Aura HD Yet another "is the screen broken? defective?" thread

nsolitude · 10-25-2013, 03:21 AM

Hello readers,

I got my Aura HD last week, and everything was working fine (despite a steep learning curve)...and today I came back home and discovered this block of grey line at the middle of the screen. What's going on? Did I kill it? Is it defective? Will Kobo replace/exchange the item?

I spoke with Kobo before when I was placing the order, and they aren't as customer service-oriented as Amazon is. Quite worried now.

Thanks for your help!

thymaster · 10-25-2013, 03:27 AM

Looks like a defect imo. If it's within the exchange policy, return it and get a new one asap. If you warranty it, they will probably replace it with a refurbished device.

robko · 10-25-2013, 12:33 PM

From what shows in the picture I would agree with Thymaster that it looks defective. It's fairly rare but does happen. The easy way to tell is if the lines across the screen are truly straight across the WHOLE width (or height if it happens to be a vertical problem) of the screen then it's likely a hardware problem covered by warranty and not a broken substrate. If there is any curved or angled part in the distortion it's likely a broken substrate which is not normally covered by warranty.

Danger · 10-25-2013, 11:04 PM

I agree, looks like a defect.

Anak · 10-26-2013, 05:45 AM

Quote:

Originally Posted by Danger

I agree, looks like a defect.

Looks like a defect. Return it to Kobo and let them replace it with a non defective unit.

nsolitude · 10-26-2013, 11:59 PM

I contacted Kobo customer service but they said they need to "investigate." So far nothing has happened.

I placed an order on Oct 3rd, and the device didn't arrive until Oct 17th. Should I just send it back and re-order? Should I wait for Kobo?

@robko - yes, you are correct. It is straight and just seems like a gradient block of color at the middle of the screen.

Dr. Drib · 10-27-2013, 09:36 AM

Quote:

Originally Posted by nsolitude

I contacted Kobo customer service but they said they need to "investigate." So far nothing has happened.

I placed an order on Oct 3rd, and the device didn't arrive until Oct 17th. Should I just send it back and re-order? Should I wait for Kobo?

@robko - yes, you are correct. It is straight and just seems like a gradient block of color at the middle of the screen.

Writing as a Moderator:

Welcome to MobileRead.

Kobo has an unfortunate history of not responding and/or being so slow to respond that the window for return is often used up - according to numerous reports here on the Kobo Forum.

You must be insistent - polite and firm at the same time (again, according to the reports here at MobileRead).

You are a new member with 2 posts, which is the reason I have responded to your post as a Moderator.

Our numerous and well-intentioned members can give you some valuable advice on how to proceed.

Don
(Moderator)

10-25-2013, 03:21 AM	#1
nsolitude Junior Member Posts: 2 Karma: 11532 Join Date: Oct 2013 Device: Kindle PW, Kobo Aura HD	Yet another "is the screen broken? defective?" thread Hello readers, I got my Aura HD last week, and everything was working fine (despite a steep learning curve)...and today I came back home and discovered this block of grey line at the middle of the screen. What's going on? Did I kill it? Is it defective? Will Kobo replace/exchange the item? I spoke with Kobo before when I was placing the order, and they aren't as customer service-oriented as Amazon is. Quite worried now. Thanks for your help! Attached Thumbnails

10-26-2013, 11:59 PM	#6
nsolitude Junior Member Posts: 2 Karma: 11532 Join Date: Oct 2013 Device: Kindle PW, Kobo Aura HD	Thanks everyone! I contacted Kobo customer service but they said they need to "investigate." So far nothing has happened. I placed an order on Oct 3rd, and the device didn't arrive until Oct 17th. Should I just send it back and re-order? Should I wait for Kobo? @robko - yes, you are correct. It is straight and just seems like a gradient block of color at the middle of the screen.

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10-25-2013, 03:27 AM	#2
thymaster Zealot Posts: 106 Karma: 34074 Join Date: Aug 2010 Device: Kobo Aura Edition 2	Looks like a defect imo. If it's within the exchange policy, return it and get a new one asap. If you warranty it, they will probably replace it with a refurbished device.

10-25-2013, 12:33 PM	#3
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	From what shows in the picture I would agree with Thymaster that it looks defective. It's fairly rare but does happen. The easy way to tell is if the lines across the screen are truly straight across the WHOLE width (or height if it happens to be a vertical problem) of the screen then it's likely a hardware problem covered by warranty and not a broken substrate. If there is any curved or angled part in the distortion it's likely a broken substrate which is not normally covered by warranty.

10-25-2013, 11:04 PM	#4
Danger Evangelist Posts: 490 Karma: 1665031 Join Date: Nov 2010 Location: Vancouver Island, Nanaimo Device: K2 (retired), Kobo Touch (passed to the wife), KGlo, Galaxy TabPro	I agree, looks like a defect.