Support Poll

[Psyke]

Well, I think it's safe to say how people feel about their Kobo, but what about support services; We know that the engineers/kobo management people are pretty good, but not everyone who buys a kobo really see them outside this forum, So how does general support, whether it be by email/phone/snail mail rate in how you make your purchase:

- Extremely high importance - ie: would not buy device if company can't/won't support device, or if support staff is considered inept.
- Moderate importance - ie: Support is not hugely important, but it's a nice safety net.
- Low importance - ie: Device is popular and has high issue tollerance, so support is not so important, or you're fix it yourself type of person.
- Never really considered after purchase support...

[kiwipippa]

I voted "little importance" as I had thought previously that I could always work my way round any problems. That was until yesterday - I now have $400 worth of bricks brought brand new from New Zealand's first shipment of kobos. One belongs to my 11 year old who saved up his pocket money to buy it and is gutted that it won't work. The other was to be a Christmas present. Both behave exactly the same way - cannot connect to the kobo desktop or to wifi - I can accept one dud device, but not two. Very disappointed, and I have been a bit of a kobo advocate up to now. Spent 3 hours last night trying to sort it out.

When I phoned kobo support they told me things that I KNOW were wrong, blamed my router saying they don't support WPA2 (surely it's WPA Enterprise they don't support and my original kobo touch works perfectly) and have referred me to tier two. We have no support in store here in NZ, I knew far more than the shop did!

I'm very disappointed - will have another go to try and sort it out and will try to talk to a tier 2 rep rather than rely on email. Anyway, I'm sick today so a bit grumpy! Hopefully a clear head will help me work it out.

I was a very happy kobo camper - now I'm not.

[cutterjohn42]

Originally Posted by kiwipippa

I voted "little importance" as I had thought previously that I could always work my way round any problems. That was until yesterday - I now have $400 worth of bricks brought brand new from New Zealand's first shipment of kobos. One belongs to my 11 year old who saved up his pocket money to buy it and is gutted that it won't work. The other was to be a Christmas present. Both behave exactly the same way - cannot connect to the kobo desktop or to wifi - I can accept one dud device, but not two. Very disappointed, and I have been a bit of a kobo advocate up to now. Spent 3 hours last night trying to sort it out.

When I phoned kobo support they told me things that I KNOW were wrong, blamed my router saying they don't support WPA2 (surely it's WPA Enterprise they don't support and my original kobo touch works perfectly) and have referred me to tier two. We have no support in store here in NZ, I knew far more than the shop did!

I'm very disappointed - will have another go to try and sort it out and will try to talk to a tier 2 rep rather than rely on email. Anyway, I'm sick today so a bit grumpy! Hopefully a clear head will help me work it out.

I was a very happy kobo camper - now I'm not.

IF they came with 1.9.11 fw I'd blame that as mine no longer is able to connect to my calibre content server, or well more accurately it does and does dl the content(to internal mem) but won't see it, nor did manually moving it to uSD help any...

Someone at Kobo needs to really be moved out of fw dev and someone good moved in... maybe the current guy should look at something like sales... as the last few fws have been pretty rough to say the least...