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JeffD · 12-03-2010, 11:45 AM

I just saw the Kobo CS Is horrible thread (https://www.mobileread.com/forums/sho...d.php?t=109250) and thought I should post my own experience as a sort of counterpoint.

My (original) Kobo had developed a screen issue where the bottom half of the screen was locked displaying the cover of the last book I had read and the top half of the screen was actually offset by half a screen length (so what should be the bottom was displayed in the middle of the screen, you can see for yourself here --> http://imgur.com/e6EIu).

I sent an email off to Kobo support with an explanation and pictures showing the issue last Friday night and received a reply the next day asking me for shipping information (which I replied with on Sunday).

The return package came Tuesday but no one was home so Wednesday I went to Purolater on my lunch, picked up the return package and popped my reader in it to send back that day. The new reader arrived two days later on Friday morning (which was about an hour before this post time).

I couldn't be happier with the experience. The Kobo reps were faster than I had expected in replying to my emails especially considering all correspondence was on Friday night or the weekend and all shipping seemed to be next day when my usual experience with warranty returns had lead me to expect a week or more per hop.

tl;dr

Kobo broke, I originally contacted support on a Friday night, received a return package Tuesday, sent it back Wednesday and received my new reader Friday. I'm very satisfied with the service, all shipping seemed to be next day.

12-03-2010, 11:45 AM	#1
JeffD Junior Member Posts: 2 Karma: 10 Join Date: Jul 2010 Device: Kobo	Kobo Support (Good Experience) I just saw the Kobo CS Is horrible thread (https://www.mobileread.com/forums/sho...d.php?t=109250) and thought I should post my own experience as a sort of counterpoint. My (original) Kobo had developed a screen issue where the bottom half of the screen was locked displaying the cover of the last book I had read and the top half of the screen was actually offset by half a screen length (so what should be the bottom was displayed in the middle of the screen, you can see for yourself here --> http://imgur.com/e6EIu). I sent an email off to Kobo support with an explanation and pictures showing the issue last Friday night and received a reply the next day asking me for shipping information (which I replied with on Sunday). The return package came Tuesday but no one was home so Wednesday I went to Purolater on my lunch, picked up the return package and popped my reader in it to send back that day. The new reader arrived two days later on Friday morning (which was about an hour before this post time). I couldn't be happier with the experience. The Kobo reps were faster than I had expected in replying to my emails especially considering all correspondence was on Friday night or the weekend and all shipping seemed to be next day when my usual experience with warranty returns had lead me to expect a week or more per hop. tl;dr Kobo broke, I originally contacted support on a Friday night, received a return package Tuesday, sent it back Wednesday and received my new reader Friday. I'm very satisfied with the service, all shipping seemed to be next day.