Kudos to this forum!

[st2k10]

I have a Kobo Glo HD which I bought about 6 months ago and it worked flawlessly. About 2 weeks ago, I started experiencing strange things with my battery discharging prematurally. I contacted Kobo, used their chat line and chatted with a rep who could not give me any real help. She sent my complaint up-the-chain and I got an email from a higher-up tech (I guess). In his suggestions to fix my problem, I tried one and it crapped my Kobo out. It would not even reach the 4(5) squares on bootup anymore. I asked him if I could buy the SD card from them and he told me that there was no software on the SD card but that it was just to store books on. I have about 7-8 emails back and forth with them and in all of that, they did nothing to fix my problem.

I found this forum and within 2 days, I had the Kobo back up and running. I sincerely believe that I would have discarded the Kobo if it wasn't for the knowledgeable people in the forum (especially want to thank davidfor).

Thank all you guru's very much!

[Blossom]

Moderator Notice

Thread moved to the Kobo Reader Forum. The Kobo Tablet forum is for the Android version. The Kobo Reader Forum is for Kobo eInk devices. Please post in the appropriate forum thanks.

[Cinisajoy]

I am so glad you got it working.

[tnforpaul45]

Glad you got it working, and sorry that Kobo was not much help. They have great eReaders but not-so-great customer support

Maybe one day. . .

[Ksquared]

Originally Posted by st2k10

I found this forum and within 2 days, I had the Kobo back up and running. I sincerely believe that I would have discarded the Kobo if it wasn't for the knowledgeable people in the forum (especially want to thank davidfor).

Thank all you guru's very much!

I move that we force Kobo to hire davidfor as a remote technical support specialist!

[Cinisajoy]

Originally Posted by Ksquared

I move that we force Kobo to hire davidfor as a remote technical support specialist!

Does davidfor want that job?

[freekobo]

Originally Posted by Ksquared

I move that we force Kobo to hire davidfor as a remote technical support specialist!

Why hire him? He does it for free already!

[davidfor]

Originally Posted by freekobo

Why hire him? He does it for free already!

I suppose I'm doing myself out of a job. Not that it's one I want. I've done enough support over the years to know I don't enjoy it for long. What I can do here is very different from doing it as a job.

[darryl]

Dear davidfor,

We have treated the suggestion in this thread as a job application on your part. Unfortunately, after some consideration, we have reached the conclusion that your ethos is not compatible with that of our customer service division. In particular, actually listening to and solving customers problems only encourages them to bring any further problems they may have to us, meaning that we must devote even more resources to customer service. Remember, many of the customers who we cannot help go on to purchase new Kobo readers. There would seem to be little point in us employing customer service representatives with actual technical knowledge (and correspondingly higher salaries) simply to read from scripts, tick checklists and tell Customers their problem is not covered by warranty.

yours faithfully,

Customer Relations Division

[Ksquared]

Originally Posted by davidfor

I suppose I'm doing myself out of a job. Not that it's one I want. I've done enough support over the years to know I don't enjoy it for long. What I can do here is very different from doing it as a job.

Understood - in solving problems here, you get to expand your knowledge, help people that really want to be helped rather than the customers who just like being chronically dissatisfied, and get some satisfaction and thanks.

I officially withdraw the request!

[Dr. Drib]

Originally Posted by darryl

Dear davidfor,

We have treated the suggestion in this thread as a job application on your part. Unfortunately, after some consideration, we have reached the conclusion that your ethos is not compatible with that of our customer service division. In particular, actually listening to and solving customers problems only encourages them to bring any further problems they may have to us, meaning that we must devote even more resources to customer service. Remember, many of the customers who we cannot help go on to purchase new Kobo readers. There would seem to be little point in us employing customer service representatives with actual technical knowledge (and correspondingly higher salaries) simply to read from scripts, tick checklists and tell Customers their problem is not covered by warranty.

yours faithfully,

Customer Relations Division

[ryuji35]

davidfor is the best! He's the one who helped me with the issues I encountered before with my Glo :P