Twice this week I've had ABYSMAL service from the Kobo Store CS team - and I use that word avisedly, despite the fact that even on a GOOD day Kobo's CS only dreams of aspiring to mehdiocrity. Inaccurate, contradictory and plain WRONG responses, and in one case a CS rep who terminated the conversation before I had a chance to reply to a blatantly incorrect assertion he's just made.
After two of such incidents, two days apart, it occurred to me that I had NOT received the "Kobo Customer Satisfaction Survey" email that normally arrives within minutes of a CS session. I assumed that there's a simple rule: "if the customer ain't happy, don't give 'em a chance to say so".
Within the last hour, I contacted CS again, to see if a patently absurd assertion by the second of my 2 substandard CS reps was correctable. After receiving an acceptable reply, I ended the chat by thanking the rep.
Less than 5 minutes later, at the same as the chat transcript arrived, so did the "Kobo Customer Satisfaction Survey". Clearly the CS crew are instructed ONLY to send out the survey if the customer is likely to give a positive response. Data manipulation at its most subtle, I don't think.
