What to do with a broken Kobo screen

h.k. · 01-12-2011, 04:52 PM

The screen broke on my Kobo about two months after I purchased it. The store told me that that it looks like it was physically damaged, (and not innately defective). Maybe I wasn't careful enough.

I was informed by support that if Kobo replaced the screen, the cost would be about $120 ($60 for the screen, the labor ($40), and the shipping).

I'm wondering if I have any other options. Does anyone out there replace broken screens with used (working) screen, for a less expensive experience?

Is there anything else I can do with this Kobo, except use it as pathetic memory stick?

Thanks
hk

sabredog · 01-12-2011, 09:26 PM

If you are sure that you did not damage the screen physically and it simply died, then pursue the matter again. Most dead screen Kobo's appear to have been replaced by the store it was purchased from.

stodge · 01-12-2011, 09:46 PM

At that price you may as well buy a new Kobo. If you decide not to pursue the damage...

MikeLC · 01-12-2011, 10:19 PM

some kobos have broken connections on the screen which are behind the screen itself, if you didn't physically damage the screen a Chapters/Indigo store can exchange you a Kobo device (if it's an original Kobo then you may have to pay the difference for upgrading to the wifi version which is around 50 dollars)

of course this is all to the discretion of the store manager so you'll have to try your luck there

I can't tell you if the screen was defective or if it was actually broken without seeing the device or a picture of it.

h.k. · 01-13-2011, 09:36 AM

I wish it wasn't broken, but part of the screen is fine and part of the screen is washed out.
I kept the e-reader in its case in a knapsack, together with: a laptop, a mouse, a power cord, some sprial note books, a pencil case and the prime suspect - one of those laptop locks. If only I had kept it in my linen closet ....
Here's a screen shot of the screen anyway:

I hope others will be more careful.

robko · 01-13-2011, 09:46 AM

I have no particular facts to base this on, but to me that looks like a manufacturing issue than physically broken issue. From what I've read of the physical damage issue that's when the glass substrate of the screen gets cracked. I don't think you could break it that cleanly. That looks like loose/defective connections mentioned above in my unexpert opinion. I'd be taking it back to where you got it or taking another run at Kobo CS to get it replaced.

3d0g · 01-13-2011, 12:51 PM

100% agree with robko. That's not a broken screen - that's a defect. Take it to the store and talk to the manager or open a warranty case with kobo directly.

The Terminator · 01-13-2011, 12:58 PM

Yes thats not damaged thats defective

pholy · 01-13-2011, 03:29 PM

As the others have said, that looks like the connector has failed. Both the borders of the defect area look to be straight across the screen, matching the X-direction of the display matrix. All the pictures of broken screens I have seen are much more irregular. If the store manager won't cooperate, I would escalate it to the Kobo Support area that Taming has mentioned.

taming · 01-13-2011, 07:03 PM

I think it is helpful to have a support ticket when you decide to go to the getsupport.com/kobo board. I think what I would do is open a support ticket on help.kobobooks.com (it's called opening a request). Attach the pictures, since you have them. You can also do the same thing (do one or the other--not both) by sending an email to help@kobobooks.com. The automated response will include the support ticket number.

See if you get the response you are looking for from this. If the interaction seems to bog down, or you don't get a response, then go to http://getsatisfaction.com/kobo and reference the support ticket you opened.

The deal (from my POV) is that the first level of support by mail, phone, and through the website is actually their contracted support with NuComm. Sometimes they are all you need, sometimes not. getsupport.com is staffed by Kobo employees. They sometimes have the ability to go further/faster than the NuComm folks can (or have) gone.

pholy · 01-13-2011, 08:55 PM

Thanks for that explanation, Taming. Can we c&p that into the FAQ sticky thread?

MikeLC · 01-14-2011, 02:03 AM

from the looks of that picture it looks to be a broken connection on the Kobo which happens if the connectors were loose or came off (similar to when you get dead pixals on a phone or television)

you can contact kobo at 1866-204-4714 if you are in Canada or US between 8am-12am Monday - Friday

Notify Kobo that you have a defective kobo screen and wish to have it replaced, I would do this all through the phone simply because it takes quite some time to get answers through an email.

Also there are Kobo employees that post here from time to time so I would recommend sending them a Private Message discribing your issue and sending them your pictures as proof.

If your kobo is an original Kobo you will only beable to get this resolved through Kobo if it's a wifi Kobo, Chapters/Indigo can exchange the defective Kobo (if your have a certain color and we are sold out you will have to pick another color).

taming · 01-14-2011, 06:46 AM

Quote:

Originally Posted by MikeLC

Notify Kobo that you have a defective kobo screen and wish to have it replaced, I would do this all through the phone simply because it takes quite some time to get answers through an email.

I admit it, I do not like using phone support--especially when the fact that the reader is defective (rather than broken) is clear only by looking at the picture. More then that, although doing things via email or the website can take longer, there is a written record of exactly what was said and done. No "he said, she said" conflicts in the future.

That being said, for many things a phone call can solve the problem straightaway AND a ticket can be opened for the issue brought to kobo by phone that cannot be immediately resolved. It is important for the person to ask for the ticket number, and follow up using that number. I believe that once a ticket is open, it should show up in the appropriate tab in help.kobobooks.com no matter how the process began--but I may be wrong about that. A phone support user would need to chime in here to know for sure.

taming · 01-14-2011, 06:57 AM

Quote:

Originally Posted by pholy

Thanks for that explanation, Taming. Can we c&p that into the FAQ sticky thread?

It's just my opinion, so I am not sure it is FAQ worthy.

h.k. · 01-14-2011, 09:48 AM

Thank you all for your useful and helpful comments. I've already made a donation to a worthy charitable organization as my penitence, and was moving on; but after reading the replies I have decided to follow the Kobo support route. I have a ticket number and the next step is to send it back to them (Nucomm), for their evaluation. If it is really damaged/broken, it will only cost me the return shipping charge ($10-$15). And if is' actually defective then I will owe you all a big thank you. (I guess it's also possible that it is defective and broken, then I'll have to prove that I broke one that was already defective, but I'll worry about that if I get there)
hk

01-12-2011, 04:52 PM	#1
h.k. Junior Member Posts: 6 Karma: 474 Join Date: Dec 2010 Device: Kobo	What to do with a broken Kobo screen The screen broke on my Kobo about two months after I purchased it. The store told me that that it looks like it was physically damaged, (and not innately defective). Maybe I wasn't careful enough. I was informed by support that if Kobo replaced the screen, the cost would be about $120 ($60 for the screen, the labor ($40), and the shipping). I'm wondering if I have any other options. Does anyone out there replace broken screens with used (working) screen, for a less expensive experience? Is there anything else I can do with this Kobo, except use it as pathetic memory stick? Thanks hk

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01-12-2011, 09:26 PM	#2
sabredog Geographically Restricted Posts: 2,629 Karma: 14933353 Join Date: Dec 2008 Location: Perth, Australia Device: Sony PRS-T3, Kindle Voyage, iPad Air2, Nexus7v2	If you are sure that you did not damage the screen physically and it simply died, then pursue the matter again. Most dead screen Kobo's appear to have been replaced by the store it was purchased from.

01-12-2011, 09:46 PM	#3
stodge Groupie Posts: 155 Karma: 1008328 Join Date: Oct 2010 Device: Sony PRS-650SC	At that price you may as well buy a new Kobo. If you decide not to pursue the damage...

01-12-2011, 10:19 PM	#4
MikeLC Chapter/Indigo Employee Posts: 47 Karma: 12 Join Date: Nov 2010 Location: Toronto, Canada Device: Kobo iPhone, Kobo Wifi, Kobo Touch Ereader	some kobos have broken connections on the screen which are behind the screen itself, if you didn't physically damage the screen a Chapters/Indigo store can exchange you a Kobo device (if it's an original Kobo then you may have to pay the difference for upgrading to the wifi version which is around 50 dollars) of course this is all to the discretion of the store manager so you'll have to try your luck there I can't tell you if the screen was defective or if it was actually broken without seeing the device or a picture of it.

01-13-2011, 09:36 AM	#5
h.k. Junior Member Posts: 6 Karma: 474 Join Date: Dec 2010 Device: Kobo	I wish it wasn't broken, but part of the screen is fine and part of the screen is washed out. I kept the e-reader in its case in a knapsack, together with: a laptop, a mouse, a power cord, some sprial note books, a pencil case and the prime suspect - one of those laptop locks. If only I had kept it in my linen closet .... Here's a screen shot of the screen anyway: I hope others will be more careful.

01-13-2011, 09:46 AM	#6
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	I have no particular facts to base this on, but to me that looks like a manufacturing issue than physically broken issue. From what I've read of the physical damage issue that's when the glass substrate of the screen gets cracked. I don't think you could break it that cleanly. That looks like loose/defective connections mentioned above in my unexpert opinion. I'd be taking it back to where you got it or taking another run at Kobo CS to get it replaced.

01-13-2011, 12:51 PM	#7
3d0g I make fjords. Posts: 304 Karma: 11192 Join Date: Jul 2010 Location: Colorado Device: kobo 1 (retired), kobo 2, iPad, G2, Galaxy Tab 7+	100% agree with robko. That's not a broken screen - that's a defect. Take it to the store and talk to the manager or open a warranty case with kobo directly.

01-13-2011, 12:58 PM	#8
The Terminator Retired Posts: 2,552 Karma: 37638420 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	Yes thats not damaged thats defective

01-13-2011, 03:29 PM	#9
pholy Booklegger Posts: 1,801 Karma: 7999816 Join Date: Jun 2009 Location: Toronto, Ontario, Canada Device: BeBook(1 & 2010), PEZ, PRS-505, Kobo BT, PRS-T1, Playbook, Kobo Touch	As the others have said, that looks like the connector has failed. Both the borders of the defect area look to be straight across the screen, matching the X-direction of the display matrix. All the pictures of broken screens I have seen are much more irregular. If the store manager won't cooperate, I would escalate it to the Kobo Support area that Taming has mentioned.

01-13-2011, 07:03 PM	#10
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 think it is helpful to have a support ticket when you decide to go to the getsupport.com/kobo board. I think what I would do is open a support ticket on help.kobobooks.com (it's called opening a request). Attach the pictures, since you have them. You can also do the same thing (do one or the other--not both) by sending an email to help@kobobooks.com. The automated response will include the support ticket number. See if you get the response you are looking for from this. If the interaction seems to bog down, or you don't get a response, then go to http://getsatisfaction.com/kobo and reference the support ticket you opened. The deal (from my POV) is that the first level of support by mail, phone, and through the website is actually their contracted support with NuComm. Sometimes they are all you need, sometimes not. getsupport.com is staffed by Kobo employees. They sometimes have the ability to go further/faster than the NuComm folks can (or have) gone.

01-13-2011, 08:55 PM	#11
pholy Booklegger Posts: 1,801 Karma: 7999816 Join Date: Jun 2009 Location: Toronto, Ontario, Canada Device: BeBook(1 & 2010), PEZ, PRS-505, Kobo BT, PRS-T1, Playbook, Kobo Touch	Thanks for that explanation, Taming. Can we c&p that into the FAQ sticky thread?

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01-14-2011, 02:03 AM	#12
MikeLC Chapter/Indigo Employee Posts: 47 Karma: 12 Join Date: Nov 2010 Location: Toronto, Canada Device: Kobo iPhone, Kobo Wifi, Kobo Touch Ereader	from the looks of that picture it looks to be a broken connection on the Kobo which happens if the connectors were loose or came off (similar to when you get dead pixals on a phone or television) you can contact kobo at 1866-204-4714 if you are in Canada or US between 8am-12am Monday - Friday Notify Kobo that you have a defective kobo screen and wish to have it replaced, I would do this all through the phone simply because it takes quite some time to get answers through an email. Also there are Kobo employees that post here from time to time so I would recommend sending them a Private Message discribing your issue and sending them your pictures as proof. If your kobo is an original Kobo you will only beable to get this resolved through Kobo if it's a wifi Kobo, Chapters/Indigo can exchange the defective Kobo (if your have a certain color and we are sold out you will have to pick another color).

01-14-2011, 09:48 AM	#15
h.k. Junior Member Posts: 6 Karma: 474 Join Date: Dec 2010 Device: Kobo	Thank you all for your useful and helpful comments. I've already made a donation to a worthy charitable organization as my penitence, and was moving on; but after reading the replies I have decided to follow the Kobo support route. I have a ticket number and the next step is to send it back to them (Nucomm), for their evaluation. If it is really damaged/broken, it will only cost me the return shipping charge ($10-$15). And if is' actually defective then I will owe you all a big thank you. (I guess it's also possible that it is defective and broken, then I'll have to prove that I broke one that was already defective, but I'll worry about that if I get there) hk