Kindle vs Kobo ... Customer Service?

Shaena · 09-24-2014, 08:23 PM

I'm looking for a new e-reader- and apparently I decided I needed on at the right time. I had no inkling that there were some new ones coming out. I was just fed up with B&N. I've had several Nooks over the years- I really liked them. I liked the fact I could go into a store with it and preview books that way.

But, to be honest, I have had the WORST time with their customer service. I've had to return each NOOK at least once. And while, ultimately, I'm satisfied that B&N fixed whiter problem I was having... Getting there was painful. To the tune of B&N reps getting my address wrong no less than 3 times on the last go-around, and proceeding to send replacements that ended up lost in the mail.

Anyway... I'm now considering making the change to either the Kindle Voyage or the Kobo H2O.

I've read all the reviews so far. I like the SD card option on the H2O. I like the waterproof-ness- something I hadn't even expected would be offered in an e-reader.

...But I know nothing about Kobo's Customer service, and from what little I've heard, it's not stellar.

I like some of the options on the Voyage. It sounds like a fairly sold platform. I use Amazon for other purchases, so I'm comfortable with them.

...But I've never had to deal with Amazon customer service for something like this.

What are your thoughts? And would the extended warranty on the Voyage be necessary?

B&N was actually really good at honoring their warranty, and sending replacements- I will give them that. But sitting through HOURS to talk to the right person who could actually help... it was painful.

Thanks in advance!

mr_nihilism · 09-24-2014, 08:28 PM

I've never dealt with either in regard to customer service, but from what I read there seems to be a general consensus that Amazon does a better job.

Barbara1955 · 09-24-2014, 08:34 PM

I use to have a Literidi Kobo was great at helping the 1-2 times I needed help. Amazon also has Fantastic service. No offence I heard that Kobo may be closing... I heard this right after they took over for Sony. They are still around so who knows. You may want to check into it more . Yes I had Horrible service from Nook & 2 bad readers from them in 10 days was too much ... I went with Kindle!

DNSB · 09-24-2014, 11:46 PM

Quote:

Originally Posted by Katie1

I use to have a Literidi Kobo was great at helping the 1-2 times I needed help. Amazon also has Fantastic service. No offence I heard that Kobo may be closing... I heard this right after they took over for Sony. They are still around so who knows. You may want to check into it more . Yes I had Horrible service from Nook & 2 bad readers from them in 10 days was too much ... I went with Kindle!

Out of a perhaps morbid curiosity, where did you hear the rumour about Kobo closing from? As someone who is waiting for an Aura H2O pre-order, I would be rather interested.

Given the rather short time frame since Sony exited the ereader market in the USA, it seems rather doubtful that Kobo has suddenly run into severe financial straits though Rakuten who own Kobo just spent $1 billion on purchasing eBates.

meeera · 09-25-2014, 03:10 AM

I don't think Kobo's going anywhere soon - it's B&N and Sony that are either closing or collapsing in the ereader space.

Amazon has the better customer service, out of Amazon and Kobo. If you can buy a Kobo from a bricks & mortar shop, that may be your best bet, as you can return a faulty device to the shop instead of in the post. Both Kindle and Kobo are solid choices, that people make for different reasons. Do you care about fine-tuning your fonts/text display? Water-proofing? Kobo. Is excellent customer service a dealbreaker, and do you want the benefits of the Amazon ecosystem (eg Whispersync)? Kindle.

Dr. Drib · 09-25-2014, 01:17 PM

Kobo closing is like an urban legend.

From wiki:

"An urban legend, urban myth, urban tale, or contemporary legend, is a form of modern folklore consisting of stories that may or may not have been believed by their tellers to be true, and often possess horror implications that are believable to their audience."

Shaena · 09-25-2014, 01:27 PM

Thanks for your thoughts so far, everyone. I'm leaning towards the Kindle, but may wait until both the H2O and the Voyage hit the shelves and see what the reviews are like then. My nook STGL should hold on for a little while longer.

Any feedback on getting the extended warranty with the Kindle or skipping it?

Anthem · 09-25-2014, 01:31 PM

Amazon CS is superior to Kobo's in my experience.

(I've had to deal with both of them. But I still think both are fine companies.)

anesthezea · 09-25-2014, 03:55 PM

Iin my experience, Amazon's CS is superior. I bought a Kobo Aura in mid-July and it was defective. I put in for a replacement on Aug. 4th and found out on Aug. 29th (after weekly calls and reassurances) that they never even sent it. I asked for a refund. It took almost two weeks to get that approved of then I had to pay out of pocket to return the Kobo. I finally got the refund on Sept. 19th.

I had a problem with my Kindle and Amazon sent me a replacement the same day. I reveived it two days later. There was an issue with the replacement so I shipped both defective kindles back (at no cost to me) and they are issuing a refund so I can buy a new model.

mbovenka · 09-26-2014, 04:38 AM

I've had to deal with Kindle support (to blacklist my lost Kindle DXG) and Kobo (to try to figure out why I couldn't get Analog magazine from them).

Amazon wins. It took less than five minutes to verify that I was who I said I was, did indeed own the Kindle in question, and blacklist it. With Kobo I had to exchange mails four times to get them a) to understand my question and b) finally answer it. While courteous enough, it took a while...

HarryT · 09-26-2014, 06:07 AM

Quote:

Originally Posted by Shaena

Any feedback on getting the extended warranty with the Kindle or skipping it?

Are you hard on your electronic devices? Treat them with respect, and there's absolutely no need for extended warranties, but some people seem to manage to break things regularly. If you're such a person, it may be useful for you.

Shaena · 09-26-2014, 11:23 AM

Quote:

Originally Posted by HarryT

Are you hard on your electronic devices? Treat them with respect, and there's absolutely no need for extended warranties, but some people seem to manage to break things regularly. If you're such a person, it may be useful for you.

I am careful with my devices. However, my Nook developed the infamous "screen tear" outside of the standard warranty period. I did have the extended warranty, because I'd read of these things happening to people before I bought it. Because I had that, the replacement process was easy, and would have been hassle free- IF the Nook reps could get my address correct. They screwed that up several times.

I do travel frequently for my work, so I worry about unforeseen things happening.

09-24-2014, 08:23 PM	#1
Shaena Junior Member Posts: 3 Karma: 10 Join Date: Sep 2014 Device: Nook Glowlight	Kindle vs Kobo ... Customer Service? I'm looking for a new e-reader- and apparently I decided I needed on at the right time. I had no inkling that there were some new ones coming out. I was just fed up with B&N. I've had several Nooks over the years- I really liked them. I liked the fact I could go into a store with it and preview books that way. But, to be honest, I have had the WORST time with their customer service. I've had to return each NOOK at least once. And while, ultimately, I'm satisfied that B&N fixed whiter problem I was having... Getting there was painful. To the tune of B&N reps getting my address wrong no less than 3 times on the last go-around, and proceeding to send replacements that ended up lost in the mail. Anyway... I'm now considering making the change to either the Kindle Voyage or the Kobo H2O. I've read all the reviews so far. I like the SD card option on the H2O. I like the waterproof-ness- something I hadn't even expected would be offered in an e-reader. ...But I know nothing about Kobo's Customer service, and from what little I've heard, it's not stellar. I like some of the options on the Voyage. It sounds like a fairly sold platform. I use Amazon for other purchases, so I'm comfortable with them. ...But I've never had to deal with Amazon customer service for something like this. What are your thoughts? And would the extended warranty on the Voyage be necessary? B&N was actually really good at honoring their warranty, and sending replacements- I will give them that. But sitting through HOURS to talk to the right person who could actually help... it was painful. Thanks in advance!

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09-24-2014, 08:28 PM	#2
mr_nihilism Always been the caretaker Posts: 479 Karma: 1406369 Join Date: Dec 2012 Location: Canada Device: Aura H2O, PW2	I've never dealt with either in regard to customer service, but from what I read there seems to be a general consensus that Amazon does a better job.

09-24-2014, 08:34 PM	#3
Barbara1955 Non-Techy Posts: 4,455 Karma: 15499273 Join Date: Feb 2011 Location: WV---USA Device: Samsung Cell Phone & Amazon Fires & Kobo eReaders	I use to have a Literidi Kobo was great at helping the 1-2 times I needed help. Amazon also has Fantastic service. No offence I heard that Kobo may be closing... I heard this right after they took over for Sony. They are still around so who knows. You may want to check into it more . Yes I had Horrible service from Nook & 2 bad readers from them in 10 days was too much ... I went with Kindle!

09-25-2014, 03:10 AM	#5
meeera Grand Sorcerer Posts: 5,814 Karma: 68407974 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	I don't think Kobo's going anywhere soon - it's B&N and Sony that are either closing or collapsing in the ereader space. Amazon has the better customer service, out of Amazon and Kobo. If you can buy a Kobo from a bricks & mortar shop, that may be your best bet, as you can return a faulty device to the shop instead of in the post. Both Kindle and Kobo are solid choices, that people make for different reasons. Do you care about fine-tuning your fonts/text display? Water-proofing? Kobo. Is excellent customer service a dealbreaker, and do you want the benefits of the Amazon ecosystem (eg Whispersync)? Kindle.

09-25-2014, 01:17 PM	#6
Dr. Drib Grand Sorcerer Posts: 45,441 Karma: 59592133 Join Date: Jan 2007 Location: Peru Device: KINDLE: Oasis 3, Scribe (1st), Matcha; KOBO: Libra 2, Libra Colour	Kobo closing is like an urban legend. From wiki: "An urban legend, urban myth, urban tale, or contemporary legend, is a form of modern folklore consisting of stories that may or may not have been believed by their tellers to be true, and often possess horror implications that are believable to their audience."

09-25-2014, 01:27 PM	#7
Shaena Junior Member Posts: 3 Karma: 10 Join Date: Sep 2014 Device: Nook Glowlight	Thanks for your thoughts so far, everyone. I'm leaning towards the Kindle, but may wait until both the H2O and the Voyage hit the shelves and see what the reviews are like then. My nook STGL should hold on for a little while longer. Any feedback on getting the extended warranty with the Kindle or skipping it?

09-25-2014, 01:31 PM	#8
Anthem Guru Posts: 704 Karma: 1622328 Join Date: Dec 2010 Location: USA Device: Kindle Oasis, OnePlus Nord	Amazon CS is superior to Kobo's in my experience. (I've had to deal with both of them. But I still think both are fine companies.)

09-25-2014, 03:55 PM	#9
anesthezea Groupie Posts: 167 Karma: 2627964 Join Date: Aug 2010 Location: Alabama, USA Device: Kobo Libra 2, Kobo Clara 2e, Kobo Libra Colour, Kindle Paperwhite	Iin my experience, Amazon's CS is superior. I bought a Kobo Aura in mid-July and it was defective. I put in for a replacement on Aug. 4th and found out on Aug. 29th (after weekly calls and reassurances) that they never even sent it. I asked for a refund. It took almost two weeks to get that approved of then I had to pay out of pocket to return the Kobo. I finally got the refund on Sept. 19th. I had a problem with my Kindle and Amazon sent me a replacement the same day. I reveived it two days later. There was an issue with the replacement so I shipped both defective kindles back (at no cost to me) and they are issuing a refund so I can buy a new model.

09-26-2014, 04:38 AM	#10
mbovenka Wizard Posts: 2,079 Karma: 14079267 Join Date: Oct 2007 Location: Almere, The Netherlands Device: Kobo Sage	I've had to deal with Kindle support (to blacklist my lost Kindle DXG) and Kobo (to try to figure out why I couldn't get Analog magazine from them). Amazon wins. It took less than five minutes to verify that I was who I said I was, did indeed own the Kindle in question, and blacklist it. With Kobo I had to exchange mails four times to get them a) to understand my question and b) finally answer it. While courteous enough, it took a while...

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