Hoping this is not what I can expect from Customer Help in future

[paulsalter]

Originally Posted by Mrs_Often

It's like Kobo have just planted a bunch of random people that don't read at all and don't own a reader and never browse the Kobobooks site in front of a computer to answer emails. Come on. Pfft.

Only ever logged a couple of issues with Kobo and it seems like the first response you get is just an automated reply with the most common fix

I have not had a problem with the first level of support after this, they have been polite and offered other suggestions/passed the fault on

It's the next level of support I have issues with, they just ignore you

[meeera]

Originally Posted by paulsalter

Only ever logged a couple of issues with Kobo and it seems like the first response you get is just an automated reply with the most common fix

... for a random issue from the FAQ that may or may not contain one or more keywords present in your email.

[paulsalter]

Originally Posted by meeera

... for a random issue from the FAQ that may or may not contain one or more keywords present in your email.

I think they just scan your email for the device you have

1)Receive email from customer
2)Scan email for reader being used
3)Auto reply how to reset/reinstall reader/app
4)If this doesn't work, ignore customer until they go somewhere else



In seriousness, I got the chance of joining a customer focus group when I logged my last issue, should have joined so I could say what is wrong with their customer service

[TongueTied]

I read somewhere that Kobo contract out their first tier email support. It looks like they don't monitor it because it is more than useless, it is infuriating. The only decent support I have received from Kobo is on the phone. I don't know if that is in-house or contracted but you at least get people with brains. Of course, their tier 2 support is as common as unicorns and fairies.

I really can't understand why they don't pay more attention to their support since it is probably the main reason current customers become former customers. Before finding mobileread.com, I was all set to buy a Kindle. I even went to a local seller to buy one. The only thing that held me back was that I wanted to do a search to see if a new model was likely to come out soon. Now that it has, I am back to that decision point: horrible kobo support or Amazon. I am still deciding.