Arc Screen Issues

minusman · 12-25-2012, 12:51 PM

Been watching this forum for a while to learn about the kobo arc which was to be a Christmas gift for my partner.

Unfortunately, I didn't finally make an account to discuss to a positive experience.

Upon opening her Arc yesterday my partner was unable to sign in to Kobo because the P and . keys didn't work. She eventually used a different email and signed on, but any key presses in that "column" of the screen wouldn't work.

I tried to do some debugging this morning and, using a simple drawing app, was able to find out that indeed that whole column of the screen was not functioning.

See the screenshot.

I live chatted with kobo support this morning and found out, because I got it nearly a month ago, we cannot just take it to the store to replace it, but we have go through kobo support, a process that will take up to 2 weeks.

Major disappointment.

stevov · 12-25-2012, 03:58 PM

If your in the UK you have 30 days to return to store for.exchange. Where are you located

minusman · 12-25-2012, 04:00 PM

Quote:

Originally Posted by stevov

If your in the UK you have 30 days to return to store for.exchange. Where are you located

Canada

stevov · 12-25-2012, 04:06 PM

Take it back to the store. They can only say no.if it was unopened before today the system would log when the arc was first used. I opened mine today and the first thing I had to do was upgrade which would be logged.

minusman · 12-27-2012, 12:22 AM

On stevov's suggestion, we took it to the store today and had no problem exchanging (involved returning then buying a new one) the Arc. We were even able to take advantage of Indigo boxing day sale and got a free Mini. It kind of made up for the poor experience at first.

Thanks for the help!

stevov · 12-27-2012, 02:30 AM

Excellent news mate. My own experience with customer support when asking about hypothetical warranty repair I was told I would have to send it back to Canada for repair and that I only had two weeks from purchase for exchange. When I finally got in touch with a knowledgeable WHSmith rep(UK retailer) it was then I found out the thirty days and in my case the unit would be repaired /replaced in the UK. The best part was the number for UK support connected me to a nice young lady in the Carribean. If Kobo want to have a global presence they ready need to sort out they're customer support. If I had left it at what they had told me instead of digging I'd be writing this on a nexus and you would still be an unhappy customer. Instead we're both happy and recommending the arc. No thanks to CS. Merry Christmas mate.

12-25-2012, 12:51 PM	#1
minusman Junior Member Posts: 3 Karma: 10 Join Date: Dec 2012 Device: Kobo Mini, Kobo Touch, Kobo Arc	Screen Issues Been watching this forum for a while to learn about the kobo arc which was to be a Christmas gift for my partner. Unfortunately, I didn't finally make an account to discuss to a positive experience. Upon opening her Arc yesterday my partner was unable to sign in to Kobo because the P and . keys didn't work. She eventually used a different email and signed on, but any key presses in that "column" of the screen wouldn't work. I tried to do some debugging this morning and, using a simple drawing app, was able to find out that indeed that whole column of the screen was not functioning. See the screenshot. I live chatted with kobo support this morning and found out, because I got it nearly a month ago, we cannot just take it to the store to replace it, but we have go through kobo support, a process that will take up to 2 weeks. Major disappointment.

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12-25-2012, 03:58 PM	#2
stevov Groupie Posts: 172 Karma: 805314 Join Date: Dec 2012 Location: East Ayrshire, Scotland Device: Asus Fonepad,kobo arc,htc onex, htc titan	If your in the UK you have 30 days to return to store for.exchange. Where are you located

12-25-2012, 04:06 PM	#4
stevov Groupie Posts: 172 Karma: 805314 Join Date: Dec 2012 Location: East Ayrshire, Scotland Device: Asus Fonepad,kobo arc,htc onex, htc titan	Take it back to the store. They can only say no.if it was unopened before today the system would log when the arc was first used. I opened mine today and the first thing I had to do was upgrade which would be logged.

12-27-2012, 12:22 AM	#5
minusman Junior Member Posts: 3 Karma: 10 Join Date: Dec 2012 Device: Kobo Mini, Kobo Touch, Kobo Arc	On stevov's suggestion, we took it to the store today and had no problem exchanging (involved returning then buying a new one) the Arc. We were even able to take advantage of Indigo boxing day sale and got a free Mini. It kind of made up for the poor experience at first. Thanks for the help!

12-27-2012, 02:30 AM	#6
stevov Groupie Posts: 172 Karma: 805314 Join Date: Dec 2012 Location: East Ayrshire, Scotland Device: Asus Fonepad,kobo arc,htc onex, htc titan	Excellent news mate. My own experience with customer support when asking about hypothetical warranty repair I was told I would have to send it back to Canada for repair and that I only had two weeks from purchase for exchange. When I finally got in touch with a knowledgeable WHSmith rep(UK retailer) it was then I found out the thirty days and in my case the unit would be repaired /replaced in the UK. The best part was the number for UK support connected me to a nice young lady in the Carribean. If Kobo want to have a global presence they ready need to sort out they're customer support. If I had left it at what they had told me instead of digging I'd be writing this on a nexus and you would still be an unhappy customer. Instead we're both happy and recommending the arc. No thanks to CS. Merry Christmas mate.

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