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Old 10-12-2016, 11:09 PM   #46
darryl
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Well... I believe the same thing happens everywhere.
Except Amazon!
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Old 10-13-2016, 01:49 AM   #47
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Originally Posted by Zen-Diego View Post
The Aura One I received has either dust or stuck pixels, very uneven backlighting - and as my first Kobo I'm realizing how buggy and slow the software is. I also have battery drain.
Have you done the firmware upgrade?

If you post good photos of what I'm presuming is bright spots (they don't have 'pixels'), people here should be able to give some feedback on those. Where did you buy it from?
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Old 10-13-2016, 07:33 AM   #48
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I bought my KA1 from a Dutch store almost 2 weeks ago and everything went smoothly.
From which store did you order?
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Old 10-13-2016, 08:49 AM   #49
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Except Amazon!
A week or two ago, I ordered some sheet music books from Amazon Germany. They didn't arrive on the appointed date; I waited four more days, and then contacted first DHL and then Amazon.

"Something went wrong somewhere", Amazon said. They said they'd send a new set with Express Shipping, and they did. It arrived two days later. They also said: "If you ever receive the other order, please return it to us. If not, you don't have to do anything else."

I received the original order more than a week late, so I returned it yesterday
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Old 10-13-2016, 09:34 AM   #50
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From which store did you order?
I preordered mine from BOL.COM on the day after preorder day. I tried MediaMarkt first (having a coupon from them I could use), but they shoved the delivery date out by a week almost immediately. Went swimmingly.
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Old 10-13-2016, 10:36 AM   #51
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Except Amazon!
Say it the worst not untill you have dealt with taobao!
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Old 10-13-2016, 10:44 AM   #52
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I preordered mine from BOL.COM on the day after preorder day. I tried MediaMarkt first (having a coupon from them I could use), but they shoved the delivery date out by a week almost immediately. Went swimmingly.
Bol.com is a good store. It's basically "Dutch Amazon"; they have been here what Amazon is in other countries. I've been ordering from them for almost 15 years, and never had a single problem, not even when returning stuff.
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Old 10-13-2016, 11:47 PM   #53
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I must concur... really awful customer service. I raised an issue with them regarding the inconsistent lighting on my KA1 because the store I bought it from is out of stock. It's taken a week of back and forth with them, sending photos etc, to get to the point where they tell me they can replace the unit but I'll have to pay for overseas postage (I'm in Australia). It takes them 2 days to reply to every email I send. I called the number they gave me in one of their vacuous replies only to be told that they couldn't help me and I needed to reply by email. Why include a phone number then? Totally and absolutely useless. I've loved their products in the past but am on the verge of returning this to the store for a refund. I can't see them being a serious competitor to Amazon with this kind of customer service.
Last edited by sladflob; 10-13-2016 at 11:50 PM.
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Old 10-14-2016, 12:11 AM   #54
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Originally Posted by sladflob View Post
I must concur... really awful customer service. I raised an issue with them regarding the inconsistent lighting on my KA1 because the store I bought it from is out of stock. It's taken a week of back and forth with them, sending photos etc, to get to the point where they tell me they can replace the unit but I'll have to pay for overseas postage (I'm in Australia).
If you bought it from an Australian store and they're out of stock and can't issue a replacement, they owe you a full refund. This is surely a much better option than paying to post it overseas.

https://www.accc.gov.au/consumers/co...replace-refund
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Old 10-14-2016, 05:06 AM   #55
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Bol.com is a good store. It's basically "Dutch Amazon"; they have been here what Amazon is in other countries. I've been ordering from them for almost 15 years, and never had a single problem, not even when returning stuff.
Yep, same here. I've been buying from them for years as well; never a problem. I've bought all my Kobos there, and only went to Mediamarkt first this time because I had a store credit coupon I could use.

But as I didn't want to wait any longer than neccessary, I ended up getting it from Bol anyway
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Old 10-14-2016, 05:46 AM   #56
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I've used Kobo's customer service three times. The first time they were great. The second time they tried but didn't seem to actually have the information they needed (I've encountered this before, where CSR's didn't even know basic things about the company/products they were representing, the worst was with Tesco about three years ago where they didn't even know thier own returns policy, luckily I had printed it out and they couldn't argue) and the third time they were shocking. Mainly because the person I was speaking to didn't understand english.
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Old 10-14-2016, 05:47 AM   #57
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I believe that over the past several years company have cut back on customer service and the average quality has declined across the board.
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Old 10-14-2016, 12:07 PM   #58
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I've dealt with Kobo CS several times. On all occasions it's been quite satisfactory. Not saying it hasn't been poor for other people, but that has not been my experience.
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Old 10-14-2016, 01:02 PM   #59
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I've dealt with Kobo CS several times. On all occasions it's been quite satisfactory. Not saying it hasn't been poor for other people, but that has not been my experience.
Do you have a phone number to contact Kobo CS? I've never needed to, but just in case.
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Old 10-14-2016, 02:26 PM   #60
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Do you have a phone number to contact Kobo CS? I've never needed to, but just in case.
Try talking to them via Facebook, in another thread here somewhere Kobo was really responsive when they got a complaint on their Facebook page/wall/thing.
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