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Old 02-08-2021, 07:11 AM   #1
Colonel Cathcart
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Unhappy Not getting response from Kobo support. Is that typical?
Same day I made this bug report post I also emailed Kobo support (help@kobobooks.com). That was a week ago. So far I got no response, automated or otherwise. Is that the correct email? Is this type of silent treatment typical?
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Old 02-08-2021, 08:15 AM   #2
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The bug reports in this forum aren't viewed officially by Kobo; it's possible someone from Kobo might lurk and see it, but I would not count on it.
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Old 02-08-2021, 08:18 AM   #3
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I've never had to contact Kobo support through email, but from what I've read here on the forums, it can take several days at the best of times. Add in the mess that Covid has made everywhere and most places of business are very short-staffed. I'd give it a bit more time.
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Old 02-08-2021, 10:19 AM   #4
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You might also want to remember that Kobo does not have official support for Hebrew or Arabic. If you can reproduce your issue with a supported language such as Japanese, that would likely get more attention.
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Old 02-12-2021, 12:19 PM   #5
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Originally Posted by Colonel Cathcart View Post
Same day I made this bug report post I also emailed Kobo support (help@kobobooks.com). That was a week ago. So far I got no response, automated or otherwise. Is that the correct email? Is this type of silent treatment typical?
Kobo should also have their live chat open on their website, or you can reach them through Twitter. I've used these to great success. However, they won't be able to assist you with issues not officially supported. So I'd try to reproduce the error and see if someone can fix your problem in this forum.

An aside: Covid is causing many companies to be extremely short-staffed due to regulations, budget cuts, etc., so I'd try to give them time in answering communications. I've never had them ignore me. However, this isn't a Kobo-affiliated forum, so their chance of helping you here are slim to none.
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Old 02-12-2021, 03:28 PM   #6
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If you can reproduce your issue with a supported language such as Japanese, that would likely get more attention.
I tried searching for public domain Japanese books but failed miserably. If anyone has a Japanese epub they can share I'd be more than happy to try reproducing the problem with it.

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Kobo should also have their live chat open on their website
Where? I can't seem to find it.
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Originally Posted by astoriedsoul View Post
or you can reach them through Twitter. I've used these to great success.
I didn't consider that option. I don't use social media.
Last edited by Colonel Cathcart; 02-12-2021 at 03:31 PM.
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Old 02-12-2021, 09:52 PM   #7
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Where? I can't seem to find it.
There is a "Feedback" button on every page. And help page has a "Chat" button.
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Old 02-13-2021, 12:04 AM   #8
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or you can reach them through Twitter. I've used these to great success.
I wonder if that's in any way related to your location? On the multiple occasions Kobo's Live Chat "support" options have provided as much support as an ice wand in the Sahara, I've tried Twitter, and been met with a deafening silence every time.
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Old 02-13-2021, 02:40 AM   #9
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There is a "Feedback" button on every page. And help page has a "Chat" button.
... I logged-in and found the chat button. Thank you.
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