Lack of support from Kobo

[molman]

Originally Posted by SameerH

@molman I sent him a build last night. Everyone is also free to also download the latest desktop app from http://www.kobo.com/desktop

Well done. Will wait to hear how marcardis goes.

Hopefully some feedback re: the email customer support replys has made it's way back to the right people at Kobo so that the communication improves in the future.

[marcardis]

SameerH kindly sent me a link to a French language version of Kobo Desktop.

Before running the new version he asked me to do the following:

"2. The 'connect your ereader' screen always popping up also needs to be addressed so that you can test that #1 is fixed. To do this, after you install the attached build:
1. Right click on the desktop application icon and go to 'Properties'
2. In the 'Target' field you will see something like: "C:\Program Files (x86)\Kobo\Kobo.exe" --affiliate Kobo --enable-fte
3. DELETE the part that says "--enable-fte"
4. Click Apply and close the window
5. Start the Kobo app"

I did this - Kobo loaded - my books synced!!!!!

Before replying tonight I thought that I would just load Kobo Desktop again to check all was well.

Before the program loaded a popup told me (in French) that there was a new update. There was no option to skip this and do it at a later stage.

I downloaded and installed the update and the removed the enable-fte text.

Upon starting the program it came up with the old message telling me to connect my bloody device!!!

If I now delete this version and install SameerH's, the next time I run it it will tell me there is a new update.

Thanks to SameerH and everyone else - zero points to Kobo

Have a good Sunday - 11pm on Saturday here in France!

Marcardis

[marcardis]

I just thought that I would try installing SameerH's version again.

When I use the link he provided in the email it comes up with Error 404.

Back to where I started!

Marcardis

[molman]

Originally Posted by marcardis

I just thought that I would try installing SameerH's version again.

When I use the link he provided in the email it comes up with Error 404.

Back to where I started!

Marcardis

I believe the latest version (including the local lang. options) is on the main website: http://download.kobobooks.com/deskto.../kobosetup.exe

Also after the update did you do this again?

"2. The 'connect your ereader' screen always popping up also needs to be addressed so that you can test that #1 is fixed. To do this, after you install the attached build:
1. Right click on the desktop application icon and go to 'Properties'
2. In the 'Target' field you will see something like: "C:\Program Files (x86)\Kobo\Kobo.exe" --affiliate Kobo --enable-fte
3. DELETE the part that says "--enable-fte"
4. Click Apply and close the window
5. Start the Kobo app"


If your Kobo icon/shortcut has the "--enable-fte" it seems to want to do a first time setup (just tried adding that to my shortcut). You probably have to delete this on your icon the first time.

I will admit once I had tried this switch I didn't seem to have any choice but to reconnect my Kobo eReader which was indeed annoying.

Sameer perhaps a question in the First Setup screens saying "do you have a Kobo eInk Reader" or such.. and based on that selection forcing the connection of it or not might be a better course.

[marcardis]

I uninstalled all traces of the old Kobo installations and down loaded the new version from Molman's link.

After installation I checked the icon properties - no "enable-fte" text there.

I started up the program - no prompt to connect my device - just a login prompt.

Did this and my purchased books were displayed correctly - fingers crossed!!

Many thanks to all who have offered helpful advice on this problem - what a good community out there!

Marcardis

[SameerH]

Originally Posted by marcardis

I uninstalled all traces of the old Kobo installations and down loaded the new version from Molman's link.

After installation I checked the icon properties - no "enable-fte" text there.

I started up the program - no prompt to connect my device - just a login prompt.

Did this and my purchased books were displayed correctly - fingers crossed!!

Many thanks to all who have offered helpful advice on this problem - what a good community out there!

Marcardis

Finally! Very happy to see this resolved and very sorry it wasn't sooner.

Let us know how you like the french interface.

[molman]

@marcardis: Good to hear. Let us know how you end up going using it.

@Sameer. Can I ask what all the various application switches are? Are these publicly documented somewhere?

[Roger1322]

Kobo's Customer Service consists of automated replies. I'v had it with this outfit and will no longer deal with them (they won't deal with me). From now on it's my Nook and me - Piss Off, Kobo!

P.S. Keep the requested refund on the screwed up ebook download - you intended to steal it anyway.

[PeterT]

Originally Posted by Roger1322

Kobo's Customer Service consists of automated replies. I'v had it with this outfit and will no longer deal with them (they won't deal with me). From now on it's my Nook and me - Piss Off, Kobo!

P.S. Keep the requested refund on the screwed up ebook download - you intended to steal it anyway.

As usual, I am amazed by the vehemence that a first time poster in the Kobo forum has. (Yes; I *KNOW* you have posts elsewhere but....)

[Roger1322]

"but'" what? Here's another example - One of the books I downloaded is riddled with scrambled words ( I have purchased several books during my short subscription stay) and, so, I requested a refund. You wouldn't believe the 2 replies (finally, after 2 weeks I got replies) - one stating it would be looked into and the second stating there appeared to be nothing wrong with the book! Either the support guy didn't check out the specific words on the specific pages or he is ignorant. I don't want to be too harsh on Kobo but, for crying out loud, I have owned 5 different ereaders and purchased books from numerous sites and have never dealt with an outfit that seems determined to drive away customers. Just read the comments after a google search and you will think this "first time poster" was actually a little gentle on Kobo.

Have a good day, Peter (Really)

Roger

[molman]

@Roger1322: To be fair I believe most the books are provided by the publishers and then loaded up by Kobo. If there is some kind of error in the book itself I'd image the publisher would need to get involve unless said error was introduced between what was provided to Kobo by said publisher and any formatting done when it is turned into a kepub (which I suspect is minimal). Most people wont give you the rights to modify their works for sale even if it is to fix their errors.

I'm curious what the book was, and where the issues resided?

It doesn't excuse the poor email responses, but as an issue it is one that isn't uncommon with ebooks where publishers seem to be rather sloppy. I've had numerous Amazon Kindle books with spelling errors and similar formatting and even grammar issues. A recent Neil Stephenson one was so bad they released an updated version for it. I think its partially why there seems to be some on this forum who reformat their ebooks for a better experience.

[taming]

It is helpful to know what book and what format. Is it a kepub or an Adobe ADE formatted book?

Being rude on Mobile Read, which is not an official Kobo support site, may make you feel like you have done something--even if your only goal was to keep other people from trying Kobo. People who sound this angry don't really influence anyone very much. If you want to get angry at Kobo, go to getsatisfaction.com/kobo and start a thread with your ticket number and complete information. The people staffing that site are being paid to be nice to you while they try to solve your problems with Kobo products.

[artifact]

I've been sloooowly getting support via email for my dead Touch so don't give up entirely. It has been about a week for any response to my mails, and I had to send a second nudge requesting any sort of acknowledgement after I snail-mailed my dead Touch to Toronto. The eventual response after the nudge was a request for my postal address. Now there is no notice the replacement has mailed and I expect it to show up in my mailbox before support bothers to mention its shipped.

They sure seem loathe to talk to customers. I would have loved some more details like 'we got your email that you sent your reader and are waiting for it to arrive', 'we received your reader and are looking at it' and 'we have shipped your replacement, here is the tracking number' messages.

(for anyone keeping score or comparing problems: my Touch is frozen at the powered off screen and won't turn on or reset, just a flicker of the blue/green light and no response.)

[taming]

I think this is due to a lack of coordination in handoffs. Tier 1 sends it on to the fulfillment folks, or Tier 2, and they do the action. Somehow the need to communicate to the customer is being lost. I had a similar thing recently. Someone higher up had fixed a double billing, and then a few days later I got an email about it. I had noticed that I had a store credit, and not known for sure where it came from.

[mrclogz1947]

I take it that this is the KOBO section I was asked to put my post here By your president:
new to this full of expectations.lots of problems with KOBO reader.
I purchased one from a bookshop chain in NZ starting the name with W.
The machine came loaded with 100 books.Since yesterday another person had a KOBO reader touch not from a bookshop I think I could get this reader to work on their computer.Loaded Adobe program and KOBO program.It went fine could synchrony the thing and load a book from our library.It was an iMac with SL.My own iMac with lion download the files from the library but these are not recognized.Puzzled and lost many hours do not know how to solve?Maybe this forum might help?

MrClogz1947 Jan Verweerde Whangaparaoa