Aura Customer care / RMA experience

[rone1986]

Originally Posted by speakingtohe

Of course you could change your credit card number and say take that Kobo. Not saying you should do it but it is fun to think about

Helen

It's tempting, but I did really like the Aura 6" for the brief time I had it.

Originally Posted by Nightyume

Though to be honest I'm more of an innocently dark and twisted than your "standard" deviant.

Now I better stop or I'll have someone pulling the off topic emoticon on me...

Hey, I'm that kind of deviant too... But best keep on topic, otherwise I see this thread heading down some dark, twisted paths.

[Shifty4Ever]

I was running into similar issues with customer service. I originally wanted to swap out my new Aura, due to pinprick issues. The issue was escalated to Tier 2. After almost 2 days of no response from Tier 2, I contacted Kobo again and decided I wanted a refund. I figured I would try the PW2. Well, 2 days later, I received another email telling me a replacement Aura had shipped. This really ticked me off, because I had already put the other device and sleep cover in the mail for a refund, and now I was going to have to pay for shipping back on a second device.

Now the good part. The second device arrived yesterday, and I, like others, also received an Aura HD, instead of a replacement Aura. After a day of use and comparison with the PW2, I am keeping the HD and gifting the new PW2 to my wife. I love the HD.

I contacted customer service about the mistake. I offered to keep the HD if they would send me a sleepcover, which they did agree to. Overall, my initial CS experience was shaky, but they more than made up for it.

[rone1986]

Originally Posted by Shifty4Ever

I was running into similar issues with customer service. I originally wanted to swap out my new Aura, due to pinprick issues. The issue was escalated to Tier 2. After almost 2 days of no response from Tier 2, I contacted Kobo again and decided I wanted a refund. I figured I would try the PW2. Well, 2 days later, I received another email telling me a replacement Aura had shipped. This really ticked me off, because I had already put the other device and sleep cover in the mail for a refund, and now I was going to have to pay for shipping back on a second device.

Now the good part. The second device arrived yesterday, and I, like others, also received an Aura HD, instead of a replacement Aura. After a day of use and comparison with the PW2, I am keeping the HD and gifting the new PW2 to my wife. I love the HD.

I contacted customer service about the mistake. I offered to keep the HD if they would send me a sleepcover, which they did agree to. Overall, my initial CS experience was shaky, but they more than made up for it.

That might have been an option had I also also sent back the Aura 6" sleepcover. Glad to hear your end experience was good though.

I just guess I'm frustrated as being in Australia, it's a minimum 5 day wait for delivery of the mistaken Aura HD, only for me to refuse said delivery, then another 5 day wait for them to receive it back, then 5 days wait again hoping they send the correct Aura this time...

I wonder if Google is having this problem with their new and old 7" Nexus models.

[Nightyume]

Originally Posted by rone1986

That might have been an option had I also also sent back the Aura 6" sleepcover. Glad to hear your end experience was good though.

I just guess I'm frustrated as being in Australia, it's a minimum 5 day wait for delivery of the mistaken Aura HD, only for me to refuse said delivery, then another 5 day wait for them to receive it back, then 5 days wait again hoping they send the correct Aura this time...

I wonder if Google is having this problem with their new and old 7" Nexus models.

You should try to see if you can speed things up by asking them to send it back once you refuse delivery. I mean, if you actually refuse it then whatever they sent you will be sent back without opening or being touched and it should show up in the tracking system as "refused" which in turn means they really shouldn't have to wait to get it back to make sure you sent them the right thing.

But if you do decide to argue with them this point I suggest you do it once refusing delivery so they have less excuses. There is a good chance the argument won't work on them but hey, it's worth a shot.

So have you used your discount code yet?

[rone1986]

Originally Posted by Nightyume

You should try to see if you can speed things up by asking them to send it back once you refuse delivery. I mean, if you actually refuse it then whatever they sent you will be sent back without opening or being touched and it should show up in the tracking system as "refused" which in turn means they really shouldn't have to wait to get it back to make sure you sent them the right thing.

But if you do decide to argue with them this point I suggest you do it once refusing delivery so they have less excuses. There is a good chance the argument won't work on them but hey, it's worth a shot.

This is a good idea. I'll try to argue this, but I'm not overly optimistic. They can't issue me a tracking number for the shipment either.

Originally Posted by Nightyume

So have you used your discount code yet?

Nope. Trying to find the most expensive ebook I can.

[Dr. Drib]

Originally Posted by robko

This is why companies need to learn to NOT give different products the same name . When they 1st announced the Aura and said due to sales they were keeping the Aura HD, I knew there were going to be issues (at a minimum on here). Glad you at least got a discount code

Although there may a kernel of truth concerning the similarity of the two names and a reason for this error having occurred (an opinion that I do not entirely share, by the way), I think a more verifiable reason - based upon the content of so many threads here in this forum - deals with a feeling of basic incompetence about Kobo from our members, a level of incompetence not previously seen before from a major player in the ebook business.


Don

[Nightyume]

Originally Posted by Dr. Drib

Although there may a kernel of truth concerning the similarity of the two names and a reason for this error having occurred (an opinion that I do not entirely share, by the way), I think a more verifiable reason - based upon the content of so many threads here in this forum - deals with a feeling of basic incompetence about Kobo from our members, a level of incompetence not previously seen before from a major player in the ebook business.


Don

Well yes, but that incompetence is why they would confuse the two products. It's less likely that someoene just grabbed the wrong box, or at least I would think they don't have a big pile of readers with all models mixed together. It's more likely that an improperly trained employee, or an apathetic one, just heard/read "Aura" and didn't bother to stop and think that there are two Aura models nor to consider which one. But the confusion is only truly possible thanks to the incompetenc (especially considering it wasn't a one off as we've seen).

[rone1986]

Originally Posted by Dr. Drib

Although there may a kernel of truth concerning the similarity of the two names and a reason for this error having occurred (an opinion that I do not entirely share, by the way), I think a more verifiable reason - based upon the content of so many threads here in this forum - deals with a feeling of basic incompetence about Kobo from our members, a level of incompetence not previously seen before from a major player in the ebook business.


Don

Originally Posted by Nightyume

Well yes, but that incompetence is why they would confuse the two products. It's less likely that someoene just grabbed the wrong box, or at least I would think they don't have a big pile of readers with all models mixed together. It's more likely that an improperly trained employee, or an apathetic one, just heard/read "Aura" and didn't bother to stop and think that there are two Aura models nor to consider which one. But the confusion is only truly possible thanks to the incompetenc (especially considering it wasn't a one off as we've seen).

I agree that, while always remaining polite and courteous, their staff really seem to be rather clueless. I always have to rehash my complaint, even when providing them with my existing ticket number.

In addition to this, Kobo's system seems rather incompetent in it self. Due to the way their system seems to be set up, the representatives I've spoken to have had to contact other departments for something as simple as providing a tracking number. This just makes no sense to me and can only result in customer frustration, especially when the 'automated tracking info' email you are supposed to receive upon an order shipping seems to fail so often, as I've read in these forums and experienced myself.

And with multiple models sharing the same name, you encounter a trifecta of failure.

Dr. Drib, I sincerely doubt these instances of shipping the wrong devices would have happened had the new Aura been named something along the lines of the Kobo Zoro or the Kobo Booker or the Kobo Phoenix. Something completely different to truly differentiate it from the Aura HD.

Well, I believe I have learnt my lesson. If a new piece of tech is released, never buy directly from the vendor. Instead, I'll just wait the 6 to 12 months it takes for a 3rd party Australian retailer to decide to stock, and buy there, even though by that time my purchase will be most likely be a product cycle or two behind what is available in Europe and the US. But at least then I'll have some modicum of local support.

[rone1986]

And the saga continues...

I last contacted Customer Care on the 13th Oct. I was told that the incorrect shipment, the Aura HD, had shipped. I asked the consultant to provide tracking info. He couldn't. He said he'd escalated my case and emailed the mythical 'Replacements Department' to send me the info, and that I'd have a reply within 24 hours. It's now the 16th Oct in Australia. I have received no such email. No real surprise there.

So I contacted them again today. I've been using Live Chat as my emails were never replied to. With the time difference, I can only do this after 11pm my local time.

But apparently, I needn't have worried. The consultant assured me that my replacement Aura was on its way, but once again, they could not provide a tracking number... Just which replacement Aura was on its way, those of you familiar with my thread may well ask? Why, my replacement Aura HD of course...

I responded politely that this was incorrect, that I was awaiting a replacement Aura 6". He asked me to explain everything all over again. I was halfway through typing a less than polite reply when he responded that he had now read the notes and understood.

He then, after making a pointed effort to ensure I understood that he understood my frustration, and apologising profusely for the confusion, added more notes to my case to prevent any further, further confusion from confusing future confused consultants, emailed the 'Replacements Department' to send tracking info for both units, and told me I would definitely have a reply within 24 hours. And if you believe I'll receive a reply from them, I have a bridge to sell you...

He also told me the process was taking so long as "the wrong name had been added to the first replacement order".

I feel like I'm in a Monty Python skit. But if I don't laugh, I'll cry, so:

[soulfuldog]

Look on the bright side rone1986, while you are patiently waiting on your Aura inbetween dealing with confused Kobo employees, you have been keeping a lot of people amused with your customer care tales of woe.



Fingers crossed that in the not too distant future you will be the happy owner of a perfect Aura, have purchased a really expensive book for free, and will be able to look back on this thread and really laugh at it!

[TechniSol]

See: Monty Python's Flying Circus "Cheese Shop." "I want to buy some cheese."

[Nightyume]

Originally Posted by rone1986

And the saga continues...

But apparently, I needn't have worried. The consultant assured me that my replacement Aura was on its way, but once again, they could not provide a tracking number... Just which replacement Aura was on its way, those of you familiar with my thread may well ask? Why, my replacement Aura HD of course...

"the wrong name had been added to the first replacement order".

I feel like I'm in a Monty Python skit. But if I don't laugh, I'll cry, so:

When I had asked them for a correct tracking number as the one they had given me was invalid (not even the right format) they also said they'd have a reply in the next 48 hours. When they hadn't replied I contacted them again and gave the girl my incident report number and said that I was contacting them regarding the tracking numbere. She then went on to give me in a very friendly manner my origina and invalid tracking number...

[rone1986]

Originally Posted by l_macd

Look on the bright side rone1986, while you are patiently waiting on your Aura inbetween dealing with confused Kobo employees, you have been keeping a lot of people amused with your customer care tales of woe.



Fingers crossed that in the not too distant future you will be the happy owner of a perfect Aura, have purchased a really expensive book for free, and will be able to look back on this thread and really laugh at it!

Glad I could be of service:


Now you could study Shakespeare and be quite elite
And you can charm the critics and have nothin' to eat
Just slip on a banana peel
The world's at your feet
Make 'em laugh
Make 'em laugh
Make 'em laugh

Originally Posted by TechniSol

See: Monty Python's Flying Circus "Cheese Shop." "I want to buy some cheese."

Yes. I do feel the need to acquire a firearms every time I deal with them...

Originally Posted by Nightyume

When I had asked them for a correct tracking number as the one they had given me was invalid (not even the right format) they also said they'd have a reply in the next 48 hours. When they hadn't replied I contacted them again and gave the girl my incident report number and said that I was contacting them regarding the tracking numbere. She then went on to give me in a very friendly manner my origina and invalid tracking number...

Utterly hopeless. This kind of incompetency really should be criminal. Oh well, I'm just glad I didn't sell my Nook Glowworm when I got my Aura 6". It was on my list of things to do, but I didn't get around to it, so it gets to live another day.

[Nightyume]

Originally Posted by rone1986

Glad I could be of service:

Utterly hopeless. This kind of incompetency really should be criminal. Oh well, I'm just glad I didn't sell my Nook Glowworm when I got my Aura 6". It was on my list of things to do, but I didn't get around to it, so it gets to live another day.

This would put an unsupportable strain on any society financially regarding the upkeep of such large penitentiaries.

On the bright side those of us on the outside would get to enjoy the small town feel and tranquility even in the largest of cities.

Now would they lock up normal criminals with criminals of incompetency? For the mentally agile criminal and criminal masterminds that could constitute cruel and unusual punishment...

[rone1986]

Originally Posted by Nightyume

This would put an unsupportable strain on any society financially regarding the upkeep of such large penitentiaries.

This has never been a major issue for the current US penitentiary system
And down in Oz, we could just evacuate Tasmania, which could revert to being named Van Diemen's Land and send our criminal populace to live in the cold wild.

Originally Posted by Nightyume

On the bright side those of us on the outside would get to enjoy the small town feel and tranquility even in the largest of cities.

I'd enjoy this. I really would.

Originally Posted by Nightyume

Now would they lock up normal criminals with criminals of incompetency? For the mentally agile criminal and criminal masterminds that could constitute cruel and unusual punishment...

I believe punishment should be cruel and unusual. What kind of a punishment is free gym access, three nutritionally balanced meals a day without any cooking or cleaning, free cable access, internet access... If Jean Valjean had it so simple, Les Misérables would be less than a hundred pages long.

Now, veering slightly back on topic, no email containing tracking numbers. Shocking, I know. So, I'm thinking that if and when the Aura HD shows up, I may accept delivery and hold it hostage until I receive my replacement Aura 6". I know in this circumstance I'll have to pay return postage, but it may get them to move a little more swiftly... maybe.

Any thoughts on this?