Hi everyone.

nasale · 01-12-2011, 02:26 PM

I came here to vent. I am angry because my new Kobo was defective after two weeks. I am even MORE angry about the despicable way I was treated by the help line on phone! I no sooner got the words out of my mouth about the defect I encountered and it was suggested that I damaged it! I am NOT some wet- behind- the- ears teeny bopper without a lick of sense! I am the grandmother of 10 and a greatgrandmother as well! I have been extremely careful with my ebook as I am with most things. Has anyone else ran into this kind of treatment? I am steamed!

G0AT · 01-12-2011, 02:33 PM

My Kobo was defective out of the box (defective screen) and I was treated well and had a replacement unit in about a week. I used the online support though, not the phone support.

Pookeysgirl · 01-12-2011, 03:22 PM

I had a problem with one of their CS reps but it was more because she didn't know what she was talking about. No matter what company you call there are people that will treat you like you're the idiot. Maybe they were new? If I were you I would make a complaint. Maybe they record their calls and can tell who it was that you spoke to.

Are they at least sending you a replacement?

nasale · 01-12-2011, 04:11 PM

Yes, I am going to return it reluctantly because I no longer trust their ability to correct THEIR mistake. Yes, thankfully, it was recorded because I conducted myself properly which I can't say for the person at CS!. I haven't been treated this shabbily for a very, very long time and I won't sit still for it. I will wait and see what the end result is before I write them off completely.

robko · 01-12-2011, 06:00 PM

Poor customer service is never acceptable. From what I've seen on here you're better off to take it back to the Chapters or Borders where you purchased it (assuming that's where you got it) and they seem much easier to deal with on a screen issue and from most reports just exchange it with a smile. Seems to be a lot of screen issues lately (or maybe Kobo CS has gotten harder to deal with on this issue so more people are complaining). Makes you wonder if there isn't a bad batch of screens out there.

neilmarr · 01-13-2011, 07:00 AM

Good to have your company, Nasale, and I admire your strong stance. 'Customer Service' is too often a contradiction in terms. I agree with Robko, though, that you'd probably be better to deal with the retailer than with Kobo itself. It's easier for the store to simply replace your device with a new one and merely return the unsatisfactory unit for a full store refund from Kobo than to dispute exchange ... because it's no skin off their noses. Good luck and best wishes. Neil

taming · 01-13-2011, 08:00 AM

I know that even the best company can have a bad customer service person answering the phones from time to time. This is what I do.

I check to see if the person has opened a support ticket and get the ticket number.
I ask to speak with a supervisor-or-
I call back

My preference is to use on-line support, by email, or on the website. That gives me a ticket number and a history as my problem is dealt with--no chance of the call centre person complaining that I was rude or at fault in some other way--what happened is there in black and white if I need to go further.

For Kobo, since I am in Canada, and my Chapters-Indigo store is absolutely great, I would take my reader there if it needed to be replaced with the expectation that I would walk out with a new one. That is why I buy from the store, rather than on-line.

MikeLC · 01-14-2011, 02:09 AM

Hi there I'm sad that you had a poor experience from a Kobo rep while trying to resolve your screen issues. Did you happen to purchase this through a Chapters/Indigo store, if so please feel free to bring it in to one of our locations (box, instruction manuals, cable, kobo) and we'll be happy to replace your defective Kobo with a similar model, however if we are currently sold out of your color (black being the one most Indigos are sold out of currently) you will have to pick a different color.

Hope this helps you out

0johntheripper0 · 01-14-2011, 04:42 PM

Not to be a jerk or anything but...

What does you being a grandmother have to do with anything?

m_bisson · 01-16-2011, 11:38 AM

Quote:

Originally Posted by 0johntheripper0

Not to be a jerk or anything but...

What does you being a grandmother have to do with anything?

It denotes a level of maturity and wisdom that you seem to be lacking.

Psyke · 01-16-2011, 11:49 AM

Quote:

Originally Posted by m_bisson

It denotes a level of maturity and wisdom that you seem to be lacking.

possibly, but the op is also stereotyping; I have a 10 year old who's actually mature beyond her years and constantly surprises me with the depth of conversation we can have, albeit she does have her moments (she is a kid afterall, but I still think I'm usually more immature than she is, and I'm almost 4 times her age... *shudder*). She's definitely not the norm when it comes to kids, but I still know plenty of teens who'd be pretty insulted by being called a "wet- behind- the- ears teeny bopper without a lick of sense".

It just gets tiresome to continually see posters who try to justify their anger by putting down younger generations to make themselves look better rather than rationalizing why they are angry to begin with, which is usually justified in itself, as it is in this case.

01-12-2011, 02:26 PM	#1
nasale Junior Member Posts: 2 Karma: 10 Join Date: Jan 2011 Device: kobo	Hi everyone. I came here to vent. I am angry because my new Kobo was defective after two weeks. I am even MORE angry about the despicable way I was treated by the help line on phone! I no sooner got the words out of my mouth about the defect I encountered and it was suggested that I damaged it! I am NOT some wet- behind- the- ears teeny bopper without a lick of sense! I am the grandmother of 10 and a greatgrandmother as well! I have been extremely careful with my ebook as I am with most things. Has anyone else ran into this kind of treatment? I am steamed!

01-12-2011, 04:11 PM	#4
nasale Junior Member Posts: 2 Karma: 10 Join Date: Jan 2011 Device: kobo	Thank you for your replies. Yes, I am going to return it reluctantly because I no longer trust their ability to correct THEIR mistake. Yes, thankfully, it was recorded because I conducted myself properly which I can't say for the person at CS!. I haven't been treated this shabbily for a very, very long time and I won't sit still for it. I will wait and see what the end result is before I write them off completely.

01-13-2011, 08:00 AM	#7
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	I know that even the best company can have a bad customer service person answering the phones from time to time. This is what I do. I check to see if the person has opened a support ticket and get the ticket number. I ask to speak with a supervisor-or- I call back My preference is to use on-line support, by email, or on the website. That gives me a ticket number and a history as my problem is dealt with--no chance of the call centre person complaining that I was rude or at fault in some other way--what happened is there in black and white if I need to go further. For Kobo, since I am in Canada, and my Chapters-Indigo store is absolutely great, I would take my reader there if it needed to be replaced with the expectation that I would walk out with a new one. That is why I buy from the store, rather than on-line.

01-12-2011, 02:33 PM	#2
G0AT Addict Posts: 201 Karma: 1937857 Join Date: Nov 2010 Location: Ottawa Device: Kobo	My Kobo was defective out of the box (defective screen) and I was treated well and had a replacement unit in about a week. I used the online support though, not the phone support.

01-12-2011, 03:22 PM	#3
Pookeysgirl Wizard Posts: 1,705 Karma: 12696746 Join Date: May 2010 Device: K3, Kobo Mini	I had a problem with one of their CS reps but it was more because she didn't know what she was talking about. No matter what company you call there are people that will treat you like you're the idiot. Maybe they were new? If I were you I would make a complaint. Maybe they record their calls and can tell who it was that you spoke to. Are they at least sending you a replacement?

01-12-2011, 06:00 PM	#5
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	Poor customer service is never acceptable. From what I've seen on here you're better off to take it back to the Chapters or Borders where you purchased it (assuming that's where you got it) and they seem much easier to deal with on a screen issue and from most reports just exchange it with a smile. Seems to be a lot of screen issues lately (or maybe Kobo CS has gotten harder to deal with on this issue so more people are complaining). Makes you wonder if there isn't a bad batch of screens out there.

01-13-2011, 07:00 AM	#6
neilmarr neilmarr Posts: 7,215 Karma: 6000059 Join Date: Apr 2009 Location: Monaco-Menton, France Device: sony	Good to have your company, Nasale, and I admire your strong stance. 'Customer Service' is too often a contradiction in terms. I agree with Robko, though, that you'd probably be better to deal with the retailer than with Kobo itself. It's easier for the store to simply replace your device with a new one and merely return the unsatisfactory unit for a full store refund from Kobo than to dispute exchange ... because it's no skin off their noses. Good luck and best wishes. Neil

01-14-2011, 02:09 AM	#8
MikeLC Chapter/Indigo Employee Posts: 47 Karma: 12 Join Date: Nov 2010 Location: Toronto, Canada Device: Kobo iPhone, Kobo Wifi, Kobo Touch Ereader	Hi there I'm sad that you had a poor experience from a Kobo rep while trying to resolve your screen issues. Did you happen to purchase this through a Chapters/Indigo store, if so please feel free to bring it in to one of our locations (box, instruction manuals, cable, kobo) and we'll be happy to replace your defective Kobo with a similar model, however if we are currently sold out of your color (black being the one most Indigos are sold out of currently) you will have to pick a different color. Hope this helps you out

01-14-2011, 04:42 PM	#9
0johntheripper0 Junior Member Posts: 5 Karma: 10 Join Date: Dec 2010 Device: Kobo	Not to be a jerk or anything but... What does you being a grandmother have to do with anything?

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