"Errors" Purchasing Books from Kobo

Jesslynne · 12-29-2012, 12:36 AM

Honestly, Kobo has begun to really piss me off these days. I'm a chapters employee who often has lots of good things to say about Kobo, but enough is enough as of today.

I got a chapters giftcard for christmas and went to kobobooks.com to purchase three books using the $20 I got on the gift card, store credit from their last mess up, and a couple dollars off the credit card assigned to Kobo.

During the first purchase I had errors crop up, but I went to the library and it showed up in my library. So I did the last two books same thing, though the third took a couple hours to show up. I didn't get the emailed receipts for them but everything was charged appropriately. I downloaded the books to my computer since things were going wonky to be sure I had access to all of them. (Although the third didn't show in library, it allowed me to download the adobe drm epub).

I emailed them about this problem and they emailed me saying they had no record of the purchases. I did screen shots proving I had them in my library, and told them I hadn't received any email receipts. Now I go to make another purchase today, and see my store credit was returned to me, and that the three books have been removed from my account entirely. Only, I've now lost out on the $20 from my giftcard and the $2.15 on my credit card.

I still have access to the books and so technically still paid for them properly, it's ridiculous for them to have removed them entirely from my account when I paid for them.

So I purchased another book today, got the same error, used the store credit that had been refunded and was able to download the adobe DRM epub, but it's again not in my library. I'm beginning to wonder if the store credit will continue to return..

But this is bloody ridiculous.. I shouldn't have to download to ensure I get to keep the books I purchased.

Does anyone have any ideas? I have emailed them about it, not that my last dealing with them did any good and wound up with a pissed off email to them for the first time.

ciscopixie · 12-29-2012, 12:42 AM

Hi Jesslynne,

If you've purchased these books, did you get a receipt from Kobo? (I've never purchased off their site so I'm pulling at straws - but trying to help

)

I know on Amazon's site you get a receipt for every book you purchase, so maybe it would be the same with Kobo?

Ashley

AnemicOak · 12-29-2012, 12:51 AM

Another avenue of contacting them is through https://getsatisfaction.com/kobo

I know some have gotten better results that way instead of email. I've heard calling gets the best results.

You can also try emailing KoboExecutiveCare@kobo.com

or try finding email addresses for some of the Kobo exec's although I did that once and didn't get any better service even though they were going to 'look into it'.

Kobo CS for me has been hit or miss, generally miss.

Jesslynne · 12-29-2012, 01:05 AM

Quote:

Originally Posted by ciscopixie

Hi Jesslynne,

If you've purchased these books, did you get a receipt from Kobo? (I've never purchased off their site so I'm pulling at straws - but trying to help

)

I know on Amazon's site you get a receipt for every book you purchase, so maybe it would be the same with Kobo?

Ashley

As stated in my OP, that I didn't get emailed receipts to confirm the purchase due to the errors. It didn't actually get to that point but still charged the gift card and my Credit card.

I have emailed them again, but I may email the executive care email if they email me back a useless email in return to this last email.

simond · 12-29-2012, 06:58 AM

I had some problems it's them over Xmas myself, but only with redeeming gift cards which I'd been given, when I logged in to redeem them it went straight to an error page, their support "helpfully" told me not to use IE, which didn't help much on a mac...

Strangely soon afterwards it did start working again though, coincidence or what?

voidoid · 12-29-2012, 07:56 AM

Their Touch, Glo and Mini development team are obviously doing the "development" of the website now.

murg · 12-29-2012, 08:23 AM

Quote:

Originally Posted by voidoid

Their Touch, Glo and Mini development team are obviously doing the "development" of the website now.

I guess that's why every search I do comes back with erotica...

Turnstone · 12-29-2012, 08:48 AM

I bought a book with a gift card. So far so good. Downloaded it to ADE and added it to Calibre, but it won't come on my Kobo with WiFi sync. The ADE epub is terrible, won't let me change the way too narrow line spacing (even after converting it with Calibre). But it seems that I have to live with that. I am not going to try WiFi sync again as I don't want to downgrade the firmware every time I try.

I bought two other books the same day, with no problems.

Mostly Math · 12-29-2012, 10:04 AM

I've bought 41 books over the past week, thanks to gift cards and boxing day sales. I had a problem with one, not being able to download it to ADE, although it does show on my reader. Waiting for a response from Tier 2. But.. all the other purchases went just fine. And now I have TONS of reading to do.

Jesslynne · 12-29-2012, 07:07 PM

The problem is, it gives me errors, but still charges the card, and gives me access to download to ADE , and later ends up in my library some hours later. But it doesn't give me a receipt or put it in my purchase history as being purchased.

So I had emailed them about the problem and they removed the books and didn't refund me my money.

I have now emailed the Kobo Executive Care email, so we'll see how that turns out. Because the kobo support email people seem to not want to respond to me.

rwhe · 12-29-2012, 07:43 PM

Jesslynne, I had a problem when I purchased a book from the Kobo store this morning on my Glo. I got an error page and the book didn't show up in my library. But when I got an email receipt a few minutes later, I tried syncing my reader, and the missing book showed up instantly.

12-29-2012, 12:36 AM	#1
Jesslynne Zealot Posts: 141 Karma: 126 Join Date: Nov 2011 Location: Manitoba, Canada Device: Kobo Vox, Kobo Mini	"Errors" Purchasing Books from Kobo Honestly, Kobo has begun to really piss me off these days. I'm a chapters employee who often has lots of good things to say about Kobo, but enough is enough as of today. I got a chapters giftcard for christmas and went to kobobooks.com to purchase three books using the $20 I got on the gift card, store credit from their last mess up, and a couple dollars off the credit card assigned to Kobo. During the first purchase I had errors crop up, but I went to the library and it showed up in my library. So I did the last two books same thing, though the third took a couple hours to show up. I didn't get the emailed receipts for them but everything was charged appropriately. I downloaded the books to my computer since things were going wonky to be sure I had access to all of them. (Although the third didn't show in library, it allowed me to download the adobe drm epub). I emailed them about this problem and they emailed me saying they had no record of the purchases. I did screen shots proving I had them in my library, and told them I hadn't received any email receipts. Now I go to make another purchase today, and see my store credit was returned to me, and that the three books have been removed from my account entirely. Only, I've now lost out on the $20 from my giftcard and the $2.15 on my credit card. I still have access to the books and so technically still paid for them properly, it's ridiculous for them to have removed them entirely from my account when I paid for them. So I purchased another book today, got the same error, used the store credit that had been refunded and was able to download the adobe DRM epub, but it's again not in my library. I'm beginning to wonder if the store credit will continue to return.. But this is bloody ridiculous.. I shouldn't have to download to ensure I get to keep the books I purchased. Does anyone have any ideas? I have emailed them about it, not that my last dealing with them did any good and wound up with a pissed off email to them for the first time.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Touch Strange Books Listed as "Last Added" on Kobo Desktop App	tea2	Kobo Reader	5	07-18-2012 07:07 PM
Removed preloaded books from my Kobo, now shows up as "MISSING" & expired	goddess_althena	Calibre	2	07-08-2011 05:48 PM
How long do books stay as "purchased" on Kobo site?	frozenmama	Kobo Reader	7	04-24-2011 02:44 PM
Where are my PDF-DRM books ? No access to "Documents" on my Kobo	Clap42	Kobo Reader	8	04-14-2011 11:49 AM

12-29-2012, 12:42 AM	#2
ciscopixie Enthusiast Posts: 31 Karma: 5868 Join Date: Jan 2012 Location: New Zealand Device: Kobo Aura HD, iPhone SE	Hi Jesslynne, If you've purchased these books, did you get a receipt from Kobo? (I've never purchased off their site so I'm pulling at straws - but trying to help ) I know on Amazon's site you get a receipt for every book you purchase, so maybe it would be the same with Kobo? Ashley

12-29-2012, 12:51 AM	#3
AnemicOak Bookaholic Posts: 14,391 Karma: 54969924 Join Date: Oct 2007 Location: Minnesota Device: iPad Mini 4, AuraHD, iPhone XR +	Another avenue of contacting them is through https://getsatisfaction.com/kobo I know some have gotten better results that way instead of email. I've heard calling gets the best results. You can also try emailing KoboExecutiveCare@kobo.com or try finding email addresses for some of the Kobo exec's although I did that once and didn't get any better service even though they were going to 'look into it'. Kobo CS for me has been hit or miss, generally miss.

12-29-2012, 06:58 AM	#5
simond Fanatic Posts: 532 Karma: 1062755 Join Date: Aug 2005 Location: London, UK Device: Kobo Aura One, iPad, iPhone	I had some problems it's them over Xmas myself, but only with redeeming gift cards which I'd been given, when I logged in to redeem them it went straight to an error page, their support "helpfully" told me not to use IE, which didn't help much on a mac... Strangely soon afterwards it did start working again though, coincidence or what?

12-29-2012, 07:56 AM	#6
voidoid Connoisseur Posts: 57 Karma: 28542 Join Date: Sep 2012 Location: Australia Device: kobo touch	Their Touch, Glo and Mini development team are obviously doing the "development" of the website now.

12-29-2012, 08:48 AM	#8
Turnstone Zealot Posts: 116 Karma: 1202406 Join Date: Nov 2012 Location: Germany Device: Kobo Touch	I bought a book with a gift card. So far so good. Downloaded it to ADE and added it to Calibre, but it won't come on my Kobo with WiFi sync. The ADE epub is terrible, won't let me change the way too narrow line spacing (even after converting it with Calibre). But it seems that I have to live with that. I am not going to try WiFi sync again as I don't want to downgrade the firmware every time I try. I bought two other books the same day, with no problems.

12-29-2012, 10:04 AM	#9
Mostly Math Groupie Posts: 170 Karma: 1154013 Join Date: May 2010 Location: Toronto Device: Kobo (loaned out), KoboTouch (given away), KoboVox, KoboGlo, AuraHD	I've bought 41 books over the past week, thanks to gift cards and boxing day sales. I had a problem with one, not being able to download it to ADE, although it does show on my reader. Waiting for a response from Tier 2. But.. all the other purchases went just fine. And now I have TONS of reading to do.

12-29-2012, 07:07 PM	#10
Jesslynne Zealot Posts: 141 Karma: 126 Join Date: Nov 2011 Location: Manitoba, Canada Device: Kobo Vox, Kobo Mini	The problem is, it gives me errors, but still charges the card, and gives me access to download to ADE , and later ends up in my library some hours later. But it doesn't give me a receipt or put it in my purchase history as being purchased. So I had emailed them about the problem and they removed the books and didn't refund me my money. I have now emailed the Kobo Executive Care email, so we'll see how that turns out. Because the kobo support email people seem to not want to respond to me.

12-29-2012, 07:43 PM	#11
rwhe Hierodule Posts: 170 Karma: 629686 Join Date: Mar 2010 Device: Kobo Glo, calibre, Android, FBReader	Jesslynne, I had a problem when I purchased a book from the Kobo store this morning on my Glo. I got an error page and the book didn't show up in my library. But when I got an email receipt a few minutes later, I tried syncing my reader, and the missing book showed up instantly.

Advert

Advert