Kobo coupon 20% off 1 book Exp 6/26

[NightBird]

Originally Posted by Anke Wehner

*heh* Yes, they have spoiled us with previous coupons.

But there was a book I wanted to pick up soon, anyway, so that's nice.

Thanks a lot for posting; I didn't receive an email about this, so I'd have missed it.

Yw - I found it at RetailMeNot

They seem to have the most up-to-date coupons. I haven't gotten any coupon codes via email from Kobo in a long time, either.

[library addict]

I've purchased a lot of books from Kobo, both with coupons and without.

The last problem I had with Kobo took over 2 months to resolve.

I emailed them about an issue with another book (horribly formatted) I purchased over a week ago and have yet to hear anything, other than their automated response with the ticket number.

I would shop there more if I felt they valued my patronage, but their lack of customer service is very annoying.

[taming]

Once you have a ticket number, the Kobo staff in the official Kobo support forum www.getsatisfaction.com/kobo seem to be able to move the process along. If you post your issue with the ticket number, that could help. I do know that when there is a new device (like the Touch) customer support is really swamped for awhile.

[Blossom]

Originally Posted by apesmom

All things being equal (i.e. Agency), I've been making all my non-discounted purchases from Kobo assuming they aren't a week behind everyone else in updating the Agency sales items (because those are the ONLY Agency items I will buy, but I digress . . ). Even though it's easier for my to buy the same thing from B&N for my Nook it's Kobo that gets the business because they do offer the coupon codes so they've earned some loyalty.

I too have been doing that in the past but currently that only way I can avoid foreign fees is to buy a gift card. Before I could expect to spend a fairly large amount because of the unlimited use coupons now they are all 1 time so I have to go elsewhere. I know they said they are doing away with fees but the folks over the Kobo section said they've been promising that for awhile now.

As for customer service, I dread dealing with them it's like jumping through hoops but I've been lucky most of my issues has always been resolve fairly quickly but I always provide screenshots, explain my problem in technical terms over and over to each person I am pass to so I understand everyone's frustrations. Level one support is clueless, Level 2 support seems to know what they are doing and are quick to respond but when you're forwarded to billing it takes forever to get anything done but they do come through usually.

[NightBird]

All things being equal (i.e. Agency), I've been making all my non-discounted purchases from Kobo

I DON'T buy agency titles from them because of the international exchange fee; with that I would actually be paying even more for agency titles than at other places.

[library addict]

Originally Posted by taming

Once you have a ticket number, the Kobo staff in the official Kobo support forum www.getsatisfaction.com/kobo seem to be able to move the process along. If you post your issue with the ticket number, that could help. I do know that when there is a new device (like the Touch) customer support is really swamped for awhile.

The email mentions http://kobo.zendesk.com. I would never have thought to go to yet another site to resolve the issue. Especially one not even mentioned on the Kobo site. That seems really odd to me.

[taming]

It's part of Kobo's official support network, and staffed by Kobo. I don't know why it isn't mentioned elsewhere.

[SensualPoet]

Originally Posted by Blossom

As for customer service, I dread dealing with them it's like jumping through hoops but I've been lucky most of my issues has always been resolve fairly quickly but I always provide screenshots, explain my problem in technical terms over and over to each person I am pass to so I understand everyone's frustrations. Level one support is clueless, Level 2 support seems to know what they are doing and are quick to respond but when you're forwarded to billing it takes forever to get anything done but they do come through usually.

I have posted five or six issues with them, always via email (which generates a ticket and a webpage with a conversation trail) and every issue has been dealt with promptly. I haven't had device problems, just store things (or suggestions). I have never called them directly as I find a succinct note far more efficient than a phone conversation.

Is it phone or email that you are having frustrations with?

[ficbot]

The only issues I have had with them have been books with errors. I have learned, and what I do now is provide a) a full but succint narrative of things I have tried which they might suggest, such as re-downloading the book and b) copious proof, in the form of screenshots right off the ipad, showing the errors. The last time I did this, I got a reply within 24 hours agreeing that the book had issues and refunding my money. I did not have to go to level 2 or email a higher-up.

[library addict]

Originally Posted by SensualPoet

Is it phone or email that you are having frustrations with?

Email. And I've never had device problems, just with individual books and billing issues. The billing issues did take a long while to get resolved, but they did eventually resolve them. The current issue I'm having is with a book where there are a lot of incidents of words run together. I counted 35 and I was only up to page 14. It was very annoying. (And I did send them the examples. Like ficbot, I've learned to send specific proof when there are issues).

I also contacted the publisher who said they would send a corrected copy of the ePub to Kobo. But I have yet to hear back from Kobo.

Every other company I've delt with regarding ebooks has had better customer service than Kobo (Borders, Sony, ARe). I will continue to shop there as normally I do not encounter problems when purchasing their books. But when I do, it's very frustrating. Customer service is an important part of a company. Not sure if they need to hire more people or just train the staff they have better, but they need to do something.