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 a love/hate relationship with Kobo CS here in the States. I *generally* have nothing but negative experiences with the online chat, and *generally* nothing but positive experiences with telephone support. Overall, however, I feel Kobo does a good job and ultimately backs their products. Sometimes I have to work hard for results, though. By that I mean that you have to make a pain of yourself with constant follow-ups. Also, they are 🇸*🇱*🇴*🇼*. Be patient. It can take weeks to get things moving along. Also, I suspect they use pack mules to transport their products from Canada to Utah via New York, but I have no evidence to prove that.
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