Chapters return misconception

JSWolf · 11-20-2014, 01:58 PM

Today I called Chapters customer service and they said that you only have to return a Kobo Reader to one of their stores if the Reader was bought in Canada. If it's bought in the US, you can send it back for replacement.

sparklemotion · 11-20-2014, 02:19 PM

That was not the experience of a US member on here when they went through the process. They were told they could not return it via mail, that it had to be walked into a store. They ended up having to call Kobo. Note post here:

https://www.mobileread.com/forums/sho...5&postcount=58

Just letting you know that they didn't seem to follow through on what they told you on the phone. Maybe they got a bad CS rep, I'm not sure. And after that post they went on to say in another post that:

Honestly, I was surprised at Chapters' response, since I was repeating back what the website and my receipt stated were the Return policies. The first dodge CS tried was 'We don't accept hardware back due to the personal info on it.' I asked how that differed from accepting it in-store, and she had to put me on hold. She did that a lot.

icallaci · 11-20-2014, 03:12 PM

Chapters told me that I could return my H20 by mail (within 30 days) from the U.S. if it was defective. It wasn't defective, so I didn't have to return it. I've ordered several times from Chapters online, and each time it has been a very positive experience.

sharphamster · 11-20-2014, 05:39 PM

Chapters refused to replace my defective H20 when I contacted them last Monday. I was told (via phone) that they do not replace defective hardware by mail, and I had to go through Kobo.

My replacement H20 was just delivered by FedEx from Kobo, by the way.

But Chapters was superquick on delivering to the US, and the cost was in CAD so it is cheaper to order through them.

disconnected · 11-21-2014, 04:18 AM

I called Chapters/Indigo before ordering (I'm in the US). I was told I could send an H2O back to them if it was defective.

Hypernova · 11-21-2014, 04:28 AM

Quote:

Originally Posted by sharphamster

Chapters refused to replace my defective H20 when I contacted them last Monday. I was told (via phone) that they do not replace defective hardware by mail, and I had to go through Kobo.

My replacement H20 was just delivered by FedEx from Kobo, by the way.

But Chapters was superquick on delivering to the US, and the cost was in CAD so it is cheaper to order through them.

Do you have to pay for return shipping to Kobo? I was told by an agent before starting the process that my H2O is defective and they'll provide the return shipping package, but after they send the replacement another agent keep insisting that I'll have to pay myself.

sharphamster · 11-21-2014, 08:51 AM

Quote:

Originally Posted by disconnected

I called Chapters/Indigo before ordering (I'm in the US). I was told I could send an H2O back to them if it was defective.

Sadly, in practice this wasn't how it worked in my case. I was told point blank that Chapters did not exchange or replace defective hardware by mail, and that my only option was to mail it to someone in Canada and have them exchange it at a B&M store for me.

Maybe I got a new or bad CS rep, but she did put me on hold repeatedly like she was checking with someone else.

I'd be glad to hear this is the case, and that if anyone else in the US has to exchange their H20 that Chapters does honor their return. I just want folks to be aware of my experience with Chapters, as I was surprised and displeased with how it was handled.

Quote:

Originally Posted by Hypernova

Do you have to pay for return shipping to Kobo? I was told by an agent before starting the process that my H2O is defective and they'll provide the return shipping package, but after they send the replacement another agent keep insisting that I'll have to pay myself.

Yes, the return shipping cost is on me. Not ideal at all, but the address is in California, so at least it's cheaper than shipping to Canada.

This is my second hardware exchange through Kobo to the US, and both times I have had good luck with their CS agents. This time I didn't have to go through any back and forth via Chat or Email. Five minutes on the phone after maybe 2 minutes on hold was all it took. Thanks, Vanessa at Kobo!

JSWolf · 11-21-2014, 09:21 AM

Quote:

Originally Posted by sharphamster

This is my second hardware exchange through Kobo to the US, and both times I have had good luck with their CS agents. This time I didn't have to go through any back and forth via Chat or Email. Five minutes on the phone after maybe 2 minutes on hold was all it took. Thanks, Vanessa at Kobo!

What is the number you called to get a hold of Kobo CS? Thanks.

sharphamster · 11-21-2014, 09:31 AM

I called (800) 368-5390 after getting a ticket number from the website here. I uploaded my receipt at the time there too.

When you call, you input the ticket #.

Here's hoping anyone who has to exchange has the same good luck I did. My new H20 has a great screen, btw.

JSWolf · 11-21-2014, 09:32 AM

Quote:

Originally Posted by sharphamster

I called (800) 368-5390 after getting a ticket number from the website here. I uploaded my receipt at the time there too.

When you call, you input the ticket #.

Here's hoping anyone who has to exchange has the same good luck I did. My new H20 has a great screen, btw.

Thank you very much for this information. I hope I won't need it, but it's good to have just in case.

khalleron · 11-21-2014, 12:19 PM

Perhaps they've updated their website since Sharphamster's experience, but it now states directly that Kobo ereaders must be returned to a store.

http://help.indigo.ca/app/answers/de...id/61/session/

So buyer be aware.

sharphamster · 11-21-2014, 12:40 PM

Quote:

Originally Posted by khalleron

Perhaps they've updated their website since Sharphamster's experience, but it now states directly that Kobo ereaders must be returned to a store.

http://help.indigo.ca/app/answers/de...id/61/session/

So buyer be aware.

Indeed.

I don't see the line about Chapters "ordering a replacement" in case of defect any longer either, and that was there Monday. I know because I read it back to CS while I was on the phone with them.

Interesting that CS is telling people the opposite.

Hypernova · 11-22-2014, 03:00 AM

Quote:

Originally Posted by sharphamster

Yes, the return shipping cost is on me. Not ideal at all, but the address is in California, so at least it's cheaper than shipping to Canada.

That is very disappointing. I can somewhat understand if it's the standard one year warranty period, but this is brand new. To top that off, the replacement seem to have the same problem. I'm still trying to convince them right now, but your experience make me worry. What funny is that I already have the replacement but I'm pretty sure that have no way to charge me since they never hold my credit card info. I only bought two books from Rakuten JP and I'm pretty sure they cannot save it.

sharphamster · 11-23-2014, 02:31 PM

Agreed Hypernova - it's absurd that Kobo expects the customer to foot the bill for exchange shipping, especially in a case like yours. And with Rakuten as the parent company - not exactly small time - it's ridiculous.

Hypernova · 11-26-2014, 03:58 AM

I will probably make a thread about my return experience at some point but quick update on my situation: the replacement has light blotches and Kobo@facebook agree it's another defective but want me to continue on the ticket, so I reply to the ticket and still waiting for the reply. Since now I'll have to send back TWO devices, Kobo@facebook agreed to give me a sleep cover for free (I need to place order but they said they'll refund it) but I'll still need to pay the shipping. Why they don't just give me shipping labels is beyond me.

11-20-2014, 01:58 PM	#1
JSWolf Resident Curmudgeon Posts: 79,747 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Chapters return misconception Today I called Chapters customer service and they said that you only have to return a Kobo Reader to one of their stores if the Reader was bought in Canada. If it's bought in the US, you can send it back for replacement.

11-20-2014, 02:19 PM	#2
sparklemotion dangerous when cornered Posts: 1,855 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kindle Paperwhite	That was not the experience of a US member on here when they went through the process. They were told they could not return it via mail, that it had to be walked into a store. They ended up having to call Kobo. Note post here: https://www.mobileread.com/forums/sho...5&postcount=58 Just letting you know that they didn't seem to follow through on what they told you on the phone. Maybe they got a bad CS rep, I'm not sure. And after that post they went on to say in another post that: Honestly, I was surprised at Chapters' response, since I was repeating back what the website and my receipt stated were the Return policies. The first dodge CS tried was 'We don't accept hardware back due to the personal info on it.' I asked how that differed from accepting it in-store, and she had to put me on hold. She did that a lot. Last edited by sparklemotion; 11-20-2014 at 02:24 PM.

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11-20-2014, 03:12 PM	#3
icallaci Guru Posts: 817 Karma: 6528026 Join Date: Sep 2012 Device: Kobo Elipsa	Chapters told me that I could return my H20 by mail (within 30 days) from the U.S. if it was defective. It wasn't defective, so I didn't have to return it. I've ordered several times from Chapters online, and each time it has been a very positive experience.

11-20-2014, 05:39 PM	#4
sharphamster Anathema Device Posts: 283 Karma: 257456 Join Date: Oct 2011 Device: Sony T3/350, Kobo AuraH20/Mini, Axim X50v	Chapters refused to replace my defective H20 when I contacted them last Monday. I was told (via phone) that they do not replace defective hardware by mail, and I had to go through Kobo. My replacement H20 was just delivered by FedEx from Kobo, by the way. But Chapters was superquick on delivering to the US, and the cost was in CAD so it is cheaper to order through them.

11-21-2014, 04:18 AM	#5
disconnected Fanatic Posts: 527 Karma: 4504715 Join Date: Sep 2006 Location: US Device: Kobo Forma, Libra, H2O2e2, Clara, Auras, Kindles, Nooks, Sony, iPAQ	I called Chapters/Indigo before ordering (I'm in the US). I was told I could send an H2O back to them if it was defective.

11-21-2014, 09:31 AM	#9
sharphamster Anathema Device Posts: 283 Karma: 257456 Join Date: Oct 2011 Device: Sony T3/350, Kobo AuraH20/Mini, Axim X50v	I called (800) 368-5390 after getting a ticket number from the website here. I uploaded my receipt at the time there too. When you call, you input the ticket #. Here's hoping anyone who has to exchange has the same good luck I did. My new H20 has a great screen, btw.

11-21-2014, 12:19 PM	#11
khalleron Kate Posts: 1,700 Karma: 3605799 Join Date: Mar 2009 Location: Oregon, United States Device: MeeBook, Kobo Libra Colour	Perhaps they've updated their website since Sharphamster's experience, but it now states directly that Kobo ereaders must be returned to a store. http://help.indigo.ca/app/answers/de...id/61/session/ So buyer be aware.

11-23-2014, 02:31 PM	#14
sharphamster Anathema Device Posts: 283 Karma: 257456 Join Date: Oct 2011 Device: Sony T3/350, Kobo AuraH20/Mini, Axim X50v	Agreed Hypernova - it's absurd that Kobo expects the customer to foot the bill for exchange shipping, especially in a case like yours. And with Rakuten as the parent company - not exactly small time - it's ridiculous.

11-26-2014, 03:58 AM	#15
Hypernova Hyperreader Posts: 130 Karma: 28678 Join Date: Feb 2009 Device: Current: Boox Leaf2 (broken) Past: H2O, Kindle PW1, DXG;Pocketbook 360	I will probably make a thread about my return experience at some point but quick update on my situation: the replacement has light blotches and Kobo@facebook agree it's another defective but want me to continue on the ticket, so I reply to the ticket and still waiting for the reply. Since now I'll have to send back TWO devices, Kobo@facebook agreed to give me a sleep cover for free (I need to place order but they said they'll refund it) but I'll still need to pay the shipping. Why they don't just give me shipping labels is beyond me.

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