Quote:
Originally Posted by Gadgetguy
Great companies
- send out replacements first and expect returns after (of course they will charge you if you do not return)
-> kobo wants you to return then they will replace - in a process that takes 3 + weeks during which you have no device
Great companies
- compensate you for a hassle caused if they make a mistake
-> Kobo gave me a $15 store credit (which means zero to me as I do not use their store and I have no plan to do so ever)
Great companies
- give correct details when it comes to issues like that
-> Kobo promised many things (for example a week ago they said this would be sorted in 2 days) but so far most of the promises turned out to be lies
Amazon may have an inferior product in the Oasis (and also more expensive) but at least they correctly react if there is a mess.
Kobo -> failed in a big way!!!
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Considering the world is in the middle of a pandemic that is affecting staffing, shipping times, etc., it's understandable that there might be delays or mixups, and upon further consideration, this incident sounds like a staff member just got mixed up or an item got mislabeled/erroneously shelved. I've been a Kobo user for many years, and I have never had an issue with how they've treated me as a customer, and I've never had a problem with their service.
I'd be wary of calling people liars, and I'd be hard pressed to think they "promised" a specific time frame for a reply. They've always given a ballpark in my experience (a "few" days or "2-4 days").
So, I'm not sure what you expect them to do. It sounds like they absolutely made every attempt to correct their mistake ($15 store credit when you're not even a "customer" since you don't buy from them). They don't make a huge profit on their ereaders--that comes from buying content, and they gave you free content for your trouble. Therefore, they took a hit to help correct your problem.
When you agree to do the return, you agree to the methods and expectations set by Kobo for how they handle their returns. The sending back for replacement is pretty standard. If I remember correctly, when I had to return a Nook to BN.com several years ago, they handled it the same way.
So, it sounds like Kobo absolutely:
-compensated you for the hassle
-was clear and followed their policies as outlined to you in consideration of current events
-are giving you correct details about how the returns will be handled (your other claims of "promises" are vague and I don't know what they'd "promise" you).
-your expectations of how they should handle a return to be a "great" company is moot. This is how they handle them and you agreed to that.
If I wanted to get political, Kobo pays their taxes, treats their employees fairly, and places value on their product and customers. Amazon does not pay taxes, operates on the backs of over-worked and under-paid employees, and sees people as numbers.
I'll stick with Kobo.
