Kobo Returns Problems

[blueberry pie]

I purchased the new Kobo Aura from the Kobo US website and the unit was defective upon arrival (the 'pinprick of light'). I called customer service immediately and have been getting the run around. I am too exasperated to go through the details, but they have twice asked for photographs, asked if I damaged it, and now have sent me another list of questions. The latest questions are basically name, address, purchase info - information they already have. At the end of the questions they refer to 'next steps'. So far, I have made two phone calls and there are nine emails between us. If I weren't so annoyed, it would be comical.

I feel they are just delaying. I really don't want to start a thread to list customer service complaints, but wonder how many people are having the same experience.

[cr3nk]

Originally Posted by blueberry pie

I purchased the new Kobo Aura from the Kobo US website and the unit was defective upon arrival (the 'pinprick of light'). I called customer service immediately and have been getting the run around. I am too exasperated to go through the details, but they have twice asked for photographs, asked if I damaged it, and now have sent me another list of questions. The latest questions are basically name, address, purchase info - information they already have. At the end of the questions they refer to 'next steps'. So far, I have made two phone calls and there are nine emails between us. If I weren't so annoyed, it would be comical.

I feel they are just delaying. I really don't want to start a thread to list customer service complaints, but wonder how many people are having the same experience.

That should be the last email before they send you instructions.

I just had that email over here Down Under and they replied about 15mins later with the address and instructions for me to return the device.

[taming]

Yes. The questions they ask gather all the information they need in one place so no one ever has to sort through a bunch of emails to see what's up. I got my instructions within a few hours (or maybe it was a day), if I remember correctly.

[dogmae]

I'm having return/exchange issues also. Also bought mine from kobo.com us site.
I got my Aura HD on 9/4 and it has 2 pinpricks in the middle of the screen that are highly noticeable. I contacted them right away and after providing pictures etc. they agreed to send a replacement.
On 9/13 they give me a tracking number for the replacement.
A couple days later I notice they tracking number they gave me is being shipped to Canada, I live in the USA.
Now I'm getting the runaround.

Is there a better email to use, because the only responses I'm getting is from Tier1 in chat, Tier 2 hasn't responded since giving me the tracking info.

[graycyn]

It does feel like delaying tactics, but when that happened to me, I sent the pictures, answered the questions and eventually got return instructions. Then they botched the color on the exchange ... but I did end up with a working reader and have been happily reading since.

It just seems to be the way Kobo operates. They may insist on a factory reset for a hardware issue as well, they wanted me to do that, sigh. Just persist.

[Hypernova]

This doesn't sound good. I'm thinking of upgrading from my PW1 to the Aura. Reading the 1st impression thread I expect to do a few returns before getting one that I can keep. Do they cross-ship in the replacement process? How long does it take? And does anyone have exprerience going through more that one replacement with Kobo US site?