How to deal with Kobo?

[Gadgetguy]

Hello all, i have purchased a brand new Forma unit from Kobo.

They sent me a refurbished unit instead of a new one (there were many fingerprints on the unit, diverse books from the previous user were not removed, usb plug is visibly well worn etc...)

When talking to customer service on Saturday they promised to promptly send instructions by email for sending the unit back and then they would send a proper new unit.

However since Saturday there is no more communication.

Do I file a claim with visa? Or what other steps can I take?

This is my first experience with a (top of the line) kobo and so far I am very disappointed....

Thank you for any suggestions

[Cootey]

Sometimes dealing with Kobo customer support can be sluggish. Did they provide a case number? Did you copy the chat, or receive a copy of the chat in email? Either way, I’d contact them again, tell them what was decided on Saturday, and ask for an update. Having a copy of the chat or case number would speed that conversation up.

I’ve not heard of Kobo mailing out a refurb on a new sale. Very unusual if true. I’m glad you contacted them immediately.


Sent from my iPhone using Tapatalk Pro

[astoriedsoul]

Originally Posted by Gadgetguy

Hello all, i have purchased a brand new Forma unit from Kobo.

They sent me a refurbished unit instead of a new one (there were many fingerprints on the unit, diverse books from the previous user were not removed, usb plug is visibly well worn etc...)

When talking to customer service on Saturday they promised to promptly send instructions by email for sending the unit back and then they would send a proper new unit.

However since Saturday there is no more communication.

Do I file a claim with visa? Or what other steps can I take?

This is my first experience with a (top of the line) kobo and so far I am very disappointed....

Thank you for any suggestions

I wonder why they sent a refurb instead of a new unit. They're supposed to disclose if they do that (at least that's my understanding). Otherwise, they're supposed to send a new unit. They sent me a new one both times I had to make returns. Odd. Make sure you have copies of your chat, reference numbers, etc. Hopefully it was a simple oversight.

[Gadgetguy]

Thank you both.

Yes, I have a case number and chat transcript and I also have screenshots of the preloaded (by someone else) books.

The challenge is that after the initial contact (on Saturday) I am unable to reach them.

I have emailed them as well (using the web form on their site).

I hope I get some kind of reply soon as I am really not happy with this.

I will give updates here.

[astoriedsoul]

Originally Posted by Gadgetguy

Thank you both.

Yes, I have a case number and chat transcript and I also have screenshots of the preloaded (by someone else) books.

The challenge is that after the initial contact (on Saturday) I am unable to reach them.

I have emailed them as well (using the web form on their site).

I hope I get some kind of reply soon as I am really not happy with this.

I will give updates here.

If you're not getting anywhere with them through email or their online chat through their website, try them on Twitter (should be @KoboHelp). I had better luck getting help there--a thousand theories why.

Good luck!

[Gadgetguy]

Originally Posted by astoriedsoul

If you're not getting anywhere with them through email or their online chat through their website, try them on Twitter (should be @KoboHelp). I had better luck getting help there--a thousand theories why.

Good luck!

Thank you, was able to reach them today via chat.

They promised a solution in the next 1-2 days. Lets see...

The previous promise (which I got on Saturday - promising a solution in 2 days) they did not deliver on...

[Barbara1955]

I wonder Who got Your New one ....

[Gadgetguy]

Originally Posted by Barbara1955

I wonder Who got Your New one ....

Was there ever a new one? I think someone in their warehouse just messed up...

But to be honest this experience is really disappointing.

I contacted Kobo now many times (each time a long chat) and they seem to be totally lost. (I also sent emails - to which no one replied so far)

I got yesterday an email confirming my details (which they already have as part of my original order). They will (should) send me now a label so I can return the used device.

I thought Kobo is a great company - but to be honest, after this experience I think they are an awful company.

Great companies
- send out replacements first and expect returns after (of course they will charge you if you do not return)
-> kobo wants you to return then they will replace - in a process that takes 3 + weeks during which you have no device

Great companies
- compensate you for a hassle caused if they make a mistake
-> Kobo gave me a $15 store credit (which means zero to me as I do not use their store and I have no plan to do so ever)

Great companies
- give correct details when it comes to issues like that
-> Kobo promised many things (for example a week ago they said this would be sorted in 2 days) but so far most of the promises turned out to be lies

Amazon may have an inferior product in the Oasis (and also more expensive) but at least they correctly react if there is a mess.

Kobo -> failed in a big way!!!

[Barbara1955]

Kobo may have hired New folks After all Canada is Also in a Pandic of Cova-19
The Few times I had to contact Kobo I received EXCELLENT Service. When my 3rd Clara fell apart Kobo sent me a BRAND New Clara even tho it was 11 months old at the time. They told me do to customs might take a month... then Snail mail in the US is just that Snail mail. I got in 7 Days!

[MGlitch]

Originally Posted by Gadgetguy

Great companies
- compensate you for a hassle caused if they make a mistake
-> Kobo gave me a $15 store credit (which means zero to me as I do not use their store and I have no plan to do so ever)

Kobo -> failed in a big way!!!

Honestly if you’re never going to buy a book from them you’re barely a customer in their eyes. Well rather you should be barely a customer. Since that’s where they actually make their money and all. However this is a typical method used, even by your vaunted Amazon CS, give a gift card or credit usable in their ecosystem.

Also you might want to be mindful of calling people liars. One could make a case that you’ve lied in your representation of events since initially in another post you stated the books were not on your device until after you’d sideloaded content. And here you’re implying it came to you with those books on it.

[JSWolf]

I bought a book from Kobo the other day.

[astoriedsoul]

Originally Posted by Gadgetguy

Great companies
- send out replacements first and expect returns after (of course they will charge you if you do not return)
-> kobo wants you to return then they will replace - in a process that takes 3 + weeks during which you have no device

Great companies
- compensate you for a hassle caused if they make a mistake
-> Kobo gave me a $15 store credit (which means zero to me as I do not use their store and I have no plan to do so ever)

Great companies
- give correct details when it comes to issues like that
-> Kobo promised many things (for example a week ago they said this would be sorted in 2 days) but so far most of the promises turned out to be lies

Amazon may have an inferior product in the Oasis (and also more expensive) but at least they correctly react if there is a mess.

Kobo -> failed in a big way!!!

Considering the world is in the middle of a pandemic that is affecting staffing, shipping times, etc., it's understandable that there might be delays or mixups, and upon further consideration, this incident sounds like a staff member just got mixed up or an item got mislabeled/erroneously shelved. I've been a Kobo user for many years, and I have never had an issue with how they've treated me as a customer, and I've never had a problem with their service.

I'd be wary of calling people liars, and I'd be hard pressed to think they "promised" a specific time frame for a reply. They've always given a ballpark in my experience (a "few" days or "2-4 days").

So, I'm not sure what you expect them to do. It sounds like they absolutely made every attempt to correct their mistake ($15 store credit when you're not even a "customer" since you don't buy from them). They don't make a huge profit on their ereaders--that comes from buying content, and they gave you free content for your trouble. Therefore, they took a hit to help correct your problem.

When you agree to do the return, you agree to the methods and expectations set by Kobo for how they handle their returns. The sending back for replacement is pretty standard. If I remember correctly, when I had to return a Nook to BN.com several years ago, they handled it the same way.

So, it sounds like Kobo absolutely:

-compensated you for the hassle
-was clear and followed their policies as outlined to you in consideration of current events
-are giving you correct details about how the returns will be handled (your other claims of "promises" are vague and I don't know what they'd "promise" you).
-your expectations of how they should handle a return to be a "great" company is moot. This is how they handle them and you agreed to that.

If I wanted to get political, Kobo pays their taxes, treats their employees fairly, and places value on their product and customers. Amazon does not pay taxes, operates on the backs of over-worked and under-paid employees, and sees people as numbers.

I'll stick with Kobo.

[Gadgetguy]

Originally Posted by MGlitch

Also you might want to be mindful of calling people liars. One could make a case that you’ve lied in your representation of events since initially in another post you stated the books were not on your device until after you’d sideloaded content. And here you’re implying it came to you with those books on it.

Yes, I have sideloaded my books. But additional books were on the unit, in languages I do not speak (In chinese, italian etc.). Books I do not have.

So yes, there were books on the unit (and fingerprints, and worn out USB connector etc.).

And yes they lied as they made promises (which I have in writing! - several times) which they have not kept. And I told this directly to Kobo too (and I have a record of that conversation as well)

And no I did not make incorrect statements - sorry if I created such impression...

I am very careful with any statement I make - that is why I did not say a word until after the third (documented) incorrect statement/promise made by Kobo...

[Gadgetguy]

Just to agree with the positive comments made about Kobo: maybe I am overreacting and it is clear that my case is the exception not the rule.

But this was my first experience with them - and getting multiple times no help (and misleading promises) was just too disappointing.

On my first order I bought two e-readers (the second one is still unopened for a birthday later this month) and a spent a lot of money on those orders.

I expected better to be honest.

I had (very rarely) issues like this with other companies and in those rare cases they were resolved in a much more professional and timely manner.

Yes, it is Covid19 - so just tell me you need 7 days to take certain steps. But when you tell me you need two days, then please do it in 2...

[Gone]

Originally Posted by Gadgetguy

Just to agree with the positive comments made about Kobo: maybe I am overreacting and it is clear that my case is the exception not the rule.

But this was my first experience with them - and getting multiple times no help (and misleading promises) was just too disappointing.

It depends on the company.

Some won't ask any question and refund or replace.

Others will just replace.

Your case is a very strange one. I can't understand how a used unit with books and fingerprints on it etc. was sent to you in the first place. Even if it was a refurbished unit, it should have been clean. Makes no sens. Other than someone on the chain took your ereader and replaced with his. Even that makes no sens.