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#16 | |
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Wizard
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 2,857
Karma: 22003124
Join Date: Aug 2014
Device: Kobo Forma, Kobo Sage, Kobo Libra 2
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Quote:
But my point wasn’t that you are a liar. It is that you should consider the world as it is right now and as others have mentioned the extremely odd nature of your issue. First Kobo would have to screw up in processing a refurbished device, by merely logging out of it rather than performing a factory reset. Then by sending you that refurbished unit instead of a new one. As far as we know the Forma is still being produced since there aren’t even FCC filings for a new Kobo that aren’t associated with an already released device so Kobo should have plenty of new devices on hand. Then there’s the oddity of your claim (see other post) that the books weren’t on the Forma at first. Even though it’s quite impossible for this to be the case if you are right that you did not sideload them. Literally the first thing that would happen upon (even faking) the registration is an import of the books on the device. So we have several very strange things all of which need to have happened. Or, the much simpler explanation that you sideloaded books in other languages which were obtained elsewhere. You can see why this is not nearly as black and white as you seem to want to pretend it is. Again I’m not making a claim as to what happened. I’m just pointing out that several very odd mistakes and processes would have needed to happen vs a relatively simple mistake of having books in other languages. And sure kobo aren’t infallible but software would have needed to have failed to do what it’s meant to and then properly did do. |
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#17 |
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Zealot
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Karma: 2382428
Join Date: Feb 2013
Location: California
Device: OnePlus 6 phone, Kobo Clara HD, Libra H2O
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@Gadgetguy, thank you for sharing your story. Hopefully, it's a rare situation. But they should have treated you better than this and people should know about it.
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#18 |
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Non-Techy
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 4,455
Karma: 15499273
Join Date: Feb 2011
Location: WV---USA
Device: Samsung Cell Phone & Amazon Fires & Kobo eReaders
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REALLY? They sent the Wrong one. They are sending another one they even gave him money for his trouble. HOW is that being treated bad.... sheesh
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#19 | |
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Well trained by Cats
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 31,286
Karma: 62000000
Join Date: Aug 2009
Location: The Central Coast of California
Device: Kobo Libra2,Kobo Aura2v1, K4NT(Fixed: New Bat.), Galaxy Tab A
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Even a lousy 'refurb' would wipe the contents. What if that reader was for a Minor and the previous owner had some XXX stuff on it? ![]() There was something really screwy happening. Returns usually do not end up at the same 'dock' as Shipping (and packing). Kobo is NOT a 2 horse operation were everything in S&R is done by 1 person. |
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#20 | |
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Grand Sorcerer
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 8,024
Karma: 71261339
Join Date: Feb 2009
Device: Kobo Clara 2E
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Otherwise what do you do... Wait 3 days and recontact them, chat again, Facebook, Twitter, assume they lost your email, assume Covid has impacted them and they will contact you eventually, ...? |
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#21 | |
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Enthusiast
![]() Posts: 30
Karma: 10
Join Date: May 2020
Location: Texas, USA
Device: Kobo Libra 2, Kobo Libra H2O, Kobo Glo HD, Kobo Arc 7, iPad Mini 2
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At least, that is what I observed with the times I dealt with sending a replacement back (and I'm in the USA). I sent it to a center in NY. My new replacement came from distribution in Canada. So, I am baffled as to how the unit sent out was "used." |
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#22 | ||
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Wizard
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 2,857
Karma: 22003124
Join Date: Aug 2014
Device: Kobo Forma, Kobo Sage, Kobo Libra 2
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Just so folks can see OPs original post on the related topic without hunting it down
Quote:
Quote:
So honestly I’m personally discounting the preloaded books. Too many oddities around that that are not the responsibility of Kobo. Which narrows this down to fingerprints by the buttons, for any Forma owners you know this can happen but they’re so insanely easy to clean that unless the maker virtually oozed oils from their fingers I’d be surprised at a permanent marking. And even a refurbished unit will have been cleaned. Finally the USB port is “loose”. I can wiggle the cable when it’s plugged in to my Forma, same as I could on my Aura One and H2O, as well as virtually every micro USB device I’ve ever owned. |
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#23 | |
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Connoisseur
![]() Posts: 54
Karma: 10
Join Date: May 2010
Location: Oakville, ON, Canada
Device: Kobo Forma
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Quote:
Yes, all of the above is correct. But there is absolutely no way that the "phantom books" somehow were transferred from my PC to the unit. I am certain for this for two reasons 1. I have 539 books in my Calibre collection (not less, not more, all EPUB) - and they are all 100% in German or English (the 2 GB books I also copied were PDF-s, stored in a folder called .PDF, hence invisible to the unit itself - also they were again all English and German) 2. The "phantom books" - of which there were 6 - showed up only in the series view (and nowhere else). 3. I have sent screenshots of the phantom books to Kobo - and the fact that when I actually clicked on the book it took me to a page saying shop for the book with Kobo - and they confirmed that this is not how a new unit (or any unit) should look like. (So those books were NOT on the unit - just some link / reference to them was) 4. Yes, I hacked the device (as on the day I got it Kobo was down) - but hacking is a very simple one step process which should not create phantom books. The Calibre issue (transferring the books) had nothing to do with this - that was related to a buggy plugin. And my real issue with this is NOT that Kobo somehow sent me a used unit (every company can make mistakes and I can live with that) My issue is that during 3 separate chat sessions I "spoke": to multiple people (every time waiting, being on hold, explaining over and over again) - and they all promised "for sure" to take steps in a given timeframe: and NONE of those steps were actually taken in the timeframe promised. (I still have not returned the unit - and today is 1 week from the initial contact with Customer service in which they PROMISED that they send instruction within 2 days, so I can return. I still do not have the instructions. If they tell me this takes 1 week, 2 weeks etc. - I am not happy but I live with it. But they said 2 days, then 2 days later they said now it is elevated and I will get instructions the same day or the following day. Same for the store credit they offered - the very first CSR said she will put in on my account. I took 2 more calls to actually get it as she has not done it and the second person who also committed to do it right there has not done in either etc etc ) I also emailed Kobo - and they never replied to my email. So yes, mistakes happen and I would not complain about it. But a customer service function which does not work (as it should) is an issue as the customer needs to waste time over and over - hence I posted here. Last edited by Gadgetguy; 09-05-2020 at 08:11 PM. |
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#24 | |
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Wizard
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 2,134
Karma: 16342480
Join Date: May 2017
Device: Sage, Scribe, Boox Note 2 Plus, iPad Pros and Samsungs S6,S7,S8
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Quote:
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#25 | |
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Wizard
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 2,857
Karma: 22003124
Join Date: Aug 2014
Device: Kobo Forma, Kobo Sage, Kobo Libra 2
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Quote:
Should Kobo CS be better sure. But it’s a bit much to call them liars, especially when GadgetGuy has, as I’ve shown above several times, reported the same events differently and not insignificantly so. In my experience calling CS, of any company, is better than emailing or online chats. Email is actually the worst way as it’s prone to so many issues beyond seeking clarification on things. |
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#26 |
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Connoisseur
![]() Posts: 54
Karma: 10
Join Date: May 2010
Location: Oakville, ON, Canada
Device: Kobo Forma
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#27 |
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Connoisseur
![]() Posts: 54
Karma: 10
Join Date: May 2010
Location: Oakville, ON, Canada
Device: Kobo Forma
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Agreed. The problem is that I have not found any number that would work to call them. I tried several...
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#28 |
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Grand Sorcerer
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 13,717
Karma: 80104526
Join Date: Nov 2007
Location: Toronto
Device: Libra H2O, Libra Colour
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As an FYI. I just did a factory reset of a Kobo and used that hack.
This is on a Clara HD and the factory reset took it to 4.7.10733 I've yet to upgrade the f/w, or even connect it to wifi. My Books / Authors lists 4 pages of Authors (38 Authors) including some that are Chinese or Japanese. Each author claims to have 1 book, but selecting that author shows no books. There are no collections or books shown. Connecting to WiFi results inj an upgrade being downloaded. Post installation I'm now at 4.23.15548 with still 38 Authors listed and no books. Subsequent syncs check for an upgrade and then fail due to lack of kobo account. Examining the device shows the following files Spoiler:
I think it's safe to say that the real issue here is the factory reset partition contains extra data. |
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#29 |
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Groupie
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 184
Karma: 700000
Join Date: Dec 2016
Device: Kindle Oasis (2nd), Kobo Aura One, Kindle Voyage, Kobo H2O (1st)
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I'm sorry you've had this bad experience. Like you've said, the service you've received is definitely bad - a better company would have stuck to the timeframe it had promised, and would have sent out a replacement device BEFORE receiving your refurbished one. It's as if they do not value your time. Also I think it is very odd that people are scrutinising your posts and implying that you may be dishonest... I guess some people don't like to see their favourite company criticised. Probably, the team at Kobo are not concerning themselves with this kind of nonsense, and are merely incompetent.
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#30 | |
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Wizard
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 2,857
Karma: 22003124
Join Date: Aug 2014
Device: Kobo Forma, Kobo Sage, Kobo Libra 2
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Quote:
Especially when the same person has inconsistencies in their posts and it’s such a bizarre case regardless of those inconsistencies. Should the CS be better? Yes. That doesn’t mean they’re lying just that the system is failing. |
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