Kobo CS: Do they even READ your question?

ficbot · 01-29-2011, 09:29 PM

I am baffled. I sent a helpdesk request to Kobo about a book I purchased which had numerous errors in it (e.g. lack of spaces between words, random line breaks etc.) I just got back a rambling form-letter reply about how to remove a book from the Kobo desktop app and then re-sync my 'I'm Reading' list, and it finished with 'we hope this answers your question.' Um...my question was not even about that! The reply had nothing at all to do with my question! I am not using the Kobo app at all, for one thing (I download via ADE or read on the iPad). And I know how to manage the list. What I wanted was for the error-filled book to be corrected so I could download it again. I am baffled as to how anyone who even remotely read the email could possibly think that what they sent me was an appropriate reply.

They must have some stoned robot monkeys manning the helpdesk this week...

cemeterygirl · 01-30-2011, 12:12 AM

I sent them a help request this past week, too. Haven't heard anything yet. My issue is that I dowloaded a book off the Borders site one week, a week later downloaded one off the Kobo site ... and now the first book has disappeared. What gives? I've only had it a couple weeks and am already pretty annoyed. Good luck getting the info you need--I hope they get back to you soon.

baronrus · 01-30-2011, 11:19 AM

Quote:

Originally Posted by cemeterygirl

I sent them a help request this past week, too. Haven't heard anything yet. My issue is that I dowloaded a book off the Borders site one week, a week later downloaded one off the Kobo site ... and now the first book has disappeared. What gives? I've only had it a couple weeks and am already pretty annoyed. Good luck getting the info you need--I hope they get back to you soon.

I called them with a battery issue on my kobo-1 and they opend case up and by the time I sent them the kobo adn they fixed it and sent it back it was 4 business days. i thought it was pretty good CS.

On the otherhand I had initiated that call after waiting ro 5 days to here back from them on the same issue that I had tried to open up on their web page...so it seems like calling them got faster results for me than relying on them updated their web cases.

robko · 01-30-2011, 11:57 AM

I feel your pain ficbot. I swear they have a computer algorithm that looks at requests and picks the best form letter answer. Very frustrating if it takes them a couple of days to respond and then the response doesn't even relate to your question. Tier 1 customer service seems to have improved over the last couple of months, but they still have a ways to go (and don't get me started on Tier 2).

Anthem · 01-30-2011, 12:29 PM

You are most fortunate in that you received as little as an automatic response! The Kobo gods have blessed you and your prostration before them will be expected from now on.

My help requests to Kobo have gone entirely unheeded.

Due to the fact that I am unable to do anything about it I don't do anything about it. I may even keep giving them money in order to see their years long Goto page project finally completed (which proves me for the lazy wretch I am). (In the e-reader software world there is no precedent for a Goto page feature. It's really hard to make a Goto page feature, it requires years of research and millions of dollars in the development of this entirely new ground so it could still be a ways off but the world will be a completely different place once Kobo unveils their masterpiece! :P)

MikeLC · 01-30-2011, 05:46 PM

I'd post a topic on the getsatisfaction.com/kobo website with a topic and the reference number (if any) given, as Kobo employees do post and view that website more often then not.

KoboNo · 01-31-2011, 09:39 AM

Quote:

Originally Posted by MikeLC

I'd post a topic on the getsatisfaction.com/kobo website with a topic and the reference number (if any) given, as Kobo employees do post and view that website more often then not.

Why would we post our issues twice? If Kobo cannot propery keep up thier own support system then they should eliminate it; not introduce yet another Web site.

P.S. I sent a few questions shortly before Christmas and have yet to get any response back. It is a sad situation but it is a reality with Kobo.

ringerc · 01-31-2011, 10:37 PM

Yeah - the dev guys are great, but their customer-facing support are dire, and are giving the company a bad name.

SameerH · 02-01-2011, 02:07 PM

Hey guys, send me your ticket #'s (shasan at kobobooks dot com) or post them here, and I will get them looked at.

We are ramping up our customer care to meet the growing demand. It certainly has been a challenge but we are fixing it.

baronrus · 02-01-2011, 02:12 PM

Quote:

Originally Posted by SameerH

Hey guys, send me your ticket #'s (shasan at kobobooks dot com) or post them here, and I will get them looked at.

We are ramping up our customer care to meet the growing demand. It certainly has been a challenge but we are fixing it.

Ticket #155092 for the most part this was a very satisfactory experience I sent the kobo-1 in for poor battery life and got it back in 5 days which was great. The only outstanding issue that I have not heard back on was what was done to it? did they replace the battery? the whole kobo or what. Except for that last little bit of closure on the ticket everything was good.

Thanks

SameerH · 02-01-2011, 02:16 PM

Quote:

Originally Posted by baronrus

Ticket #155092 for the most part this was a very satisfactory experience I sent the kobo-1 in for poor battery life and got it back in 5 days which was great. The only outstanding issue that I have not heard back on was what was done to it? did they replace the battery? the whole kobo or what. Except for that last little bit of closure on the ticket everything was good.

Thanks

Sounds great. Most likely you got a new one. Is the battery holding? Tier 2 customer care will have to look up your CEL (Return) # to see what happened at the returns centre. I will see if I can go straight to the source.

baronrus · 02-01-2011, 02:20 PM

Quote:

Originally Posted by SameerH

Sounds great. Most likely you got a new one. Is the battery holding? Tier 2 customer care will have to look up your CEL (Return) # to see what happened at the returns centre. I will see if I can go straight to the source.

It was my wife's kobo and I havnt heard any complaints form her since she got it back so that either means I am being extra good or the kobo is working not sure which.

KoboNo · 02-02-2011, 12:08 AM

Quote:

Originally Posted by SameerH

Hey guys, send me your ticket #'s (shasan at kobobooks dot com) or post them here, and I will get them looked at.

We are ramping up our customer care to meet the growing demand. It certainly has been a challenge but we are fixing it.

I have been vocal of Kobo's mistakes in the past, but users such as SameerH that log in and help out through these forums really makes you appreciate a small company like this. Kobo is nowhere near greatness but efforts such as this are great.

ficbot · 02-02-2011, 07:49 AM

My ticket is #169373 Formatting errors in a purchased book, and I have the same issue with another purchased book 'The Captain's Honour' which I just read. Terrible errors all over the place.

ficbot · 02-02-2011, 02:26 PM

Sameer, I have sent you a PM with two more problem books. Unacceptable! Four books in a week! One has random periods in the middle of the sentences, and the other has no quotation marks at all.

01-30-2011, 12:29 PM	#5
Anthem Guru Posts: 704 Karma: 1622328 Join Date: Dec 2010 Location: USA Device: Kindle Oasis, OnePlus Nord	You are most fortunate in that you received as little as an automatic response! The Kobo gods have blessed you and your prostration before them will be expected from now on. My help requests to Kobo have gone entirely unheeded. Due to the fact that I am unable to do anything about it I don't do anything about it. I may even keep giving them money in order to see their years long Goto page project finally completed (which proves me for the lazy wretch I am). (In the e-reader software world there is no precedent for a Goto page feature. It's really hard to make a Goto page feature, it requires years of research and millions of dollars in the development of this entirely new ground so it could still be a ways off but the world will be a completely different place once Kobo unveils their masterpiece! :P) Last edited by Anthem; 01-31-2011 at 10:27 PM.

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01-29-2011, 09:29 PM	#1
ficbot Wizard Posts: 2,409 Karma: 4132096 Join Date: Sep 2008 Device: Kindle Paperwhite/iOS Kindle App	Kobo CS: Do they even READ your question? I am baffled. I sent a helpdesk request to Kobo about a book I purchased which had numerous errors in it (e.g. lack of spaces between words, random line breaks etc.) I just got back a rambling form-letter reply about how to remove a book from the Kobo desktop app and then re-sync my 'I'm Reading' list, and it finished with 'we hope this answers your question.' Um...my question was not even about that! The reply had nothing at all to do with my question! I am not using the Kobo app at all, for one thing (I download via ADE or read on the iPad). And I know how to manage the list. What I wanted was for the error-filled book to be corrected so I could download it again. I am baffled as to how anyone who even remotely read the email could possibly think that what they sent me was an appropriate reply. They must have some stoned robot monkeys manning the helpdesk this week...

01-30-2011, 12:12 AM	#2
cemeterygirl Junior Member Posts: 2 Karma: 10 Join Date: Jan 2011 Device: Kobo wifi	I sent them a help request this past week, too. Haven't heard anything yet. My issue is that I dowloaded a book off the Borders site one week, a week later downloaded one off the Kobo site ... and now the first book has disappeared. What gives? I've only had it a couple weeks and am already pretty annoyed. Good luck getting the info you need--I hope they get back to you soon.

01-30-2011, 11:57 AM	#4
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	I feel your pain ficbot. I swear they have a computer algorithm that looks at requests and picks the best form letter answer. Very frustrating if it takes them a couple of days to respond and then the response doesn't even relate to your question. Tier 1 customer service seems to have improved over the last couple of months, but they still have a ways to go (and don't get me started on Tier 2).

01-30-2011, 05:46 PM	#6
MikeLC Chapter/Indigo Employee Posts: 47 Karma: 12 Join Date: Nov 2010 Location: Toronto, Canada Device: Kobo iPhone, Kobo Wifi, Kobo Touch Ereader	I'd post a topic on the getsatisfaction.com/kobo website with a topic and the reference number (if any) given, as Kobo employees do post and view that website more often then not.

01-31-2011, 10:37 PM	#8
ringerc Enthusiast Posts: 31 Karma: 64 Join Date: Jan 2011 Location: Australia Device: Kobo	Yeah - the dev guys are great, but their customer-facing support are dire, and are giving the company a bad name.

02-01-2011, 02:07 PM	#9
SameerH Product Manager Posts: 487 Karma: 590887 Join Date: May 2010 Location: Toronto Device: Kobo Aura H2O	Hey guys, send me your ticket #'s (shasan at kobobooks dot com) or post them here, and I will get them looked at. We are ramping up our customer care to meet the growing demand. It certainly has been a challenge but we are fixing it.

02-02-2011, 07:49 AM	#14
ficbot Wizard Posts: 2,409 Karma: 4132096 Join Date: Sep 2008 Device: Kindle Paperwhite/iOS Kindle App	My ticket is #169373 Formatting errors in a purchased book, and I have the same issue with another purchased book 'The Captain's Honour' which I just read. Terrible errors all over the place.

02-02-2011, 02:26 PM	#15
ficbot Wizard Posts: 2,409 Karma: 4132096 Join Date: Sep 2008 Device: Kindle Paperwhite/iOS Kindle App	Sameer, I have sent you a PM with two more problem books. Unacceptable! Four books in a week! One has random periods in the middle of the sentences, and the other has no quotation marks at all.