Kobo customer services

hermano · 07-26-2022, 09:40 AM

Hi folks,
Has anyone had dealings with Kobo customer services? I contacted them 3 weeks ago as my Forma was not working properly (page not refreshing, this lots of artifacts from previous pages overlapping).

Went through all options regarding back to factory settings, installing via WiFi and app etc etc....after about 2 hours they agreed fault and said they would replace under warranty (with a refurbished unit). I was told I would receive tracking information regards replacement.

Since then, nothing. I contacted them last week, they apologized and said they would "escalate this". Still nothing.

Just called them again. They said that they can see all previous communications but did not know why nothing sent out yet.... again they promised to "escalate".

Is this normal for Kobo customer services? I find it appalling. I am now having to go on holiday without an ereader....and who knows if and when a replacement will appear.

readologist · 07-26-2022, 09:51 AM

Quote:

Originally Posted by hermano

Hi folks,
Has anyone had dealings with Kobo customer services? I contacted them 3 weeks ago as my Forma was not working properly (page not refreshing, this lots of artifacts from previous pages overlapping).

Went through all options regarding back to factory settings, installing via WiFi and app etc etc....after about 2 hours they agreed fault and said they would replace under warranty (with a refurbished unit). I was told I would receive tracking information regards replacement.

Since then, nothing. I contacted them last week, they apologized and said they would "escalate this". Still nothing.

Just called them again. They said that they can see all previous communications but did not know why nothing sent out yet.... again they promised to "escalate".

Is this normal for Kobo customer services? I find it appalling. I am now having to go on holiday without an ereader....and who knows if and when a replacement will appear.

I have had almost the same thing (faulty Libra 2 for freezing, etc). Well within warranty. Said that they would replace followed by a flurry of communications. Emailed me a shipping label and RMA form and then........silence??? Now I don't know if I should send the faulty unit back because I may wind up with nothing. Seems like a chicken/egg kind of thing since their communications do not say I must send old unit back before they send replacement. Actually they imply the reverse.
Just shitty customer service but I have decided to escalate a bit. Informed the Florida State consumer fraud department of the case and may decide on further measures. Their behavior is deceptive - they received my defective unit and then also dead silence. They actually went as far as to tell me that the tracking number for the returned item was the tracking number for their supposed shipment of the new replacement! You'd think that Kobo should be embarassed.

Josieb1 · 07-26-2022, 02:12 PM

Customer Service for Kobo is appalling. I bought two ereaders and a case last year. I wasn’t happy with either e-reader so I asked for a return. I did get my refund promptly but I still have all three items as they won’t provide any details to return them. They keep saying they can’t arrange a collection because of covid. I’ve given up chasing them now.

Ned · 07-26-2022, 02:31 PM

Not my experience at all.

I have rung once (I'm in the UK) on the customer service number I found on Google.
A charming man answered immediately.
I described the problem with my Forma, 1.3/4 years old, the device was frozen on the Connected and Charging screen. No buttons would do anything, including hard reset.
He said it was still within their 2 year guarantee, checked the rough date I bought it and email address I registered with (allowed me a couple of goes as I have loads) to confirm it was on their system and said they would send a replacement refurbished one. 7 to 10 days.

The track and trace system didn't work (its still showing as preparing for dispatch) but a Forma arrived by next day delivery, in a box marked Refurbished.
He wasn't interested in collecting the old one.

So apart from the tracking, their customer service was fine for me

hermano · 07-29-2022, 09:46 AM

Cheers folks, and I thought it was just me. 5days after being told for a second time that my situation is being "escalated" and they would get right back to me.... I have hear nothing since. Guess their time scale differs wildly from my expectations.

Maybe next week I may here something?

Dr. Drib · 07-29-2022, 10:13 AM

Quote:

Originally Posted by hermano

Cheers folks, and I thought it was just me. 5days after being told for a second time that my situation is being "escalated" and they would get right back to me.... I have hear nothing since. Guess their time scale differs wildly from my expectations.

Maybe next week I may here something?

While you (and I) wait, let me ask you an off-topic question: What kind of tobacco do you put in your pipe?

JSWolf · 07-29-2022, 11:16 AM

Quote:

Originally Posted by Dr. Drib

While you (and I) wait, let me ask you an off-topic question: What kind of tobacco do you put in your pipe?

None at all. I do have a Waterford crystal pipe. But it's never been used for smoking.

Cootey · 08-04-2022, 08:51 PM

Quote:

Originally Posted by hermano

Hi folks,
Has anyone had dealings with Kobo customer services? I contacted them 3 weeks ago as my Forma was not working properly (page not refreshing, this lots of artifacts from previous pages overlapping).

Went through all options regarding back to factory settings, installing via WiFi and app etc etc....after about 2 hours they agreed fault and said they would replace under warranty (with a refurbished unit). I was told I would receive tracking information regards replacement.

Since then, nothing. I contacted them last week, they apologized and said they would "escalate this". Still nothing.

Just called them again. They said that they can see all previous communications but did not know why nothing sent out yet.... again they promised to "escalate".

Is this normal for Kobo customer services? I find it appalling. I am now having to go on holiday without an ereader....and who knows if and when a replacement will appear.

I have a love/hate relationship with Kobo CS here in the States. I *generally* have nothing but negative experiences with the online chat, and *generally* nothing but positive experiences with telephone support. Overall, however, I feel Kobo does a good job and ultimately backs their products. Sometimes I have to work hard for results, though. By that I mean that you have to make a pain of yourself with constant follow-ups. Also, they are 🇸*🇱*🇴*🇼*. Be patient. It can take weeks to get things moving along. Also, I suspect they use pack mules to transport their products from Canada to Utah via New York, but I have no evidence to prove that.

Sent from my iPhone using Tapatalk Pro

Uncle Robin · 08-04-2022, 11:02 PM

Quote:

Originally Posted by Cootey

I have a love/hate relationship with Kobo CS here in the States. I *generally* have nothing but negative experiences with the online chat, and *generally* nothing but positive experiences with telephone support.

This mirrors my own experience, although I've bought hardware direct from Kobo so my CS enquiries have all been about ebooks and points.

jberd · 08-12-2022, 10:37 AM

I'm not sure if Kobo customer service is malicious or inept.
(The people I talk to are nice, but they don't have any control over
anything, they can only take down information that others there are
supposed to do something with.)

I ordered a Kobo Forma on their website, then I tried to immediately
cancel it (the website said that I can do that). The website said that
I hadn't actually placed the order and so I couldn't cancel it. When
I talked to a representative I was told that I never ordered it.

It was sent to me anyhow, although the box had no receipt or order
number. I checked the website, where my order finally showed up,
although it said it my order hadn't shipped yet. I checked my credit
card, and I was billed for it. I've chatted with several
representatives trying to return it (as the website said that I
can), with no luck so far. One representative slipped up and
accidentally sent me some return labels, but I was immediately told
that I couldn't use them, and no new labels have been forthcoming. I think
my return request was actually canceled.

readologist · 08-12-2022, 02:26 PM

I think it's neither - but possibly has to do with some aspects of Japanese culture. After having traveled and worked in Japan for many years, I learned that often when a Japanese colleague or friend says yes, it means "I have heard what you said"; and does not always mean "I agree with you" or "yes".

I think the first line customer service reps are just listeners with absolutely no authority - they merely report to the next level (and they are very nice!).
In my case after many conversations, I have finally been promised a replacement for my defective Libra 2. This is after almost 4 weeks of silence although I'll believe it when I see it.

They probably have several layers of management to go through (again typical of Japanese businesses that I have seen) and very few decision makers. It's not typical of a well-run business (contrast Amazon ) but I don't think it's malicious.

Deobulakenyo · 08-13-2022, 12:05 AM

Quote:

Originally Posted by readologist

I think it's neither - but possibly has to do with some aspects of Japanese culture. After having traveled and worked in Japan for many years, I learned that often when a Japanese colleague or friend says yes, it means "I have heard what you said"; and does not always mean "I agree with you" or "yes".

I think the first line customer service reps are just listeners with absolutely no authority - they merely report to the next level (and they are very nice!).
In my case after many conversations, I have finally been promised a replacement for my defective Libra 2. This is after almost 4 weeks of silence although I'll believe it when I see it.

They probably have several layers of management to go through (again typical of Japanese businesses that I have seen) and very few decision makers. It's not typical of a well-run business (contrast Amazon ) but I don't think it's malicious.

In my case, I first reported about my problems in my Libra 2 last year, probably around November, and the CS advised to reformat the device. I just left it at that.

Then around May or June (memory is bad), I reported again my problem and immediately the CS said I am now entitled to a free replacement. CS conversations seemed to be archived and accessed everytime you talk to CS. He/she sent me a link (request for replacement) to fill out my details and after a day, my replacement request was approved. Replacement Device came from somewhere in Europe (Netherlands or Norway, like I said, bad memory) to Philippines.

They did not even asked me to send back the old Libra 2.

John F · 08-13-2022, 05:34 AM

Quote:

Originally Posted by readologist

I think it's neither - but possibly has to do with some aspects of Japanese culture. After having traveled and worked in Japan for many years, I learned that often when a Japanese colleague or friend says yes, it means "I have heard what you said"; and does not always mean "I agree with you" or "yes".

...

Maybe not "malicious or inept", but it would be very poor customer service. If Kobo is using customer service that can't communicate effectively with its customers, then that is poor customer service.

readologist · 08-13-2022, 08:01 AM

Quote:

Originally Posted by John F

Maybe not "malicious or inept", but it would be very poor customer service. If Kobo is using customer service that can't communicate effectively with its customers, then that is poor customer service.

Absolutely correct. Maybe a Kobo person senior enough to make a change is reading this forum

but I doubt it. In any case, they're probably struggling to compete with Amazon like everyone else in the ereader market and wouldn't invest much in better customer service/support.

hermano · 08-14-2022, 08:44 AM

Quick update...Now around 5 weeks since Kobo UK agreed to replace my faulty Forma under warranty. Since then I have phoned, messenger messaged and Twitter messaged umpteen times.
Always informed that they will escalate my issue and they can see that shipment is imminent.
Today informed that item has been shipped and will be with me shortly...but have expressed my disbelief as no tracking information available.

Really is appalling service.....and although this is my third Kobo it will make me think long and hard about another.

07-26-2022, 09:40 AM	#1
hermano Connoisseur Posts: 66 Karma: 14 Join Date: Nov 2009 Device: cybook gen 3	Kobo customer services Hi folks, Has anyone had dealings with Kobo customer services? I contacted them 3 weeks ago as my Forma was not working properly (page not refreshing, this lots of artifacts from previous pages overlapping). Went through all options regarding back to factory settings, installing via WiFi and app etc etc....after about 2 hours they agreed fault and said they would replace under warranty (with a refurbished unit). I was told I would receive tracking information regards replacement. Since then, nothing. I contacted them last week, they apologized and said they would "escalate this". Still nothing. Just called them again. They said that they can see all previous communications but did not know why nothing sent out yet.... again they promised to "escalate". Is this normal for Kobo customer services? I find it appalling. I am now having to go on holiday without an ereader....and who knows if and when a replacement will appear.

07-26-2022, 02:12 PM	#3
Josieb1 Grand Sorcerer Posts: 5,086 Karma: 18051062 Join Date: Nov 2009 Location: UK Device: Kindle Scribe, Coloursoft, PW SE, Kindle 6, Kobo Libra 2	Customer Service for Kobo is appalling. I bought two ereaders and a case last year. I wasn’t happy with either e-reader so I asked for a return. I did get my refund promptly but I still have all three items as they won’t provide any details to return them. They keep saying they can’t arrange a collection because of covid. I’ve given up chasing them now. Last edited by Josieb1; 07-26-2022 at 02:14 PM.

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07-26-2022, 02:31 PM	#4
Ned Ebook reader Posts: 389 Karma: 5899335 Join Date: Oct 2008 Location: York, England Device: Kobo Aura H2O (ed 2, v1), Kobo Forma, Kobo Libra 2	Not my experience at all. I have rung once (I'm in the UK) on the customer service number I found on Google. A charming man answered immediately. I described the problem with my Forma, 1.3/4 years old, the device was frozen on the Connected and Charging screen. No buttons would do anything, including hard reset. He said it was still within their 2 year guarantee, checked the rough date I bought it and email address I registered with (allowed me a couple of goes as I have loads) to confirm it was on their system and said they would send a replacement refurbished one. 7 to 10 days. The track and trace system didn't work (its still showing as preparing for dispatch) but a Forma arrived by next day delivery, in a box marked Refurbished. He wasn't interested in collecting the old one. So apart from the tracking, their customer service was fine for me

07-29-2022, 09:46 AM	#5
hermano Connoisseur Posts: 66 Karma: 14 Join Date: Nov 2009 Device: cybook gen 3	Cheers folks, and I thought it was just me. 5days after being told for a second time that my situation is being "escalated" and they would get right back to me.... I have hear nothing since. Guess their time scale differs wildly from my expectations. Maybe next week I may here something?

08-12-2022, 10:37 AM	#10
jberd Enthusiast Posts: 32 Karma: 10 Join Date: Mar 2015 Device: Kobo Aura H2o	I'm not sure if Kobo customer service is malicious or inept. (The people I talk to are nice, but they don't have any control over anything, they can only take down information that others there are supposed to do something with.) I ordered a Kobo Forma on their website, then I tried to immediately cancel it (the website said that I can do that). The website said that I hadn't actually placed the order and so I couldn't cancel it. When I talked to a representative I was told that I never ordered it. It was sent to me anyhow, although the box had no receipt or order number. I checked the website, where my order finally showed up, although it said it my order hadn't shipped yet. I checked my credit card, and I was billed for it. I've chatted with several representatives trying to return it (as the website said that I can), with no luck so far. One representative slipped up and accidentally sent me some return labels, but I was immediately told that I couldn't use them, and no new labels have been forthcoming. I think my return request was actually canceled.

08-12-2022, 02:26 PM	#11
readologist Enthusiast Posts: 46 Karma: 314 Join Date: Aug 2018 Device: Kobo Libra H20, Libra 2	I think it's neither - but possibly has to do with some aspects of Japanese culture. After having traveled and worked in Japan for many years, I learned that often when a Japanese colleague or friend says yes, it means "I have heard what you said"; and does not always mean "I agree with you" or "yes". I think the first line customer service reps are just listeners with absolutely no authority - they merely report to the next level (and they are very nice!). In my case after many conversations, I have finally been promised a replacement for my defective Libra 2. This is after almost 4 weeks of silence although I'll believe it when I see it. They probably have several layers of management to go through (again typical of Japanese businesses that I have seen) and very few decision makers. It's not typical of a well-run business (contrast Amazon ) but I don't think it's malicious.

08-14-2022, 08:44 AM	#15
hermano Connoisseur Posts: 66 Karma: 14 Join Date: Nov 2009 Device: cybook gen 3	Quick update...Now around 5 weeks since Kobo UK agreed to replace my faulty Forma under warranty. Since then I have phoned, messenger messaged and Twitter messaged umpteen times. Always informed that they will escalate my issue and they can see that shipment is imminent. Today informed that item has been shipped and will be with me shortly...but have expressed my disbelief as no tracking information available. Really is appalling service.....and although this is my third Kobo it will make me think long and hard about another.

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