Praise for Kobo customer services

[Witty Username]

No -not a typo.
Today, Kobo CS dealt with my request quickly and efficiently and I think they deserve some public recognition.

Yesterday, I bought 4 books, thinking they were new additions to a collection. When I opened them on my ereader I discovered that the books were just a re-issue in four parts of a book I bought 18 months ago.

Today I contacted CS and explained the situation, asking if it was possible to get a refund. The money has been credited to my account less than an hour after I first asked. Well done, Kobo UK customer service people!


In case of any nitpickers - I was happy to get store credit. It's not a large amount of money and the fault is partly mine. Mostly it's the publisher's fault for not making clear in the description that these books have been available as one volume for a while.

[AbPho]

Originally Posted by Witty Username

...Mostly it's the publisher's fault for not making clear in the description that these books have been available as one volume for a while.

I hate when this happens. And it happens all to frequently in the video game industry. I stopped buying online content for any product that is/was being release episodically. I've been burned too many times thinking I was buying a full release. Even the fine print doesn't stipulate what exactly I am buying.

Glad to hear you got your refund. At least someone else understands.

[eschwartz]

Wrong forum.

This belongs in the News forum.

[PeterT]

Originally Posted by eschwartz

Wrong forum.

This belongs in the News forum.

Sigh. I get tired of snippy comments like this. I think you would find many people have had highly positive interactions with Kobo customer service. Just because most people only post about negative interactions does not mean that they are the only ones.

[eenk]

Sigh, here too. In fact I had two times corrupted downloads for ebooks just purchased from Kobo (just before it became apparent that there was a firmware issue). The Kobo service personal were very helpful and immediately skipped all unnecessary customer script steps as they quickly realized I'm kind of, well, let's call it expert user. And they solved the problem immediately during the call, so this is another example how well things can go with Kobo. So hardly news. Of course, things can also horribly go wrong, not only with Kobo.

[Josieb1]

I've not contacted them much but I've always had good service from them. Again I'm in the UK.

[Witty Username]

Originally Posted by PeterT

...most people only post about negative interactions...

Yes, that's exactly why I decided to post public praise. I think it's a well-known phenomenon that a bad experience is more likely to be publicised than a good experience. That's unfair on anyone who has to deal with 'the public' and only ever gets negative comments/reviews.

In my own small way, I like to try to make the world a nicer place

Witty (just call me Pollyanna) Username

[ottdmk]

I've dealt with Kobo CS several times over the past three years. Every time the matter has been resolved quickly and to my complete satisfaction.