Libra Replacement Device

astoriedsoul · 05-04-2020, 01:25 PM

If this is the wrong place to post this, I apologize. I'm new to this forum and I hate that this is my first post.

I was given the Kobo Libra as a Valentine's gift in February and noticed after a couple of months that the screen was separating from the bezel on the side where the page turn buttons are located.

I contacted Kobo about a replacement since this was covered by warranty, started that process, and sent my device back as instructed. Now, I'm sitting in an unbearable limbo waiting for my replacement to be sent.

The customer service was slightly less than stellar, and I wasn't given any kind of ETA. I found out today that I could be without a device for a month (this is really disheartening because I'm at college).

For those of you who have recently dealt with Kobo for replacements, about how quickly did you get your device back?

Thank you.

ottdmk · 05-04-2020, 01:46 PM

I've dealt with Kobo on a replacement in the past, and the service was stellar. Keep in mind that everything is slowed down currently thanks to the pandemic.

PeterT · 05-04-2020, 03:43 PM

How have you been dealing with customer support?

astoriedsoul · 05-04-2020, 05:07 PM

Quote:

Originally Posted by PeterT

How have you been dealing with customer support?

I've only had the option (as far as I can tell) of talking to them with their online chat services. It appears that they've disabled their phone service because of the pandemic situation.

I'm trying to give them another week before I start to worry, as I know things in general are slower because of the current situation.

PeterT · 05-05-2020, 07:19 AM

Some folks have had luck in reaching out via twitter to Kobo.

astoriedsoul · 05-21-2020, 01:13 PM

Just an update, but I finally received my replacement device after four weeks.

Now, I'm faced with a replacement device that appears to have a dead pixel problem. Is there anyway to fix this without going through the replacement process again?

05-04-2020, 01:25 PM	#1
astoriedsoul Enthusiast Posts: 30 Karma: 10 Join Date: May 2020 Location: Texas, USA Device: Kobo Libra 2, Kobo Libra H2O, Kobo Glo HD, Kobo Arc 7, iPad Mini 2	Replacement Device If this is the wrong place to post this, I apologize. I'm new to this forum and I hate that this is my first post. I was given the Kobo Libra as a Valentine's gift in February and noticed after a couple of months that the screen was separating from the bezel on the side where the page turn buttons are located. I contacted Kobo about a replacement since this was covered by warranty, started that process, and sent my device back as instructed. Now, I'm sitting in an unbearable limbo waiting for my replacement to be sent. The customer service was slightly less than stellar, and I wasn't given any kind of ETA. I found out today that I could be without a device for a month (this is really disheartening because I'm at college). For those of you who have recently dealt with Kobo for replacements, about how quickly did you get your device back? Thank you.

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05-04-2020, 01:46 PM	#2
ottdmk Wizard Posts: 1,220 Karma: 3804496 Join Date: Feb 2012 Location: Ottawa, Ontario, Canada Device: Kobo Libra 2, Lenovo Tab M10 FHD Plus, Lenovo Tab M9	I've dealt with Kobo on a replacement in the past, and the service was stellar. Keep in mind that everything is slowed down currently thanks to the pandemic.

05-04-2020, 03:43 PM	#3
PeterT Grand Sorcerer Posts: 13,525 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	How have you been dealing with customer support?

05-05-2020, 07:19 AM	#5
PeterT Grand Sorcerer Posts: 13,525 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	Some folks have had luck in reaching out via twitter to Kobo.

05-21-2020, 01:13 PM	#6
astoriedsoul Enthusiast Posts: 30 Karma: 10 Join Date: May 2020 Location: Texas, USA Device: Kobo Libra 2, Kobo Libra H2O, Kobo Glo HD, Kobo Arc 7, iPad Mini 2	Just an update, but I finally received my replacement device after four weeks. Now, I'm faced with a replacement device that appears to have a dead pixel problem. Is there anyway to fix this without going through the replacement process again?

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