Kobo Support Nightmare: Aura with Blown Pixels

[meeera]

Kindles get light guide defects too, they just have a far more functional return system. IMO the best bet is to (if you can) buy in store, whatever device you choose, and inspect the device before you leave, with the light brightly on.

[RezzZ]

Originally Posted by meeera

Kindles get light guide defects too, they just have a far more functional return system. IMO the best bet is to (if you can) buy in store, whatever device you choose, and inspect the device before you leave, with the light brightly on.

good point. Lets see if I can first get a new device from the store I bought my Kobo. If they want to send it away for reparation than I just cancel my order and send the device back. I will get it somewhere else.

[meeera]

I really doubt they'll try to send it for repair. You'd have to replace the entire display - it's really not a very economically effective way of doing things.

Check consumer law in your area. Here, with a product not fit for purpose, it's the buyer's choice of whether to have a repair/replacement or a refund (and with a refund, of course, you could just turn around and buy another one.)

[jackastor]

Originally Posted by geekspertise

FYI, within two hours of filing the dispute with MasterCard and tweeting this information to @kobohelp, I got a personal call from the Level 2 rep who has been dealing with my case to inform me that they are shipping me a brand new unit by close of business today.

I think the public Embarrassment that is caused by posting to twitter and facebook is what got you the result. Its sad though that you have to resort to social media to get a result that requires minimal brain input to do. Common sense should not be so hard to get!


regards

Jack

[thymaster]

OMG I think Kobo should inspect their product before boxing and shipping them out. The problem is clear that they have a quality control issue. This leaves too many room for errors and leads to dissatisfied customers. Is this the way Kobo wants to represent themselves to first time customers? Some of us who already believe in the brand are willing to stick around but for how long?

If there's a Kobo employee on here please point this forum to your superiors or executives to do some damage controls.

[thymaster]

Originally Posted by meeera

Kindles get light guide defects too, they just have a far more functional return system. IMO the best bet is to (if you can) buy in store, whatever device you choose, and inspect the device before you leave, with the light brightly on.

Great advice. I did the same thing with a Chapters store manager on site to acknowledge them that I'm not being a picky person. They easily agreed with me. On the 6th box we finally found a flawless looking Aura out of the box.

[RezzZ]

Originally Posted by thymaster

Great advice. I did the same thing with a Chapters store manager on site to acknowledge them that I'm not being a picky person. They easily agreed with me. On the 6th box we finally found a flawless looking Aura out of the box.

wow, 5 of 6 with these flaws?! that's bad. Hopefully that was just a bad batch. Are we really that picky or do others just accept this?
My new kobo is on it's way. To bad I'm not at home to accept the package. I will post the results when I can.

[RezzZ]

Just wanted to report that my replacement kobo is working fine. I do notice that I have ghosting artifacts sometimes. Using my sleepcover to refresh the screen removes the ghosting but seems to me the current firmware has a refresh bug? It's my first e-reader so perhaps it's normal. Read that I can set the kobo to refresh each page but need to see if it's worth it. No big issue though and the wholes in the e-paper are gone .

[crochetgeek2010]

I just got my second one with pixel issues, first one had 1 pixel issue out of the box. 2nd one is 3 pixels. If I was not determined to carry a smaller device I would stick with my Aura hd