo's customer support can be a nightmare. 1) They don't speak English well. 2) It takes a superhuman effort to get them to stop reading from the FAQs when your problem is outside the norm. This is exacerbated by point #1. 3) Returned units are actually sent back to Canada. The tracking ID stops back East (NY, I think), but then the device crawls its way over the border to Canada. 4) Your ticket's update page is often out of date.
However, once you understand that English isn't their native tongue, and that they are required to assume user error first, you can hurry them through their script. Most of the phone reps are friendly. Jump through the hoops. Be patient.
Still, when my KA1 LE arrived at Christmas with a night mode that was FAR too red (My other KA1 is more green), I opted to just live with it instead of banging my head against their glacier-like return process. I *definitely* am looking forward to Walmarts selling Kobos. The return process will be so much easier. I hope Kobo is ready for it. :>