Aura Crappy Helpdesk

serwei · 01-12-2014, 09:11 AM

Well I just got a Rakuten Aura for my wife for Xmas...

CBR/Z had a no-scroll bug in landscape mode so I decided to write Kobo helpdesk.

48 hours later the email asked me for information that was already in the email itself (email account, model). So I wrote back saying please refer below.

No reply since then... it's been a week?

Josieb1 · 01-12-2014, 10:53 AM

Your best to do 'chat' on your pc, email help is of no use, and if you need them to replace it you can't do that via email.

dakini · 01-13-2014, 12:21 AM

I'd reply back to the previous email. I just had to deal with Kobo support, and they did have several back-and-forth "answer these standard question" emails to me, but they were prompt and courteous and got it sorted quick. I suspect it got accidentally lost or deleted, so maybe reply again with the info they want?

I too noticed that they asked for information I'd included in the initial ticket on later emails. I just repeated myself. It's a form they're filling out. And they got it sorted once they'd gone through their steps.

01-12-2014, 09:11 AM	#1
serwei Connoisseur Posts: 53 Karma: 12 Join Date: Aug 2009 Device: Smart Q7	Crappy Helpdesk Well I just got a Rakuten Aura for my wife for Xmas... CBR/Z had a no-scroll bug in landscape mode so I decided to write Kobo helpdesk. 48 hours later the email asked me for information that was already in the email itself (email account, model). So I wrote back saying please refer below. No reply since then... it's been a week?

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01-12-2014, 10:53 AM	#2
Josieb1 Grand Sorcerer Posts: 5,082 Karma: 18051062 Join Date: Nov 2009 Location: UK Device: Kindle Scribe, Coloursoft, PW SE, Kindle 6, Kobo Libra Colour, Libra 2	Your best to do 'chat' on your pc, email help is of no use, and if you need them to replace it you can't do that via email.

01-13-2014, 12:21 AM	#3
dakini not "it" Posts: 236 Karma: 1687996 Join Date: Aug 2012 Device: Kindle 7th gen	I'd reply back to the previous email. I just had to deal with Kobo support, and they did have several back-and-forth "answer these standard question" emails to me, but they were prompt and courteous and got it sorted quick. I suspect it got accidentally lost or deleted, so maybe reply again with the info they want? I too noticed that they asked for information I'd included in the initial ticket on later emails. I just repeated myself. It's a form they're filling out. And they got it sorted once they'd gone through their steps.

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