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Old 04-23-2013, 05:52 PM   #31
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Originally Posted by Skydog View Post
My pre-order was placed and confirmed via email on the 16th. A temporary CC pre-authorization was posted on 4/17. On 4/20 that pre-auth disappeared and there has been no activity whatsoever from Kobo. A phone call confirmed my order is indeed in their system. I am very spoiled by Amazon's excellent customer service -- they rule when it comes to e-commerce.
Boy isn't that the truth! I've been totally spoiled by Amazon's stellar CS. When I talked to the Kobo rep on Sunday I asked about their return policy - I was told that you can only return it if it's faulty/broken! So not product satisfaction guarentee???
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Old 04-23-2013, 05:55 PM   #32
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Originally Posted by louden View Post
FYI, I got a shipping notice today from Kobo. I ordered (onyx) on 4/16, got an invoice on 4/17 and now have a tracking number that the Canadian post office says is 4-10 business days out.

I can put the tracking number into the USPS website, and it shows the kobo is in Toronto.
Excellent!!!!
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Old 04-23-2013, 05:56 PM   #33
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Originally Posted by louden View Post
FYI, I got a shipping notice today from Kobo. I ordered (onyx) on 4/16, got an invoice on 4/17 and now have a tracking number that the Canadian post office says is 4-10 business days out.

I can put the tracking number into the USPS website, and it shows the kobo is in Toronto.
Forgot to ask, what state are you in?? I'm on the East Coast so I wonder if the 4-10 business days is for anywhere in the U.S. or specific to your location?
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Old 04-23-2013, 05:58 PM   #34
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Originally Posted by selina4books View Post
Ordered on the 16th and my credit card immediately showed pending...it still showed pending even after I got the shipping notice on the 19th, but later in the day is showed as a charge. And yesterday morning (the 22nd) it arrived! The case I ordered on the 20th hasn't shipped yet, but the credit card shows pending charge.

I love this reader! Even better than the Glo. The screen is beautiful and it's a joy to read on. I like the larger screen size. Really nice device (and getting t a week earlier than I expected is sweet!)
Selina4books - you've been holding out on us!! We need details!!!
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Old 04-23-2013, 06:07 PM   #35
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Originally Posted by Skydog View Post
My opinion of Kobo has been confirmed -- they are incompetent. I ordered on the 16th, confirmed via email with a pre-charge on the cc. And then they lost my order. NO record of it. Things happen, but the poor handling of such things is inexcusable. I telephoned requesting status and was asked to wait "one minute" and the rep returned 27 minutes later with all the canned talking points. Sorry, blah, blah.

I've had customer service problems with them before (ebooks) but thought I'd give them one more try.

My mistake.

Go Amazon...
Sadly that sounds very reminiscent of my experience...it's definately leaving a bad taste in my mouth...
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Old 04-23-2013, 06:26 PM   #36
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I ordered mine on the 16th, the charge was posted to my credit card on the 19th.

I contacted Kobo asking for the order status yesterday, and was told the order was "in progress," and when I asked specifically if it was shipped, I was told it was not.

Today I received a shipment email at about noon. I clicked on the tracking number, and it said delivered. I looked outside, and sure enough the box was sitting outside my front door.
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Old 04-23-2013, 06:31 PM   #37
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Originally Posted by 93terp View Post
Boy isn't that the truth! I've been totally spoiled by Amazon's stellar CS. When I talked to the Kobo rep on Sunday I asked about their return policy - I was told that you can only return it if it's faulty/broken! So not product satisfaction guarentee???
Can they do that? I found this link about return.
http://www.kobo.com/help/koboglo/res...or%20eReaders?
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Old 04-23-2013, 06:41 PM   #38
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Originally Posted by 93terp View Post
Forgot to ask, what state are you in?? I'm on the East Coast so I wonder if the 4-10 business days is for anywhere in the U.S. or specific to your location?
I'm in Seattle, Washington
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Old 04-23-2013, 06:42 PM   #39
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Quote:
Originally Posted by 93terp View Post
Boy isn't that the truth! I've been totally spoiled by Amazon's stellar CS. When I talked to the Kobo rep on Sunday I asked about their return policy - I was told that you can only return it if it's faulty/broken! So not product satisfaction guarentee???
They supposedly have a 30-day return policy but I've never heard them disclose it is conditional on a faulty/inoperative device (at least not to me).

Cancelling may be the better choice.
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Old 04-23-2013, 06:44 PM   #40
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Originally Posted by david8866 View Post
Can they do that? I found this link about return.
http://www.kobo.com/help/koboglo/res...or%20eReaders?
I'm not a lawyer but the questionable statement is this one:

Items that can be returned may be refunded up to 30 days from their shipment date.

"Can" being their definition.
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Old 04-23-2013, 06:45 PM   #41
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Today I received a shipment email at about noon. I clicked on the tracking number, and it said delivered. I looked outside, and sure enough the box was sitting outside my front door.
This gives me slight hope that my Aura will be waiting for me when I get home. I have yet to receive a shipping notification. Despite the lack of shipping email, I had hoped to receive the reader by Wednesday.
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Old 04-23-2013, 06:52 PM   #42
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Originally Posted by pidgeon92 View Post
I ordered mine on the 16th, the charge was posted to my credit card on the 19th.

I contacted Kobo asking for the order status yesterday, and was told the order was "in progress," and when I asked specifically if it was shipped, I was told it was not.

Today I received a shipment email at about noon. I clicked on the tracking number, and it said delivered. I looked outside, and sure enough the box was sitting outside my front door.
Happy to hear you did not have any problems. If you haven't already, please post your impressions.
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Old 04-23-2013, 07:00 PM   #43
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Originally Posted by pidgeon92 View Post
I ordered mine on the 16th, the charge was posted to my credit card on the 19th.

I contacted Kobo asking for the order status yesterday, and was told the order was "in progress," and when I asked specifically if it was shipped, I was told it was not.

Today I received a shipment email at about noon. I clicked on the tracking number, and it said delivered. I looked outside, and sure enough the box was sitting outside my front door.
LUCKY!!!! Well, now you need to give us details on it since you have it in your hot little hands!!
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Old 04-23-2013, 07:04 PM   #44
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Can they do that? I found this link about return.
http://www.kobo.com/help/koboglo/res...or%20eReaders?
Did you happen to notice that it says "Items that CAN be returned...." They don't identify what can be versus can't be returned...and what's up with the "30 days from shipment date"??
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Old 04-23-2013, 07:59 PM   #45
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This gives me slight hope that my Aura will be waiting for me when I get home. I have yet to receive a shipping notification. Despite the lack of shipping email, I had hoped to receive the reader by Wednesday.
I was hoping the same, but alas, no Aura HD on my doorstep! Can't wait to see it.
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