Aura HD The Zen of Replacement Hardware

MacEachaidh · 09-23-2014, 07:44 PM

Wow, so disappointing.

My Kobo Aura HD has been misbehaving since I got it. I've had several discussions with Kobo Customer Suspense, I mean Support, and finally was encouraged to seek a replacement, since my warranty was close to expiring.

What I didn't realise was that a) I'd be sent a second-hand unit as a replacement, and b) the warranty on the replacement would be only 90 days.

I received the replacement last night, and have already had to call Support on it because it keeps bricking, even in the setup, trying to load just the f/w update it received from the Desktop. It's clearly an old device, because it resets to f/w 2.5.0 when factory reset (which I've had to do twice now, to recover the device). Customer Support evaded the topic of replacing it again, and left me with a "use it for a while and see how you go" position.

I'm very unhappy, and would appreciate advice. I'm grateful to Kobo for being willing to replace faulty hardware, but disappointed to receive a second-hand unit that is clearly worn (the back, at the peak of the folds, is scuffed and almost colourless; it's clearly had some rough use; and the peel-off screen protector has grit and hair stuck under it, so I doubt it was refurbished in a particularly clean environment), and one that is already faulty, right out of the box.

Odds are good, I would think, that it's going to fail in a short period of time. Even if it staggers on, being intermittently uncooperative, I feel like I'm getting far less for my money than if I had simply gotten a non-faulty device in the first place.

Should I just contact Kobo again and say, "Sorry, not OK, please replace it"?

What would others do?

JSWolf · 09-23-2014, 07:51 PM

I would contact Kobo again and ask for a replacement. It's unacceptable to get a poor replacement. You paid for a wirking unit and working you should get.

My mother's Sony Reader PRS-600 had one of the faulty screens made by LG that did not work in sunlight. Sony sent a replacement and the screen was of lesser contrast. I then called Sony again to request yet another replacement because what they sent the first time was not acceptable.

robko · 09-23-2014, 11:45 PM

Quote:

Originally Posted by MacEachaidh

Odds are good, I would think, that it's going to fail in a short period of time. Even if it staggers on, being intermittently uncooperative, I feel like I'm getting far less for my money than if I had simply gotten a non-faulty device in the first place.

Should I just contact Kobo again and say, "Sorry, not OK, please replace it"?

What would others do?

For sure you need to get on them to replace it again. That's not normal right off the top and there's no way it's going to get better. And while you're always going to get a refurb for warranty replacement, refurb does not equal heavily used device in my book.

soulfuldog · 09-24-2014, 07:23 AM

There should be nothing wrong with getting a refurb as a replacement, so don't let that sour you. But if you are having problems with the replacement, as has already been suggested, get back in touch with Kobo and ask them to replace it again as it is not working properly. It's a PITA but even if you have to do it more than once, you should be able to get a perfectly good refurbed Aura HD and be very happy with it, regardless of the warranty only being 90 days.

HarryT · 09-24-2014, 07:36 AM

Pretty much all companies will send you a refurbished device as a warranty replacement, but that absolutely shouldn't mean that it's sub-standard. I agree with the advice you've already received: complain about it.

cybmole · 09-24-2014, 08:45 AM

so when is a 1 year guarantee not a one year guarantee ?

what I'm reading in this thread is that it is commonplace for manufactures to send out a refurb unit in response to a guarantee claim. but if they only offer 90 days on that then surely the original guarantee is not being fully honored.

When I buy a consumer goods item, new, with 12 month guarantee, I would reasonably then expect to be supplied with as many replacement items as are needed to make it though that 12 month period ?
otherwise we have the scenario of
buy a new item - which breaks after 31 days, claim & get a 90 day guarantee only refurb replacement which then breaks after another 91 days.... are folks here saying there would be no 2nd replacement, & that that is legal ?

HarryT · 09-24-2014, 08:47 AM

Quote:

Originally Posted by cybmole

so when is a 1 year guarantee not a one year guarantee ?

what I'm reading in this thread is that it is commonplace for manufactures to send out a refurb unit in response to a guarantee claim. but if they only offer 90 days on that then surely the original guarantee is not being fully honored.

The OP said that his warranty was "close to expiring", which I imagine is the reason for the 90-day warranty on the replacement.

MacEachaidh · 09-24-2014, 10:26 AM

Quote:

Originally Posted by HarryT

Pretty much all companies will send you a refurbished device as a warranty replacement

I think it depends on the company. That's certainly not been my experience across the board.

Quote:

Originally Posted by soulfuldog

There should be nothing wrong with getting a refurb as a replacement, so don't let that sour you.

I think the prospect of being sent a second-hand device masquerading as a new one is quite enough to sour things. If it's so normal and acceptable to get a used machine, then why isn't the company upfront about it? It was only when I was speaking with the customer service rep this morning, and said, "I think they've sent me a second-hand unit." that was the first I'd heard of a replacement device being a used one. But it was all dressed up as if it were new — new box, new temporary screen protector stuck back over the screen — which seems deceptive to me.

If it's refurbished, then it's a unit that has already been returned as faulty. And it's a common experience that once a device has been repaired, its lifespan is generally reduced, so it seems highly likely that, as I said, my overall useful span of this device will be shorter than if I'd had a device without a fault in the first place. But I paid full retail, as much for the thing as someone who got a fault-free device, so it seems unfair to have to accept a second-hand device now. I think I'm justified in being unhappy about that.

As I said in my OP, I know I can send it back. I was more interested in hearing what people would do if they were in the same situation. I suspect a lot of people who say things like "don't worry about it" would feel differently if they were in the situation themselves.

And yes, I'll be sending the device back. It's night-time here now, and I can see that the light is faulty as well: with the same setting (30%) as my previous unit, the light is only a bit over half as bright, and there are clear striations in the light field and a couple of bright bars across the screen, that are significantly distracting while trying to read.

My issue with this, separate from the question of sending it back, is that it makes me doubt the quality control of the refurbishment effort. As with the grit and hair under the removable screen protector, it doesn't indicate great care or attention to detail, so who knows what else may be wrong with it? Or, more to the point, with any other second-hand unit I'm sent?

filmo · 09-24-2014, 10:48 PM

It's normal to sell refurbished devices as refurbished at discounted price.

cybmole · 09-25-2014, 01:45 AM

outside of ebook hardware, I am pretty sure that the new consumer goods I own come with a a guarantee that says will will repair it... & if we can't repair it we will replace it... and there's no "with a used/refurbed item" caveat. I can't think of a case where I have had something fail AND be not repairable under guarantee though.

I can see the logistics logic for an ebook maker to say send us your faulty one for repair & we will send you one we repaired earlier, as that speeds up the cycle, and does not waste working parts - I have read that amazon also do that for Kindles - but it should be explicit in the guatantee T&C

soulfuldog · 09-25-2014, 06:10 AM

I'm not sure if there are established procedures, but if I was returning a new item that was either faulty from new or developed a fault within the first few months, I would absolutely expect a brand new replacement. However, if it developed a fault within the last month of the warranty period (and you indicate your warranty is close to expiring), a refurbished model with a 90-day warranty wouldn't be an issue.

There are usually different grades of refurbished items, and as long as they are using Grade A returns that have either been returned because someone just changed their mind and there is nothing wrong with it, or there was a simple software fault that has been rectified, then there should be no problem. And these are likely the exact kind of items they are likely to use for warranty returns.

HarryT · 09-25-2014, 06:17 AM

Quote:

Originally Posted by soulfuldog

if I was returning a new item that was either faulty from new or developed a fault within the first few months, I would absolutely expect a brand new replacement. However, if it developed a fault within the last month of the warranty period (and you indicate your warranty is close to expiring), a refurbished model with a 90-day warranty wouldn't be an issue.

Agreed. A warranty replacement will generally replace an item with one of a similar age, not with a new one. If my car went in to the dealer for a warranty repair, I would not expect them to give me a new car.

Quote:

There are usually different grades of refurbished items, and as long as they are using Grade A returns that have either been returned because someone just changed their mind and there is nothing wrong with it, or there was a simple software fault that has been rectified, then there should be no problem. And these are likely the exact kind of items they are likely to use for warranty returns.

There's absolutely no reason to think that a refurbished device will be less reliable than a new one. I've bought a couple of refurbished Kindles with no problems at all. Nor have I heard of other people having problems with them.

soulfuldog · 09-25-2014, 06:45 AM

True, my Mum is still using her Kindle Keyboard that was bought as a refurbished model 3 years ago. I think she's had to reboot it twice in the whole time she's had it, apart from that it works perfectly.

John F · 09-25-2014, 12:48 PM

I've heard the argument that refurbs are actually better, because they go through additional QC checks.

dordale · 09-25-2014, 03:01 PM

To add to the "there's nothing wrong with refurbished" argument, I bought my Sony PRS-350 as a refurbished unit from Sony a little over three years ago. Used it heavily for the first two years I had it--before getting my KPW2. Still use it on occasion. Have never had any problems with it--and if it hadn't been labeled as a refurbished unit, there is no way I would have known.

09-23-2014, 07:44 PM	#1
MacEachaidh Browser Posts: 745 Karma: 578294 Join Date: Apr 2010 Location: Australia Device: Kobo Touch, Kobo Aura HD	The Zen of Replacement Hardware Wow, so disappointing. My Kobo Aura HD has been misbehaving since I got it. I've had several discussions with Kobo Customer Suspense, I mean Support, and finally was encouraged to seek a replacement, since my warranty was close to expiring. What I didn't realise was that a) I'd be sent a second-hand unit as a replacement, and b) the warranty on the replacement would be only 90 days. I received the replacement last night, and have already had to call Support on it because it keeps bricking, even in the setup, trying to load just the f/w update it received from the Desktop. It's clearly an old device, because it resets to f/w 2.5.0 when factory reset (which I've had to do twice now, to recover the device). Customer Support evaded the topic of replacing it again, and left me with a "use it for a while and see how you go" position. I'm very unhappy, and would appreciate advice. I'm grateful to Kobo for being willing to replace faulty hardware, but disappointed to receive a second-hand unit that is clearly worn (the back, at the peak of the folds, is scuffed and almost colourless; it's clearly had some rough use; and the peel-off screen protector has grit and hair stuck under it, so I doubt it was refurbished in a particularly clean environment), and one that is already faulty, right out of the box. Odds are good, I would think, that it's going to fail in a short period of time. Even if it staggers on, being intermittently uncooperative, I feel like I'm getting far less for my money than if I had simply gotten a non-faulty device in the first place. Should I just contact Kobo again and say, "Sorry, not OK, please replace it"? What would others do?

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09-23-2014, 07:51 PM	#2
JSWolf Resident Curmudgeon Posts: 79,745 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	I would contact Kobo again and ask for a replacement. It's unacceptable to get a poor replacement. You paid for a wirking unit and working you should get. My mother's Sony Reader PRS-600 had one of the faulty screens made by LG that did not work in sunlight. Sony sent a replacement and the screen was of lesser contrast. I then called Sony again to request yet another replacement because what they sent the first time was not acceptable.

09-24-2014, 07:23 AM	#4
soulfuldog I ♥ Calibre Posts: 2,073 Karma: 5678911 Join Date: Aug 2011 Location: UK Device: Kindle Oasis, Voyage, Sony PRS-350, Hudl2	There should be nothing wrong with getting a refurb as a replacement, so don't let that sour you. But if you are having problems with the replacement, as has already been suggested, get back in touch with Kobo and ask them to replace it again as it is not working properly. It's a PITA but even if you have to do it more than once, you should be able to get a perfectly good refurbed Aura HD and be very happy with it, regardless of the warranty only being 90 days.

09-24-2014, 07:36 AM	#5
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Pretty much all companies will send you a refurbished device as a warranty replacement, but that absolutely shouldn't mean that it's sub-standard. I agree with the advice you've already received: complain about it.

09-24-2014, 08:45 AM	#6
cybmole Wizard Posts: 3,720 Karma: 1759970 Join Date: Sep 2010 Device: none	so when is a 1 year guarantee not a one year guarantee ? what I'm reading in this thread is that it is commonplace for manufactures to send out a refurb unit in response to a guarantee claim. but if they only offer 90 days on that then surely the original guarantee is not being fully honored. When I buy a consumer goods item, new, with 12 month guarantee, I would reasonably then expect to be supplied with as many replacement items as are needed to make it though that 12 month period ? otherwise we have the scenario of buy a new item - which breaks after 31 days, claim & get a 90 day guarantee only refurb replacement which then breaks after another 91 days.... are folks here saying there would be no 2nd replacement, & that that is legal ?

09-24-2014, 10:48 PM	#9
filmo Wizard Posts: 1,326 Karma: 1077205 Join Date: Jun 2011 Device: Kobo Touch, Sony T1, Kobo Mini	It's normal to sell refurbished devices as refurbished at discounted price.

09-25-2014, 01:45 AM	#10
cybmole Wizard Posts: 3,720 Karma: 1759970 Join Date: Sep 2010 Device: none	outside of ebook hardware, I am pretty sure that the new consumer goods I own come with a a guarantee that says will will repair it... & if we can't repair it we will replace it... and there's no "with a used/refurbed item" caveat. I can't think of a case where I have had something fail AND be not repairable under guarantee though. I can see the logistics logic for an ebook maker to say send us your faulty one for repair & we will send you one we repaired earlier, as that speeds up the cycle, and does not waste working parts - I have read that amazon also do that for Kindles - but it should be explicit in the guatantee T&C

09-25-2014, 06:10 AM	#11
soulfuldog I ♥ Calibre Posts: 2,073 Karma: 5678911 Join Date: Aug 2011 Location: UK Device: Kindle Oasis, Voyage, Sony PRS-350, Hudl2	I'm not sure if there are established procedures, but if I was returning a new item that was either faulty from new or developed a fault within the first few months, I would absolutely expect a brand new replacement. However, if it developed a fault within the last month of the warranty period (and you indicate your warranty is close to expiring), a refurbished model with a 90-day warranty wouldn't be an issue. There are usually different grades of refurbished items, and as long as they are using Grade A returns that have either been returned because someone just changed their mind and there is nothing wrong with it, or there was a simple software fault that has been rectified, then there should be no problem. And these are likely the exact kind of items they are likely to use for warranty returns.

09-25-2014, 06:45 AM	#13
soulfuldog I ♥ Calibre Posts: 2,073 Karma: 5678911 Join Date: Aug 2011 Location: UK Device: Kindle Oasis, Voyage, Sony PRS-350, Hudl2	True, my Mum is still using her Kindle Keyboard that was bought as a refurbished model 3 years ago. I think she's had to reboot it twice in the whole time she's had it, apart from that it works perfectly.

09-25-2014, 12:48 PM	#14
John F Grand Sorcerer Posts: 7,941 Karma: 70583139 Join Date: Feb 2009 Device: Kobo Clara 2E	I've heard the argument that refurbs are actually better, because they go through additional QC checks.

09-25-2014, 03:01 PM	#15
dordale Wizard Posts: 1,731 Karma: 3472866 Join Date: Apr 2008 Device: Sony PRS-650 & 350; Kindle Voyage; Kobo Aura HD, Aura One, and Forma	To add to the "there's nothing wrong with refurbished" argument, I bought my Sony PRS-350 as a refurbished unit from Sony a little over three years ago. Used it heavily for the first two years I had it--before getting my KPW2. Still use it on occasion. Have never had any problems with it--and if it hadn't been labeled as a refurbished unit, there is no way I would have known.

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