Quote:
Originally Posted by hermano
Hi folks,
Has anyone had dealings with Kobo customer services? I contacted them 3 weeks ago as my Forma was not working properly (page not refreshing, this lots of artifacts from previous pages overlapping).
Went through all options regarding back to factory settings, installing via WiFi and app etc etc....after about 2 hours they agreed fault and said they would replace under warranty (with a refurbished unit). I was told I would receive tracking information regards replacement.
Since then, nothing. I contacted them last week, they apologized and said they would "escalate this". Still nothing.
Just called them again. They said that they can see all previous communications but did not know why nothing sent out yet.... again they promised to "escalate".
Is this normal for Kobo customer services? I find it appalling. I am now having to go on holiday without an ereader....and who knows if and when a replacement will appear.
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I have had almost the same thing (faulty Libra 2 for freezing, etc). Well within warranty. Said that they would replace followed by a flurry of communications. Emailed me a shipping label and RMA form and then........silence??? Now I don't know if I should send the faulty unit back because I may wind up with nothing. Seems like a chicken/egg kind of thing since their communications do not say I must send old unit back before they send replacement. Actually they imply the reverse.
Just shitty customer service but I have decided to escalate a bit. Informed the Florida State consumer fraud department of the case and may decide on further measures. Their behavior is deceptive - they received my defective unit and then also dead silence. They actually went as far as to tell me that the tracking number for the returned item was the tracking number for their supposed shipment of the new replacement! You'd think that Kobo should be embarassed.