How to contact Kobo when you win a device in the Contest

[Lynx-lynx]

For info here's a copy of the email that 'Christopher' (on Behalf of Team Kobo) sends from the email address contest@kobo.com.

Note the bold emphasis is mine.

Spoiler:

Hello!

Thanks so much for reaching out to us! Congratulations on being the winner of one of our Aura H2O devices, and apologies for not being able to contact you sooner. Due to a small glitch in accessing our database I was prevented from reaching out earlier and was working on this issue when you contacted us. Sincere apologies for any confusion this may have caused.

Please reply to this message with your full shipping address (including a daytime phone number), and an answer to the below skill testing question so we can prepare to ship your prize.

Skill Testing Question: (42 + 3) – (5 x 3) = ________

Thanks again for reaching out and your patience, and congratulations again.

Best,
Christopher (on Behalf of Team Kobo)

The sentence 'Due to a small glitch in accessing our database I was prevented from reaching out earlier and was working on this issue when you contacted us.' seems to get sent to everyone who contacts re their device prize win - and has been the stock standard sentence used for a long time (maybe over 1 year?).

And here's the skills test that all winners seem to be given:
Skill Testing Question: (42 + 3) – (5 x 3) = ________

[murg]

Obviously this isn't The Ultimate Question of Life, The Universe and Everything!

[Lynx-lynx]

^ nah, this is way more serious

[Chapter One]

I finally have some good news.
After several extremely frustrating weeks trying to deal with Kobo, I now have a tracking number to prove the Aura's I won are on the way.
It has been a roller coaster experience, from the high of the initial win to the lows of feeling like Kobo thought I was lying and trying to steal 2 devices from them.
I dont believe for a moment there was ever a 'glitch' that was preventing Kobo from contacting the winners. I dont believe it for 2 reasons. Firstly, these 'glitches' have been reported by far too many people on numerous occasions, over an extended period of time. And secondly, because I was told by Kobo (after basically having to resort to harassment to get any response from them at all) back on the 24th Dec that the 'glitch' had been fixed and they were in the process of contacting all winners.
I have been in contact with someone else who was also a winner in the same contest that I won and yet they have only just today finally got a response from Kobo, telling them the glitch had only just been fixed. It was them who contacted Kobo first.

The whole screenshot business is just ludicrous, and adds to my belief that Kobo want to make claiming prizes incredibly difficult. I asked why I needed to send screenshots and they said it was so when they pass the details on to a different customer rep or department, all the details were together. UUmm..what? No other company does this. Every detail they need should be stored in their own computers, easily accessed by any staff member. Certainly Amazon, B&N, eBay, AliExpress and every other website I have ever dealt with is able to keep details straight without relying on the customer to keep providing such evidence. Its an insane system that doesnt even work. I sent the requested screenshots, they were acknowledged and then a week later I was told since I hadnt sent them, they were closing the matter. So I had to send more screenshots that proved I'd sent the first lot.
I can only assume they must be running the worlds most antiquated computer system. Which may explain the constant glitches, perhaps.

I am grateful that I am getting 2 free Kobo's but the joy I initially felt has well and truly been eroded by the struggle to claim them. I hope they prove to be worth fighting for.
I cant see me ever bothering to enter the contests again. The codes prizes are so stingy now its not worth the effort, especially as it can be such a challenge finding books to apply them too, and winning a device is just a nightmare.

I hope other winners have an easier time claiming their prizes. I wish them luck, they will need it.

[murg]

Originally Posted by Chapter One

The whole screenshot business is just ludicrous, and adds to my belief that Kobo want to make claiming prizes incredibly difficult. I asked why I needed to send screenshots and they said it was so when they pass the details on to a different customer rep or department, all the details were together. UUmm..what? No other company does this. Every detail they need should be stored in their own computers, easily accessed by any staff member.

One of the prime directives in Internet land is never trust anything that doesn't come from your servers.

Kobo really needs to get their act together on this. They are taking a prime positive marketing strategy and turning it into a massive negative.

It's starting to sound like some of the B&N management is jumping ship and ending up north of the border...

[Chapter One]

Good to see Kobo has fronted up to address the issues raised.......

[Lemons]

While I did not win I know the pain of dealing with Kobo it took me a month+ of constant calling and harasment for them to even admit I had a defective device, only to hear it will be another few weeks, Their customer service is a joke

[ottdmk]

Sorry to hear that. When my Aura HD stopped charging Kobo Customer Service was quite helpful. Within a week I had a new HD.

[Lynx-lynx]

Originally Posted by Sharkus

I have passed the thread along, to someone who may know the answers, or have access to someone who does, so hopefully there will be some feedback

hi Sharkus

were you able to make contact with the people in the know ....

[murg]

Originally Posted by ottdmk

Sorry to hear that. When my Aura HD stopped charging Kobo Customer Service was quite helpful. Within a week I had a new HD.

The meaning of the sentence changes depending on where you put the comma:

When my Aura HD stopped charging, Kobo Customer Service was quite helpful.

When my Aura HD stopped charging Kobo, Customer Service was quite helpful.

When my Aura HD stopped, charging Kobo Customer Service was quite helpful.

Just an observation...

[Sharkus]

Originally Posted by Lynx-lynx

hi Sharkus

were you able to make contact with the people in the know ....

Yes. I provided them a link to the thread, and mentioned my concerns about what was being discussed. I did get a reply, thanking me for the heads-up, plus mentioning that the customer had been contacted (ChapterOne in this case I believe).

[Chapter One]

Originally Posted by Sharkus

mentioning that the customer had been contacted (ChapterOne in this case I believe).

This is true, after I made repeated attempts to contact Kobo via email, their website and Facebook, I did eventually get a response and now my prizes have been sent. It was a difficult, frustrating, drawn-out process that has left a very bitter taste in my mouth.
However this thread was never only about me. I am just one of many with concerns and complaints about Kobo's 'customer service' and ignoring those genuine complaints isnt doing the company any favors.
Most people wont be as pushy and determined as I was, they just end up giving up and going away, as very unhappy customers.
That old saying about any publicity being good is not always correct. Post on any ebook related forum on the internet and you will find other dissatisfied customers. Those that post about the issues represent only a fraction of the people reading those posts, and of course not everyone takes their issues online.
Perhaps Kobo could send some management staff over to Amazon to get a few hints and tips on how to treat customers and keep people happy while at the same time running a successful, profitable business. They certainly have much to learn and huge room for improvement.

[murg]

Originally Posted by Chapter One

Perhaps Kobo could send some management staff over to Amazon to get a few hints and tips on how to treat customers and keep people happy while at the same time running a successful, profitable business. They certainly have much to learn and huge room for improvement.

Nope. Amazon is the enemy. Kobo has to do everything the opposite of the way that Amazon does things.

[fullybook]

I won the grand prize and I never had any difficulty in claiming the prizes. In fact, Christopher accommodated my request to send the form back to them January 6 and made an adjustment to the form accordingly. He even sent the form thru email instead of normal mail. They sent the prize last January 12 and will received it on the 19th.

[Lynx-lynx]

That's good news, pleased it worked out well for you.