Kobo customer care- or not

[ppowell002]

I used kobo's new help service today. You can fill out a form and join a virtual line to be called back in 20 min. They gave me a ticket number which I confirmed and submitted and then said I would receive email confirmation and a call. Two hours later...no email, no call.

Kobo new help, same as the old help.

[bookwurm70]

Originally Posted by ppowell002

I used kobo's new help service today. You can fill out a form and join a virtual line to be called back in 20 min. They gave me a ticket number which I confirmed and submitted and then said I would receive email confirmation and a call. Two hours later...no email, no call.

Kobo new help, same as the old help.

I used their "new" help last week Saturday. Never got an email until after my problem was solved.

It took more than 20 minutes to get the phone call, but less than 2 hours. But I did get the call and they resolved my issue to my satisfaction. I was pleased.

I hope you get your call soon, if not, try again.

[RZetlin]

Originally Posted by bookwurm70

I used their "new" help last week Saturday. Never got an email until after my problem was solved.

It took more than 20 minutes to get the phone call, but less than 2 hours. But I did get the call and they resolved my issue to my satisfaction. I was pleased.

I hope you get your call soon, if not, try again.

Something is going wrong with Kobo starting the last several weeks.

In the past, it usually take 5 minutes for somebody to callback, but now it is over 20 minutes.

Anybody know what is going on with Kobo?

[dakini]

Originally Posted by RZetlin

Something is going wrong with Kobo starting the last several weeks.

In the past, it usually take 5 minutes for somebody to callback, but now it is over 20 minutes.

Anybody know what is going on with Kobo?

you've made this "it took 20 minutes" comment in more than one thread. personally, this sounds like a "first world problem." i feel absolutely horrible for you and other people who have to wait a whole 20 minutes to get their problems sorted.

[ppowell002]

Originally Posted by dakini

you've made this "it took 20 minutes" comment in more than one thread. personally, this sounds like a "first world problem." i feel absolutely horrible for you and other people who have to wait a whole 20 minutes to get their problems sorted.

Really? Perhaps you don't understand how capitalism works, the system under which we first worlders live. Here we have disposable income where companies compete for our business and often do so by distinguishing themselves through superior customer service. Are we never allowed to talk about service problems because we don' t live in the third world? Who made you the arbitrator of class correctness?
P.S. 2 days later..no email, no phone call but was asked to complete survey on quality of the service��

[topcat07]

still can not get hold of these gits!

[the.Mtn.Man]

I contacted customer support a couple of weeks ago, and while it said that customer service would contact me by phone within 5-minutes, it was closer to 2-hours. I also found that when Kobo promises "free X-day shipping", that means that Kobo will ship within X-days and not that the customer will actually receive their order within that time. When I ordered, the website said 5 to 7 day shipping, but customer support told me that it was really 7 to 10 day shipping. I finally received my shipment 11-days after ordering. The final act of this play is that I got the shipping notice through email on the same that that my order arrived.

[U2Bono269]

I'm having an interesting experience. I ordered a Kobo Aura on Wednesday (I'm in the US...Pennsylvania). It came with the free 7-10 day shipping. I emailed Customer Service because my card had been charged but no shipment. They gave me a callback within an hour, and told me that it would probably ship today (Monday). I got a shipping notice this morning from Canada Post, which says it'll be delivered to me on Friday. All told, that's 5 day shipping after 3 days of processing. Based on the horror stories I've heard on this site, that seems pretty good.

I understand that the shipping is free and I get the whole "not everyone can be Amazon" argument, but we really do live in a Post-Amazon world, and with it comes certain expectations. I think a 5 day shipping window is good, but 3 days to process an order is ridiculous.

[filmo]

From posts when Aura HD was first sold the shipping communication problem is because they are using outside contractor to handle this. It is still Kobo's responsibility to improve this to if they want happy customers.

[RZetlin]

I was able to get Kobo to contact me within 40 minutes from the promised 20 minutes on their website.

Once in contacted I was able to my refund sorted out.

But it should not have taken a failed contact just to reach customer support.

[the.Mtn.Man]

Originally Posted by U2Bono269

I understand that the shipping is free and I get the whole "not everyone can be Amazon" argument, but we really do live in a Post-Amazon world, and with it comes certain expectations. I think a 5 day shipping window is good, but 3 days to process an order is ridiculous.

My problem is not so much with the processing/shipping time but the fact that there is no way to track a hardware order through Kobo's website. The only reason I even knew my order went through is because the charge showed up on my credit card statement.

[U2Bono269]

Additionally, I'm not too happy about a company that takes my money but then takes 3 or 4 days to get it into the hands of shippers. It's not good if you have my money and my item.

Also, why does Kobo not have shipping options? Free 7-10 day is nice, but I would have paid for better shipping. My Nook is severely on the fritz, and I really would have liked an option to have it in, say, 3-5 days. I would guess that a 2 day option isn't viable due to customs concerns.

[ppowell002]

Kobo has contacted me, 4 days after my first request and two days after my second request. The issue resolution is pending. Then they had the temerity to send me another survey about the service. They got an earful ( eyeful? ).

[U2Bono269]

I'm getting a little confused here about how Kobo ships their products to the US. So, CanadaPost delivers it to the USPS, who ships it to me, right? I'm *supposed* to receive it tomorrow, but my tracking number has no entries except to say it was processed in Canada 5 days ago.

[DNSB]

Originally Posted by U2Bono269

I understand that the shipping is free and I get the whole "not everyone can be Amazon" argument, but we really do live in a Post-Amazon world, and with it comes certain expectations. I think a 5 day shipping window is good, but 3 days to process an order is ridiculous.

Speaking as a Canadian who has ordered from Amazon in the USA, their delivery times to Canada are nothing to write home about. Amazon within the USA might be the greatest thing since sliced bread but their international delivery is average at best -- not to mention the consistent overcharging of estimated fees which do get refunded but, hey, they've had my money for a couple of weeks. And finally, the joy of their tracking which showed a package sitting in Indiana with no updates until after it has arrived at my door.

Regards,
David