Praise for Kobo customer services

Witty Username · 10-28-2015, 08:32 AM

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 · 10-28-2015, 09:23 AM

Quote:

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 · 10-28-2015, 10:39 AM

Wrong forum.

This belongs in the News forum.

PeterT · 10-28-2015, 10:42 AM

Quote:

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 · 10-28-2015, 11:42 AM

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 · 10-28-2015, 11:56 AM

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

Witty Username · 10-28-2015, 12:46 PM

Quote:

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 · 10-28-2015, 03:03 PM

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.

10-28-2015, 08:32 AM	#1
Witty Username Addict Posts: 335 Karma: 4702571 Join Date: Jun 2011 Location: Somerset, England Device: Sony PRS-650, Kobo Touch, Kobo Libra H2O	Praise for Kobo customer services 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.

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10-28-2015, 10:39 AM	#3
eschwartz Ex-Helpdesk Junkie Posts: 19,421 Karma: 85400180 Join Date: Nov 2012 Location: The Beaten Path, USA, Roundworld, This Side of Infinity Device: Kindle Touch fw5.3.7 (Wifi only)	Wrong forum. This belongs in the News forum.

10-28-2015, 11:42 AM	#5
eenk carrier lost Posts: 62 Karma: 14000 Join Date: Aug 2015 Location: 2001:db8:e:b00c::f00d Device: Kobo Forma, H2O v1, Aura HD	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.

10-28-2015, 11:56 AM	#6
Josieb1 Grand Sorcerer Posts: 5,086 Karma: 18051062 Join Date: Nov 2009 Location: UK Device: Kindle Scribe, Coloursoft, PW SE, Kindle 6, Kobo Libra 2	I've not contacted them much but I've always had good service from them. Again I'm in the UK.

10-28-2015, 03:03 PM	#8
ottdmk Wizard Posts: 1,220 Karma: 3804496 Join Date: Feb 2012 Location: Ottawa, Ontario, Canada Device: Kobo Libra 2, Lenovo Tab M10 FHD Plus, Lenovo Tab M9	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.