Kobo customer care (or lack of)

[foosion]

I'd add: did they give you a reason why they did not regard the warranty as applicable?

[Sirtel]

I'd also add: what exactly did you ask them to do? To repair your Kobo? To replace it? If you didn't ask for a replacement, then the CS rep might not have understood what you wanted them to do; if you only asked them to repair it, then yes, they should have offered to replace it, but some particularly dim CS rep might just have said they don't repair broken devices and not offered anything else. In that case you should have asked them to replace it yourself.

[MGlitch]

Originally Posted by foosion

I'd add: did they give you a reason why they did not regard the warranty as applicable?

Not an expert on the UK/EU laws, but I suspect they make exceptions for damages caused by consumer misuse.

OP says they never dropped it etc but that’s also in their best interest to say since admitting they dropped it etc would invalidate their warranty.

The CS rep is likely an underpaid person who’s processing claims with a script. And naturally the script is designed to save Kobo money. I’d wager someone ran a probability test to determine the likelihood of customers just buying a new lobo because they were already invested in the ecosystem.

And let’s please remember the majority of people ereading aren’t stripping DRM from their own books. MR is a niche community and we don’t represent the majority.

[Cootey]

I’ve reread the OP and believe that you are not going to find satisfaction by requesting a repair. Kobo doesn’t repair. Prior to their repairability marketing push with the last three ereaders released just this past Spring, Kobo ereaders rolled off the assembly line as disposable goods.

I recommend that you:

Be sweet as honey. If you were already sweet, be even sweeter.

Have your receipt in hand. Be prepared beforehand to email them a copy.

Don’t mention repair. Save that for a separate phone call/complaint.

Write their name down for later reference if things don’t go well, or if things go amazingly, and you want to send them flowers.

Request a replacement under warranty terms. This is where your battle will be.

If you get a pedantic/patronizing/pompous CS rep who is unhelpful, and you don’t want to hang up and try again, politely request “escalation”. They’ll pass you up the chain to somebody with greater authority. If you call during regular business hours, you sometimes get them on the phone, but more often via email.

In my long history with Kobo, I believe I have had three outright replacements. That warranty is gold when things go wrong. Good luck!

[issybird]

After reading the OP’s earlier posts, I think it’s extremely unlikely that the Forma is under warranty. I suspect that the original Forma to which the warranty applied was purchased in 2020 when the OP’s Cybook died and that it was replaced over two years ago under warranty at that time. Even if the second Forma falls (barely) within a two-year time frame, the warranty would reflect the original purchase date. That is, a warranty doesn’t restart when a device is replaced under warranty. Dates of course could prove me wrong, but the OP is being disingenuous. The rest is unrealistic expectations which the OP is unwilling to adjust.

[ratinox]

Kobo customer support is mildly terrible. My original Forma had a similar defect. Getting it replaced was an unnecessarily arduous journey.

Expecting a repair is unreasonable. These devices are manufactured as disposable. Accept the replacement offered and let Kobo worry about reclaiming any materials from the defective device.

[issybird]

Originally Posted by ratinox

Expecting a repair is unreasonable. These devices are manufactured as disposable. Accept the replacement offered and let Kobo worry about reclaiming any materials from the defective device.

Except that no replacement has been or will be offered, because it seems as if the device is far out of warranty. In fairness, it seems as if the OP had a hard time with his initial warranty replacement, but that was over two years ago.

[foosion]

Originally Posted by issybird

Except that no replacement has been or will be offered, because it seems as if the device is far out of warranty. In fairness, it seems as if the OP had a hard time with his initial warranty replacement, but that was over two years ago.

Yes, a warranty replacement over two years ago would mean we are no longer within the required "period of two (2) year from the date of original retail purchase" or the 90 day additional warranty period from warranty replacement.

[ratinox]

Originally Posted by issybird

Except that no replacement has been or will be offered, because it seems as if the device is far out of warranty. In fairness, it seems as if the OP had a hard time with his initial warranty replacement, but that was over two years ago.

In the US, if the initial contact about the problem with the original device was made while the warranty was in effect then repeated replacements would fall under the relevant state's lemon laws if applicable. Massachusetts lemon laws don't cover personal electronics so it would not be covered here. I don't know if the UK has anything similar.

So, yeah, OP probably is on their own here, now.

[Cootey]

Originally Posted by issybird

After reading the OP’s earlier posts, I think it’s extremely unlikely that the Forma is under warranty. I suspect that the original Forma to which the warranty applied was purchased in 2020 when the OP’s Cybook died and that it was replaced over two years ago under warranty at that time. Even if the second Forma falls (barely) within a two-year time frame, the warranty would reflect the original purchase date. That is, a warranty doesn’t restart when a device is replaced under warranty. Dates of course could prove me wrong, but the OP is being disingenuous. The rest is unrealistic expectations which the OP is unwilling to adjust.

All good points. I was giving the OP the benefit of the doubt, but your point about how the warranty doesn’t restart when a device is replaced is spot on. I didn’t realize this Forma was a replacement device.

Getting a warranty honored is tough with any company. If your demands are unreasonable, they won’t work with you.

[foosion]

Originally Posted by Cootey

All good points. I was giving the OP the benefit of the doubt, but your point about how the warranty doesn’t restart when a device is replaced is spot on. I didn’t realize this Forma was a replacement device.

Getting a warranty honored is tough with any company. If your demands are unreasonable, they won’t work with you.

Yes. When I quoted the warranty terms about coverage being two years from original retail purchase and OP replied he believed he was covered, it sounded as if he was within two years of original retail purchase.

It's much easier to provide analysis and advice if you're given accurate information.

FWIW, you get 90 days from warranty replacement if that's longer than two years from original retail purchase.

[issybird]

Originally Posted by foosion

Yes. When I quoted the warranty terms about coverage being two years from original retail purchase and OP replied he believed he was covered, it sounded as if he was within two years of original retail purchase.

The OP's coyness about dates when pressed several times told the story in itself. As did the statement "I believe" combined with some gobbledygook about the Consumer Rights Act of 2015. I can't help thinking the OP knew he wasn't covered by warranty; honest error in that regard would have been more forthcoming about dates.

[hermano]

Originally Posted by issybird

The OP's coyness about dates when pressed several times told the story in itself. As did the statement "I believe" combined with some gobbledygook about the Consumer Rights Act of 2015. I can't help thinking the OP knew he wasn't covered by warranty; honest error in that regard would have been more forthcoming about dates.

Thanks for the character assassination, much appreciated. I do/did believe item was still in warranty as issue was reported within 2 years of ownership, having obtained direct from Kobo. Warranty is 2 years in UK. Genuinely unaware that replacement may not be fully covered by Kobo warranty.
Warranty aside, the gobbledygook ( great word ) regards Consumer Rights Act is fairly clear in that warranty is not the be all and end all of consumer rights in UK and that items such as TVs, domestic appliances etc are expected to last a "Reasonable Time".

My main 'beef' though is very poor quality of communication from Kobo. I was also surprised they do not even want to view my Forma (offered to send it to them)....and that they no repair facilities....I personally have found their customer service poor.

[issybird]

Originally Posted by hermano

Thanks for the character assassination, much appreciated. I do/did believe item was still in warranty as issue was reported within 2 years of ownership, having obtained direct from Kobo. Warranty is 2 years in UK.

So, why the continued coyness? Just to be clear, the device we're talking about is the replacement under warranty of a Forma initially purchased exactly when? (I suspect 2020.) "Within 2 years of ownership, having obtained direct from Kobo" is more gobbledygook, but the circumlocutions you employ prove my point. It's not ownership, it's purchase that's the point and nowhere do you say something along the lines of, "I bought this Forma on October 10, 2022" or somesuch. When did you buy a Forma, not how long have you had this one as a replacement for the one you bought? Let's have the date, which you have been asked for several times and which you've so far refused to supply.

Warranty aside, the gobbledygook ( great word ) regards Consumer Rights Act is fairly clear in that warranty is not the be all and end all of consumer rights in UK and that items such as TVs, domestic appliances etc are expected to last a "Reasonable Time".

I love the "etc"! Relatively inexpensive personal electronics are not comparable to TVs or domestic appliances. Two years is "reasonable time" for an ereader.

My main 'beef' though is very poor quality of communication from Kobo. I was also surprised they do not even want to view my Forma (offered to send it to them)....and that they no repair facilities....

This is delusional. Whyever would they want to look at your Forma? How could that possibly be a good use of their resources? I suspect they've explained to you that your device is not covered under warranty and that you're refusing to accept that. And as has been explained to you in this thread more than once, repairing cheap electronics doesn't pay.

[foosion]

The UK warranty covers two years from original retail purchase. A replacement under the warranty covers the longer of two years from original retail purchase and 90 days from the replacement.

This is very clear if one looks at the terms of the warranty.