Not happy with Kobo Customer Service

tiniree · 09-14-2010, 06:33 PM

On 9/9 I called Kobo CS because a book I wanted to download refused because it said they didn't have authorization. The CS rep put in a request to fix it and said they would email me back when fixed or handled.

Today I hadn't heard anything so I went online to see if the book was still listed and to see if maybe they had attached a note or something alerting people of the problem when trying to download this book.

Guess what? When all this started and I alerted CS about the problem, the book was free. Now it is for purchase only and I still have not heard back. I contacted them by phone and was told it would probably be a few more days. They could not tell me if they would honor the "free" download or not when fixed!

Lovely!

Marie

SensualPoet · 09-14-2010, 07:58 PM

I had a similar problem a few weeks back. The book was coded as "-1¢" instead of $0 and in the payment routine it must have hung up: a credit card can't be charged "-1¢" so it got confused. By the time ti was sorted out, the free book was converted to paid. Customer service -- at their prompting, not mine -- offered me another free book of my choice from a designated list (I used the code on something not on the list ...).

My experience with Kobo service has been really good. Why not write back to the person who first responded and explain the book has now gone to "paid" status? I will bet they'll find a solution which works for you under the circumstances.

Once you have firm resolution, would you mind replying back here?

Squirsier · 09-14-2010, 08:31 PM

After almost a month (purchased on August 17) I am still awaiting on a refund, or credit, of an eBook I bought, by my own fault, that wasn't available as an ePub.

The first level of customer service was prompt and friendly, then my request was passed to the billing department, which to my understanding is non-existant heh

SensualPoet · 09-14-2010, 09:24 PM

My dealings have been strictly via e-mail. It was prompt and direct.

How can you buy a book from kobobooks that isn't an ePub? Is that possible?

Squirsier · 09-14-2010, 09:31 PM

Quote:

Originally Posted by SensualPoet

My dealings have been strictly via e-mail. It was prompt and direct.

How can you buy a book from kobobooks that isn't an ePub? Is that possible?

Yes, it unfortunately is... Some eBooks are not available as ePubs, only as Web and Mobile. Didn't realize what I was doing until I bought the eBook (Napoleon's Pyramids by William Dietrich), because I too, figured there was an ePub version of everything on the site - not so.

tiniree · 09-15-2010, 11:52 AM

Just got a reply to the second email I sent regarding the first request. I basically told them I hadnt heard anything on the original request and that I noticed the book was now for purchase, not free. I wondered if I would be able to get the book for free once the problem was corrected.

The reply this morning said, "This request will be deleted as the original request is being handled by another agent".

No mention of when it might be fixed or when I could expect an answer. I will go to the original request ticket and add a comment to see if I get anywhere.

Marie

HarleyB · 09-15-2010, 09:43 PM

Quote:

Originally Posted by Squirsier

Yes, it unfortunately is... Some eBooks are not available as ePubs, only as Web and Mobile. Didn't realize what I was doing until I bought the eBook (Napoleon's Pyramids by William Dietrich), because I too, figured there was an ePub version of everything on the site - not so.

If you are really interested in this book and haven't found it elsewhere keep checking with Kobo.
I had the same situation a few weeks back. As I don't use the Kobo desktop app (my Kobo came with the Borders app as I live in Australia) I was unable to access the book.
I managed to get a link to the Kobo app from someone here and was able to download the book directly to my Kobo (I really wanted the book not a refund) but within a week or so the ePub version appeared.
Kobo then sent me instructions on how to download the ePub (which was very sweet of them!) but of course I had already done that as soon as the ePub appeared.

Squirsier · 09-15-2010, 09:51 PM

Quote:

Originally Posted by HarleyB

If you are really interested in this book and haven't found it elsewhere keep checking with Kobo.
I had the same situation a few weeks back. As I don't use the Kobo desktop app (my Kobo came with the Borders app as I live in Australia) I was unable to access the book.
I managed to get a link to the Kobo app from someone here and was able to download the book directly to my Kobo (I really wanted the book not a refund) but within a week or so the ePub version appeared.
Kobo then sent me instructions on how to download the ePub (which was very sweet of them!) but of course I had already done that as soon as the ePub appeared.

It's been almost a month (will be in 2 days) and the book is still not available in ePub, which I ended up buying from the Sony Store (for cheaper too, go figure), so I really want that credit or refund :/

taming · 09-17-2010, 06:49 AM

Kobo staff read (and write on) the Kobo forum--not sure if they read this one. You may want to ask a mod to move the thread. My experience with Kobo help has been good, btw.

tiniree · 09-21-2010, 01:03 PM

Well, I have written to them twice more and have gotten NO response. The original request still says that it is being handled by "so and so" but have not heard back. Very frustrating.

Marie

sweevo · 09-21-2010, 02:07 PM

That reminds me of the time I tried to use Steam. I've never used the service before, but they had a huge sale and I decided to take the plunge, open an account and order a couple dozen titles.

Their anti-fraud safeguards kicked in, they claimed it was my credit card's fault, and by the time I got that cleared up with customer service, one game was no longer on sale.

Customer service reps were unable to credit me for the difference.

So instead of a satisfied customer starting off with dozens of titles and undoubtedly buying more, Steam has somebody who will never use the service again, after all the time spent (including on the phone with my credit card company) and aggravation.

The price adjustment I asked for was under five dollars.

Squirsier · 09-21-2010, 04:56 PM

They've finally reimbursed my mistakenly purchased eBook not available in ePub

Xtfreak · 09-21-2010, 09:23 PM

Quote:

Originally Posted by Squirsier

They've finally reimbursed my mistakenly purchased eBook not available in ePub

You should be very happy.
By your own addmitance (in your earlier post) you bought an ebook in the wrong format.
You then went to Kobo.
Even though it was no fault of thiers that you purchased the ebook they still reinbursed you.
In this case it is very good customer service if you ask me.
Bill

Squirsier · 09-21-2010, 09:38 PM

Quote:

Originally Posted by Xtfreak

You should be very happy.
By your own addmitance (in your earlier post) you bought an ebook in the wrong format.
You then went to Kobo.
Even though it was no fault of thiers that you purchased the ebook they still reinbursed you.
In this case it is very good customer service if you ask me.
Bill

It took more than a month, so I'd cut that to "good customer" support

09-14-2010, 06:33 PM	#1
tiniree Zealot Posts: 118 Karma: 64626 Join Date: Sep 2010 Location: AZ Device: Nook 1st Gen	Not happy with Kobo Customer Service On 9/9 I called Kobo CS because a book I wanted to download refused because it said they didn't have authorization. The CS rep put in a request to fix it and said they would email me back when fixed or handled. Today I hadn't heard anything so I went online to see if the book was still listed and to see if maybe they had attached a note or something alerting people of the problem when trying to download this book. Guess what? When all this started and I alerted CS about the problem, the book was free. Now it is for purchase only and I still have not heard back. I contacted them by phone and was told it would probably be a few more days. They could not tell me if they would honor the "free" download or not when fixed! Lovely! Marie

09-14-2010, 08:31 PM	#3
Squirsier Addict Posts: 279 Karma: 51156 Join Date: Nov 2009 Location: Longueuil, QC Device: Sony: PRS-300, PRS-350. Kobo: Aura v2, Clara HD, Libra 2, Colour	After almost a month (purchased on August 17) I am still awaiting on a refund, or credit, of an eBook I bought, by my own fault, that wasn't available as an ePub. The first level of customer service was prompt and friendly, then my request was passed to the billing department, which to my understanding is non-existant heh Last edited by Squirsier; 09-14-2010 at 08:37 PM. Reason: Time flies!

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09-14-2010, 07:58 PM	#2
SensualPoet Wizard Posts: 2,302 Karma: 2607151 Join Date: Nov 2009 Location: Toronto Device: Kobo Aura HD, Kindle Paperwhite, Asus ZenPad 3, Kobo Glo	I had a similar problem a few weeks back. The book was coded as "-1¢" instead of $0 and in the payment routine it must have hung up: a credit card can't be charged "-1¢" so it got confused. By the time ti was sorted out, the free book was converted to paid. Customer service -- at their prompting, not mine -- offered me another free book of my choice from a designated list (I used the code on something not on the list ...). My experience with Kobo service has been really good. Why not write back to the person who first responded and explain the book has now gone to "paid" status? I will bet they'll find a solution which works for you under the circumstances. Once you have firm resolution, would you mind replying back here?

09-14-2010, 09:24 PM	#4
SensualPoet Wizard Posts: 2,302 Karma: 2607151 Join Date: Nov 2009 Location: Toronto Device: Kobo Aura HD, Kindle Paperwhite, Asus ZenPad 3, Kobo Glo	My dealings have been strictly via e-mail. It was prompt and direct. How can you buy a book from kobobooks that isn't an ePub? Is that possible?

09-15-2010, 11:52 AM	#6
tiniree Zealot Posts: 118 Karma: 64626 Join Date: Sep 2010 Location: AZ Device: Nook 1st Gen	Just got a reply to the second email I sent regarding the first request. I basically told them I hadnt heard anything on the original request and that I noticed the book was now for purchase, not free. I wondered if I would be able to get the book for free once the problem was corrected. The reply this morning said, "This request will be deleted as the original request is being handled by another agent". No mention of when it might be fixed or when I could expect an answer. I will go to the original request ticket and add a comment to see if I get anywhere. Marie

09-17-2010, 06:49 AM	#9
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	Kobo staff read (and write on) the Kobo forum--not sure if they read this one. You may want to ask a mod to move the thread. My experience with Kobo help has been good, btw.

09-21-2010, 01:03 PM	#10
tiniree Zealot Posts: 118 Karma: 64626 Join Date: Sep 2010 Location: AZ Device: Nook 1st Gen	Well, I have written to them twice more and have gotten NO response. The original request still says that it is being handled by "so and so" but have not heard back. Very frustrating. Marie

09-21-2010, 02:07 PM	#11
sweevo Groupie Posts: 197 Karma: 6848 Join Date: Aug 2010 Device: Sony PRS-650, Kindle Touch	That reminds me of the time I tried to use Steam. I've never used the service before, but they had a huge sale and I decided to take the plunge, open an account and order a couple dozen titles. Their anti-fraud safeguards kicked in, they claimed it was my credit card's fault, and by the time I got that cleared up with customer service, one game was no longer on sale. Customer service reps were unable to credit me for the difference. So instead of a satisfied customer starting off with dozens of titles and undoubtedly buying more, Steam has somebody who will never use the service again, after all the time spent (including on the phone with my credit card company) and aggravation. The price adjustment I asked for was under five dollars.

09-21-2010, 04:56 PM	#12
Squirsier Addict Posts: 279 Karma: 51156 Join Date: Nov 2009 Location: Longueuil, QC Device: Sony: PRS-300, PRS-350. Kobo: Aura v2, Clara HD, Libra 2, Colour	They've finally reimbursed my mistakenly purchased eBook not available in ePub