Touch I'm pretty disappointed with Kobo's customer service

nesler · 08-30-2012, 03:36 PM

So, I bought a Kobo Touch in June, 2011. It worked fine, aside from the funky firmware glitches we've all suffered through.

A couple days ago, I noticed that it wouldn't charge, and realized that the microUSB port had broken free from the internal circuit board--you could plug a USB cord into it, and while it would firmly lock into the connector, it wobbled very loosely, and I couldn't establish a connection for more than a second.

I contacted Kobo's support folks, and went through the usual song and dance of providing background info.

Well, they tell me that it was beyond the one year warranty. I acknowledged that, but asked if they would at least offer a discounted repair or replacement. They said no.

Then I had this last exchange with them:

So, at this juncture, I'm feeling like it's a risky move to buy Kobo's products anymore. 15 months isn't an acceptable lifespan for a +$100, period.

Mrs_Often · 08-30-2012, 03:42 PM

How horrible! And also very strange, as I recall reading on this forum that someone broke their Kobo Touch's screen and had the Touch replaced free of charge even though the break was their own fault. Apparently it's really dependent on who answers the phone/e-mail.

I'm scared for my micro-usb socket now

nesler · 08-30-2012, 04:04 PM

Honestly, I was really taken off-guard by their response. And incredibly disappointed.

This is the response I just sent to them:

Hi,
Thank you for your response, and your patience. I just want you to know, I completely understand that as individuals, neither you nor any of your fellow staff are at fault for this. You're simply following the guidelines that your employer sets, and you're all just doing your jobs. Thank you for that.

Could you please forward the following to the relevant department(s), please? Thank you.:
-------
I've enjoyed using my Kobo since I bought it, and even went so far as to join the beta-testing group via the Mobileread board (though I have not been active in it the past few months due to other obligations).

I understand the necessity of limited warranties. However, releasing a product that costs $129, and yet only lasts 15 months, isn't okay. Damage due to a lack of care on the part of the owner is one thing. But when a product breaks, little more than a year after purchase, due to a manufacturing error that--upon research--turns out to be relatively common, and the manufacturer refuses to offer even a modicum of support for that product...

There's no way that I can ever recommend Kobo products to anyone. The reliability of a company's products, and the strength of their support for those products, are two of the most important features that a company can be judged by. To be lacking in both is a deficit that can't be overcome. That's a simple fact. Doing the legally-obligated minimum for a customer doesn't cut it.

I liked the Kobo Touch a lot. I loved how much control the Touch's software gives the user. Hell, I love the simple fact that it displays the current book cover as a screensaver. But I absolutely can't recommend it (or any other Kobo products) to anyone, based upon this experience. And that's a shame.

Thank you for your time,
[Me]

TongueTied · 08-30-2012, 06:58 PM

Phone them. Contacting them by email is a waste of time. You will find that with their email support, they often don't bother to even read your email and you get a response that has nothing to do with your original email. The only satisfaction I have ever got from their support is when I call them.

Mrs_Often · 08-31-2012, 02:03 AM

It's a good e-mail (if they bother to read your previous e-mails to find out what broke), but I agree with TongueTied: phone them, and ask for someone in charge...

Sharkus · 08-31-2012, 08:43 AM

It all depends on where you're sending the email. If you have not sent it to this address then you should: KOBOExecutiveCare@kobo.com

nesler · 09-01-2012, 01:47 AM

Gah. I hate phone calls. But, in this case, it might be warranted.

ottdmk · 09-02-2012, 11:07 AM

Just keep in mind that you're asking them for a favour. Doing something outside the warranty period is not normal procedure, for any company.

Wald07 · 09-03-2012, 01:11 AM

Kobo should try to be competitive with AMZ, imho.
And in my experience, this would not happen with the competitor. Sorry to say.

I have both a Kobo & Kin___ :P

The Terminator · 09-03-2012, 12:38 PM

Quote:

Originally Posted by nesler

So, I bought a Kobo Touch in June, 2011. It worked fine, aside from the funky firmware glitches we've all suffered through.

A couple days ago, I noticed that it wouldn't charge, and realized that the microUSB port had broken free from the internal circuit board--you could plug a USB cord into it, and while it would firmly lock into the connector, it wobbled very loosely, and I couldn't establish a connection for more than a second.

I had the exact same thing happen to me, except mine broke after 2 weeks. They replaced it though. But I did have to pay $15 to ship it to them.

Orn8one · 09-03-2012, 05:35 PM

Quote:

Originally Posted by The Terminator

I had the exact same thing happen to me, except mine broke after 2 weeks. They replaced it though. But I did have to pay $15 to ship it to them.

Glad yours was replaced but I am horrified by you being charged for postage. They should have emailed you a pre-paid label. That says a lot about the company as does the very sad story above who I hope gets a lovely new reader soon.

voracious71 · 09-03-2012, 10:58 PM

Quote:

Originally Posted by nesler

So, I bought a Kobo Touch in June, 2011. It worked fine, aside from the funky firmware glitches we've all suffered through.

A couple days ago, I noticed that it wouldn't charge, and realized that the microUSB port had broken free from the internal circuit board--you could plug a USB cord into it, and while it would firmly lock into the connector, it wobbled very loosely, and I couldn't establish a connection for more than a second.

I contacted Kobo's support folks, and went through the usual song and dance of providing background info.

Well, they tell me that it was beyond the one year warranty. I acknowledged that, but asked if they would at least offer a discounted repair or replacement. They said no.

Then I had this last exchange with them:

So, at this juncture, I'm feeling like it's a risky move to buy Kobo's products anymore. 15 months isn't an acceptable lifespan for a +$100, period.

I had bad experiences with Kobo CS as well. I still have my Kobo Touch and it's a decent little ereader. Just a shame that they can't back it up with decent customer service.

nesler · 09-05-2012, 03:16 AM

It's very fun technology, and I like how much care they take with the nuances of the software. But the hardware, and the customer support...

Welllllllllll... Would anyone happen to have a Kobo Touch with a broken screen that they'd like to sell?

anonymoose · 09-06-2012, 11:36 AM

I had a different hardware problem with my Touch and they replaced it as well after I mailed it back to them, but I was at about the 8th month mark and so was still within the one yr warranty.

As for pre-paid labels, unfortunately I think that is becoming more and more rare with companies these days.

08-30-2012, 03:36 PM	#1
nesler Zealot Posts: 107 Karma: 548458 Join Date: Dec 2010 Location: California Device: Too many to list	I'm pretty disappointed with Kobo's customer service So, I bought a Kobo Touch in June, 2011. It worked fine, aside from the funky firmware glitches we've all suffered through. A couple days ago, I noticed that it wouldn't charge, and realized that the microUSB port had broken free from the internal circuit board--you could plug a USB cord into it, and while it would firmly lock into the connector, it wobbled very loosely, and I couldn't establish a connection for more than a second. I contacted Kobo's support folks, and went through the usual song and dance of providing background info. Well, they tell me that it was beyond the one year warranty. I acknowledged that, but asked if they would at least offer a discounted repair or replacement. They said no. Then I had this last exchange with them: So, at this juncture, I'm feeling like it's a risky move to buy Kobo's products anymore. 15 months isn't an acceptable lifespan for a +$100, period.

08-30-2012, 03:42 PM	#2
Mrs_Often Wizard Posts: 1,775 Karma: 2694823 Join Date: Dec 2011 Location: The Netherlands Device: Kobo Touch, Glo, Clara HD	How horrible! And also very strange, as I recall reading on this forum that someone broke their Kobo Touch's screen and had the Touch replaced free of charge even though the break was their own fault. Apparently it's really dependent on who answers the phone/e-mail. I'm scared for my micro-usb socket now Last edited by Mrs_Often; 08-30-2012 at 03:43 PM. Reason: grammar

09-05-2012, 03:16 AM	#13
nesler Zealot Posts: 107 Karma: 548458 Join Date: Dec 2010 Location: California Device: Too many to list	It's very fun technology, and I like how much care they take with the nuances of the software. But the hardware, and the customer support... Welllllllllll... Would anyone happen to have a Kobo Touch with a broken screen that they'd like to sell? Last edited by nesler; 09-05-2012 at 03:43 AM.

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08-30-2012, 04:04 PM	#3
nesler Zealot Posts: 107 Karma: 548458 Join Date: Dec 2010 Location: California Device: Too many to list	Honestly, I was really taken off-guard by their response. And incredibly disappointed. This is the response I just sent to them: Hi, Thank you for your response, and your patience. I just want you to know, I completely understand that as individuals, neither you nor any of your fellow staff are at fault for this. You're simply following the guidelines that your employer sets, and you're all just doing your jobs. Thank you for that. Could you please forward the following to the relevant department(s), please? Thank you.: ------- I've enjoyed using my Kobo since I bought it, and even went so far as to join the beta-testing group via the Mobileread board (though I have not been active in it the past few months due to other obligations). I understand the necessity of limited warranties. However, releasing a product that costs $129, and yet only lasts 15 months, isn't okay. Damage due to a lack of care on the part of the owner is one thing. But when a product breaks, little more than a year after purchase, due to a manufacturing error that--upon research--turns out to be relatively common, and the manufacturer refuses to offer even a modicum of support for that product... There's no way that I can ever recommend Kobo products to anyone. The reliability of a company's products, and the strength of their support for those products, are two of the most important features that a company can be judged by. To be lacking in both is a deficit that can't be overcome. That's a simple fact. Doing the legally-obligated minimum for a customer doesn't cut it. I liked the Kobo Touch a lot. I loved how much control the Touch's software gives the user. Hell, I love the simple fact that it displays the current book cover as a screensaver. But I absolutely can't recommend it (or any other Kobo products) to anyone, based upon this experience. And that's a shame. Thank you for your time, [Me]

08-30-2012, 06:58 PM	#4
TongueTied Zealot Posts: 128 Karma: 18512 Join Date: Jun 2011 Location: Buderim, Australia Device: Kobo Touch, Kobo Glo	Phone them. Contacting them by email is a waste of time. You will find that with their email support, they often don't bother to even read your email and you get a response that has nothing to do with your original email. The only satisfaction I have ever got from their support is when I call them.

08-31-2012, 02:03 AM	#5
Mrs_Often Wizard Posts: 1,775 Karma: 2694823 Join Date: Dec 2011 Location: The Netherlands Device: Kobo Touch, Glo, Clara HD	It's a good e-mail (if they bother to read your previous e-mails to find out what broke), but I agree with TongueTied: phone them, and ask for someone in charge...

08-31-2012, 08:43 AM	#6
Sharkus Evangelist Posts: 444 Karma: 2269648 Join Date: Jun 2010 Location: Toronto Device: Kobo: Original, WiFi, Touch, Aura, Aura H20, MiniGloHD ;) iOS app	It all depends on where you're sending the email. If you have not sent it to this address then you should: KOBOExecutiveCare@kobo.com

09-01-2012, 01:47 AM	#7
nesler Zealot Posts: 107 Karma: 548458 Join Date: Dec 2010 Location: California Device: Too many to list	Gah. I hate phone calls. But, in this case, it might be warranted.

09-02-2012, 11:07 AM	#8
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	Just keep in mind that you're asking them for a favour. Doing something outside the warranty period is not normal procedure, for any company.

09-03-2012, 01:11 AM	#9
Wald07 Audiophile Posts: 452 Karma: 2470850 Join Date: Apr 2012 Location: Manitoba Device: Nexux7 2nd Gen & Kobo Touch	Kobo should try to be competitive with AMZ, imho. And in my experience, this would not happen with the competitor. Sorry to say. I have both a Kobo & Kin___ :P

09-06-2012, 11:36 AM	#14
anonymoose bookaholic Posts: 108 Karma: 1032718 Join Date: Jun 2011 Location: Canada Device: Kobo Glo, Kobo Aura, Kobo Touch, Kobo app on iPhone	I had a different hardware problem with my Touch and they replaced it as well after I mailed it back to them, but I was at about the 8th month mark and so was still within the one yr warranty. As for pre-paid labels, unfortunately I think that is becoming more and more rare with companies these days.

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