Lack of support from Kobo

marcardis · 08-18-2011, 04:47 PM

I have purchased a number of ebooks from Kobo to read on my Kobo iPhone app.

These have all worked despite the very long time that the app takes to load.

I also downloaded the Kobo PC Reader.

Despite numerous emails to Kobo, the PC software refuses to display the books that I have purchased.

Last reply from Kobo:

Hi there! Your ticket (#306599) has been updated.

Just reply to this email to continue working with our Support Team. If this solves your request, drop us a quick note to let us know.

To review the status of the request and add additional comments, follow the link below:
http://kobo.zendesk.com/tickets/306599

Amrit K., Jun-05 17:45 (EDT):

Hi George,

We apologize for the misunderstanding. Please confirm that you are signed into the Kobo desktop application with the same email address and password you use for your Kobo account on your iphone. If you are signed into the application with the same information and the books do not appear, please try the following steps:

Please try signing out and back in (at which time, please click ALL BOOKS) . Once you sign in, if the book does not appear you can reset the book by trying the following steps:

1 Sign in to your online Kobo account at www.kobobooks.com
2 Go to the "My Library" and the "I'm Reading" section.
3 Delete your books from your "I'm Reading" list. It is only temporary.
4 Go to the "Library" and go to "Purchased " and click BOOKMARK>BOOKMARK PAGE 1
so that it goes back to your "I'm Reading" section.
5. Click on "Update Library" on the desktop application (this should load your books onto the desktop application).

If the issue persists, please sign out and uninstall the desktop application. Reinstall it from www.kobobooks.com/desktop and sign in.

Sincerely

The Kobo Team

Having gone through all their suggestions, the PC application still did not work.

My reply re this in June went unanswered.

Today I tried again to run the Kobo PC software and was told that a "critical update" was required.

I duly installed this and upon restarting Kobo PC found that the software still refused to display the books that I have purchased but invited me to buy new books.

I emailed Kobo today regarding this but have not had the courtesy of an acknowledgement or reply.

My advice:

Avoid Kobo completely.

Their software is seriously flawed

Their customer service is non-existant

Marcardis

siraks · 08-18-2011, 04:58 PM

Quote:

Originally Posted by marcardis

My advice:

Avoid Kobo completely.

Their software is seriously flawed

Their customer service is non-existant

Marcardis

it sucks you had bad support but i will not be taking your advice.
have you gone online into kobobooks and made sure your books are in the 'currently reading' tab of your purchases.

if they are not then they will not sync with any of your devices, it's one way i keep track of my books because i hate synching with my kobo and having the books downloaded all the time over and over again.

i briefly read through so not sure if you actually did do what i suggested but good luck.

i like my kobo, i have zero problems with my app on my android or my touch or my pc.

Joe563 · 08-18-2011, 05:03 PM

In my experience the Kobo customer service is definitely sub-par but I have never had problems with the desktop application.

A question, if you start the desktop application and the go to Account>Purchase History, can you see the books that you have purchased?

luqmaninbmore · 08-18-2011, 05:28 PM

Kobi support has given me free stuff on more than one occasion. I approve of them.

marcardis · 08-18-2011, 05:47 PM

Many thanks for your quick replies!

“it sucks you had bad support but i will not be taking your advice.
have you gone online into kobobooks and made sure your books are in the 'currently reading' tab of your purchases.

if they are not then they will not sync with any of your devices, it's one way i keep track of my books because i hate synching with my kobo and having the books downloaded all the time over and over again.

i briefly read through so not sure if you actually did do what i suggested but good luck.

i like my kobo, i have zero problems with my app on my android or my touch or my pc.”

All my books display in the 'Currently Reading' tab.

I have followed their suggestions re deleting them and reinstalling but that does not work.

“In my experience the Kobo customer service is definitely sub-par but I have never had problems with the desktop application.

A question, if you start the desktop application and the go to Account>Purchase History, can you see the books that you have purchased? “

Yes!!

“Kobi support has given me free stuff on more than one occasion. I approve of them.”

Great stuff – but they have not answered my emails going back to June or dealt with the problem!

Anyway, thanks for your answers – it would be good to have a reply from Kobo.

Marcardis

PeterT · 08-18-2011, 05:49 PM

If you go to the Kobobooks web site from your PC (or Mac) http://www.kobobooks.com and login with your Kobo account, do you see the books there?

Check the My Library link and then the Purchased link at the top of the page.

PeterT · 08-18-2011, 05:51 PM

Is the date and time set correctly on your PC ?

marcardis · 08-18-2011, 05:58 PM

PeterT

Many thanks for your kind suggestions.

Earlier advice from Kobo.

"1 Sign in to your online Kobo account at www.kobobooks.com
2 Go to the "My Library" and the "I'm Reading" section.
3 Delete your books from your "I'm Reading" list. It is only temporary.
4 Go to the "Library" and go to "Purchased " and click BOOKMARK>BOOKMARK PAGE 1
so that it goes back to your "I'm Reading" section.
5. Click on "Update Library" on the desktop application (this should load your books onto the desktop application)."

I have done all this several times without success. Kobo Desktop refuses to recognise my purchases.

The date & time are correct on my PC.

If I go online to my Kobo account then I can see all my purchases.

Anyway, thanks for taking the time to reply - if only Kobo were as helpful!!

Kind regards,

Marcardis

Joe563 · 08-18-2011, 06:06 PM

Quote:

Today I tried again to run the Kobo PC software and was told that a "critical update" was required.

I duly installed this and upon restarting Kobo PC found that the software still refused to display the books that I have purchased but invited me to buy new books.

There should have been two options displayed when the Desktop Application finished installing. 1) Sign In To Your Account and 2) Shop for New EBOOKs. You have to sign into your Desktop Application in order to see your Library. Have you done this?

PeterT · 08-18-2011, 06:50 PM

At times we have had some of the Kobo developpers hanging around here... Check https://www.mobileread.com/forums/sho...5&postcount=12 for one of the posts; also mdclements has been around a few times. Corby unfortunately has not been here since March

I also wonder if the uninstall of Desktop also deleted all previous Kobo DB's on the desktop machine. Under Windows 7 it seems to store data in %LOCALAPPDATA%\Kobo\Kobo Desktop Edition

p_a_smith · 08-18-2011, 08:36 PM

I can remember someone on this forum saying they were having trouble signing in with the desktop app when their password contained an unusual character (i.e. #$%@). For them when they changed their Kobo password to something with only numbers and letters the desktop app started to work. Not sure if that would help in your case or not but I hope it does.

PeterT · 08-18-2011, 09:55 PM

Yes that was another idea I was thinking of

SameerH · 08-18-2011, 10:15 PM

Sounds like a pretty frustrating experience Marcardis. I would like to try and help.

Please send me a screenshot of your library on the Desktop application if you don't mind. Please forward to shasan at kobo dot com.

Also, from the Library screen on the desktop app, please press CTRL+SHIFT+I. This will create a logfile called kobo-logfile.txt and drop it on your Windows desktop. Please send me this file as well.

I'm in transit most of tomorrow, but I will be checking email and will be online whenever I'm not in the air. Looking forward to working this out for you.

marcardis · 08-19-2011, 04:11 AM

Thanks again to those who have offered support.

Joe563
I am signed into Kobo Desktop. Clicking on Account shows my correct email address and I can view my profile, purchases, etc.

PeterT
I am on Vista, but in that directory there are two files: kobo.sqlite and kobosetup
Two subdirectories: Images with 15 files in and kepub which is empty.

p_a_smith
I have a password with 6 letters

SameerH
I will send a screenshot as requested. Basically just a blank screen with:

Add Books To Your Library, some text and a blue Buy Books button.

There is no other Library screen.

CTRL+SHIFT+I does not seem to do anything.

Thanks to all for your suggestions.

Marcardis

PeterT · 08-19-2011, 09:28 AM

What version of desktop are you on? On mine, there is a little i in a circle that when I clickin tells me it's version 2.03.

Also, the CTRL+SHIFT+I (and that the letter I) gives me a log file kobo-logfile.txt llocated on my Desktop, so in my case c:\Users\Peter\Desktop\kobo-logfile.txt

08-18-2011, 04:47 PM	#1
marcardis Member Posts: 17 Karma: 10 Join Date: Aug 2011 Device: Kindle	Lack of support from Kobo I have purchased a number of ebooks from Kobo to read on my Kobo iPhone app. These have all worked despite the very long time that the app takes to load. I also downloaded the Kobo PC Reader. Despite numerous emails to Kobo, the PC software refuses to display the books that I have purchased. Last reply from Kobo: Hi there! Your ticket (#306599) has been updated. Just reply to this email to continue working with our Support Team. If this solves your request, drop us a quick note to let us know. To review the status of the request and add additional comments, follow the link below: http://kobo.zendesk.com/tickets/306599 Amrit K., Jun-05 17:45 (EDT): Hi George, We apologize for the misunderstanding. Please confirm that you are signed into the Kobo desktop application with the same email address and password you use for your Kobo account on your iphone. If you are signed into the application with the same information and the books do not appear, please try the following steps: Please try signing out and back in (at which time, please click ALL BOOKS) . Once you sign in, if the book does not appear you can reset the book by trying the following steps: 1 Sign in to your online Kobo account at www.kobobooks.com 2 Go to the "My Library" and the "I'm Reading" section. 3 Delete your books from your "I'm Reading" list. It is only temporary. 4 Go to the "Library" and go to "Purchased " and click BOOKMARK>BOOKMARK PAGE 1 so that it goes back to your "I'm Reading" section. 5. Click on "Update Library" on the desktop application (this should load your books onto the desktop application). If the issue persists, please sign out and uninstall the desktop application. Reinstall it from www.kobobooks.com/desktop and sign in. Sincerely The Kobo Team Having gone through all their suggestions, the PC application still did not work. My reply re this in June went unanswered. Today I tried again to run the Kobo PC software and was told that a "critical update" was required. I duly installed this and upon restarting Kobo PC found that the software still refused to display the books that I have purchased but invited me to buy new books. I emailed Kobo today regarding this but have not had the courtesy of an acknowledgement or reply. My advice: Avoid Kobo completely. Their software is seriously flawed Their customer service is non-existant Marcardis

08-18-2011, 05:47 PM	#5
marcardis Member Posts: 17 Karma: 10 Join Date: Aug 2011 Device: Kindle	Thanks Many thanks for your quick replies! “it sucks you had bad support but i will not be taking your advice. have you gone online into kobobooks and made sure your books are in the 'currently reading' tab of your purchases. if they are not then they will not sync with any of your devices, it's one way i keep track of my books because i hate synching with my kobo and having the books downloaded all the time over and over again. i briefly read through so not sure if you actually did do what i suggested but good luck. i like my kobo, i have zero problems with my app on my android or my touch or my pc.” All my books display in the 'Currently Reading' tab. I have followed their suggestions re deleting them and reinstalling but that does not work. “In my experience the Kobo customer service is definitely sub-par but I have never had problems with the desktop application. A question, if you start the desktop application and the go to Account>Purchase History, can you see the books that you have purchased? “ Yes!! “Kobi support has given me free stuff on more than one occasion. I approve of them.” Great stuff – but they have not answered my emails going back to June or dealt with the problem! Anyway, thanks for your answers – it would be good to have a reply from Kobo. Marcardis

08-18-2011, 05:58 PM	#8
marcardis Member Posts: 17 Karma: 10 Join Date: Aug 2011 Device: Kindle	Thanks Again!! PeterT Many thanks for your kind suggestions. Earlier advice from Kobo. "1 Sign in to your online Kobo account at www.kobobooks.com 2 Go to the "My Library" and the "I'm Reading" section. 3 Delete your books from your "I'm Reading" list. It is only temporary. 4 Go to the "Library" and go to "Purchased " and click BOOKMARK>BOOKMARK PAGE 1 so that it goes back to your "I'm Reading" section. 5. Click on "Update Library" on the desktop application (this should load your books onto the desktop application)." I have done all this several times without success. Kobo Desktop refuses to recognise my purchases. The date & time are correct on my PC. If I go online to my Kobo account then I can see all my purchases. Anyway, thanks for taking the time to reply - if only Kobo were as helpful!! Kind regards, Marcardis

08-18-2011, 06:50 PM	#10
PeterT Grand Sorcerer Posts: 13,511 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	At times we have had some of the Kobo developpers hanging around here... Check https://www.mobileread.com/forums/sho...5&postcount=12 for one of the posts; also mdclements has been around a few times. Corby unfortunately has not been here since March I also wonder if the uninstall of Desktop also deleted all previous Kobo DB's on the desktop machine. Under Windows 7 it seems to store data in %LOCALAPPDATA%\Kobo\Kobo Desktop Edition Last edited by PeterT; 08-18-2011 at 06:53 PM.

08-19-2011, 04:11 AM	#14
marcardis Member Posts: 17 Karma: 10 Join Date: Aug 2011 Device: Kindle	Thanks Thanks again to those who have offered support. Joe563 I am signed into Kobo Desktop. Clicking on Account shows my correct email address and I can view my profile, purchases, etc. PeterT I am on Vista, but in that directory there are two files: kobo.sqlite and kobosetup Two subdirectories: Images with 15 files in and kepub which is empty. p_a_smith I have a password with 6 letters SameerH I will send a screenshot as requested. Basically just a blank screen with: Add Books To Your Library, some text and a blue Buy Books button. There is no other Library screen. CTRL+SHIFT+I does not seem to do anything. Thanks to all for your suggestions. Marcardis

08-18-2011, 05:03 PM	#3
Joe563 Never spit into the wind. Posts: 328 Karma: 23499 Join Date: Jun 2011 Location: New Westminster, BC Device: Kobo Original, Kobo Touch, Kobo Android(smartphone & tablet)	In my experience the Kobo customer service is definitely sub-par but I have never had problems with the desktop application. A question, if you start the desktop application and the go to Account>Purchase History, can you see the books that you have purchased?

08-18-2011, 05:28 PM	#4
luqmaninbmore Da'i Posts: 1,144 Karma: 1217499 Join Date: Oct 2008 Location: Baltimore Device: Toshiba Thrive, Kobo Touch, Kindle 1, Aluratek Libre, T-Mobile Comet	Kobi support has given me free stuff on more than one occasion. I approve of them.

08-18-2011, 05:49 PM	#6
PeterT Grand Sorcerer Posts: 13,511 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	If you go to the Kobobooks web site from your PC (or Mac) http://www.kobobooks.com and login with your Kobo account, do you see the books there? Check the My Library link and then the Purchased link at the top of the page.

08-18-2011, 05:51 PM	#7
PeterT Grand Sorcerer Posts: 13,511 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	Is the date and time set correctly on your PC ?

08-18-2011, 08:36 PM	#11
p_a_smith Me, Myself, but not I Posts: 161 Karma: 228652 Join Date: Aug 2010 Device: Kobo Original, Acer 200, Asus FHD, Kobo Touch	I can remember someone on this forum saying they were having trouble signing in with the desktop app when their password contained an unusual character (i.e. #$%@). For them when they changed their Kobo password to something with only numbers and letters the desktop app started to work. Not sure if that would help in your case or not but I hope it does.

08-18-2011, 09:55 PM	#12
PeterT Grand Sorcerer Posts: 13,511 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	Yes that was another idea I was thinking of

08-18-2011, 10:15 PM	#13
SameerH Product Manager Posts: 487 Karma: 590887 Join Date: May 2010 Location: Toronto Device: Kobo Aura H2O	Sounds like a pretty frustrating experience Marcardis. I would like to try and help. Please send me a screenshot of your library on the Desktop application if you don't mind. Please forward to shasan at kobo dot com. Also, from the Library screen on the desktop app, please press CTRL+SHIFT+I. This will create a logfile called kobo-logfile.txt and drop it on your Windows desktop. Please send me this file as well. I'm in transit most of tomorrow, but I will be checking email and will be online whenever I'm not in the air. Looking forward to working this out for you.

08-19-2011, 09:28 AM	#15
PeterT Grand Sorcerer Posts: 13,511 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	What version of desktop are you on? On mine, there is a little i in a circle that when I clickin tells me it's version 2.03. Also, the CTRL+SHIFT+I (and that the letter I) gives me a log file kobo-logfile.txt llocated on my Desktop, so in my case c:\Users\Peter\Desktop\kobo-logfile.txt

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