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Old 07-21-2015, 11:32 AM   #1
pelissarim
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DELETE ME!
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Old 07-21-2015, 12:18 PM   #2
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Unfortunately, that's the way they roll. I received an H2O with a faulty screen and had to pay to ship it back to them. Nice. It's just a very different experience when you are used to working with other companies.
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Old 07-21-2015, 12:36 PM   #3
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That's par for the course, sorry.
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Old 07-21-2015, 01:11 PM   #4
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Bloody hell, good to know. Should I just return to sender on the package?
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Old 07-21-2015, 01:40 PM   #5
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Guess it is time to go thought the motions of a disgruntled customer.
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Old 07-21-2015, 04:55 PM   #6
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Unfortunately, it depends on where you are. Kobo sent me my replacement Aura HD (my unit had stopped charging) free of charge and included a return pouch with free shipping. However, it seems like they only do that for warranty returns in Canada.
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Old 07-21-2015, 05:13 PM   #7
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Deleting the original message means the thread is worthless. Please go back and report again.
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Old 07-21-2015, 05:58 PM   #8
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The O/P had initially ordered both a Kobo reader (forget which model) and a case from Kobo. Then they changed their mind and wanted to cancel the case, and got in touch with Kobo Support who was unable to change the order.

The O/P then received the reader and case and was annoyed that they would have to pay shipping fees to return the case to Kobo.

I think one of the things people should realize is that the Kobo Support staff seem to be more focused on issues with eReaders and the content, and NOT on handling the support for physical items ordered via the website. In fact, physical orders appear to be a complete after-thought to Kobo.
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Old 07-21-2015, 07:36 PM   #9
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Quote:
Originally Posted by PeterT View Post
The O/P had initially ordered both a Kobo reader (forget which model) and a case from Kobo. Then they changed their mind and wanted to cancel the case, and got in touch with Kobo Support who was unable to change the order.
Contacted them right after placing the order (I believe they posted 15 min.). It's not like they waited days to try and cancel it. It's not unreasonable to expect there be some mechanism for canceling an order in full or in part.


Quote:
I think one of the things people should realize is that the Kobo Support staff seem to be more focused on issues with eReaders and the content, and NOT on handling the support for physical items ordered via the website. In fact, physical orders appear to be a complete after-thought to Kobo.
Then maybe they should work on getting more retail partners and not sell direct at all. Or since they're owned by one of the largest retailers in the world direct people there and sell the devices through Rakuten (who right now only offers some older models).
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Old 07-22-2015, 08:56 PM   #10
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Quote:
Originally Posted by AnemicOak View Post
Contacted them right after placing the order (I believe they posted 15 min.). It's not like they waited days to try and cancel it. It's not unreasonable to expect there be some mechanism for canceling an order in full or in part.
That is reasonable, yes.

Quote:
Originally Posted by AnemicOak View Post
Then maybe they should work on getting more retail partners and not sell direct at all. Or since they're owned by one of the largest retailers in the world direct people there and sell the devices through Rakuten (who right now only offers some older models).
You'd think that would be a good idea, but they've avoided it for three plus years now.
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Old 07-23-2015, 06:39 AM   #11
pelissarim
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Hey Everyone, thanks for the answers, but I figured I was complaing to much and wanted to delete my thread lol.

I actually got everything all settled.
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