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Originally Posted by hermano
I have been in discussions with Kobo last few days about my Forma which developed a fault. Single vertical and single horizontal line visible when refreshing page.
Similar fault has been widely reported on this and other forums where consensus seems it is caused by loose cable to the screen. I can categorically say mine was never dropped or suffered any other trauma.
Kobo customer service have been very unsupportive. They refuse to even take a look at it. I do not want a replacement but if a simple fix is possible then that is what I was asking for.....but they claim they have no authorised repair facilities.
I do not have the tools, dexterity or skill to open it up and try myself (others have successfully).
This has put me off buying Kobo in future ( this is my second Kobo). Although I prefer their software etc the lack of support when things go wrong means I will have to look elsewhere.
I find it hard to understand why they do not offer repair services?
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I’ve contacted Kobo CS quite a bit. I’ve had an unusual amount of glitchy problems over the years from missing purchases to model specific database corruptions. The CS experience is dependent on the competency of the employee you receive. Most of my experiences with Kobo have been positive, but quite a few were user hostile with CS reps who made the situation worse than it needed to be. So I feel for you. CS support *anywhere* is a crapshoot. Kobo isn’t unique in this.
But I don’t have that problem anymore. A few years back I changed my approach, especially with Kobo. When I encounter a pedantic, PEBCAK-minded darling, I hang up and call back. It’s worth the wait to get another agent.
That being said, Kobo doesn’t do repairs. When your device is covered under warranty, and the CS agents can’t fix your issue, back up your device and push for a replacement. That’s it. As other have mentioned, the newer models now have Kobo authorized repair pages on iFixit, but there are a lot of YouTube videos out there to help you repair your older device. It may be new to you, but it’s an older model built with the old disposable product mentality.
But if it’s under warranty, push for a replacement!