Aura HD FW 3.2 - Perma line on screen after reboot - Page 2

sharphamster · 03-18-2014, 03:39 PM

Well the replacement got to me in Florida very quickly, but unfortunately they sent a 6" Aura instead of the HD.

So back to Chat I went, and the CS rep said I should hear from Returns within 24-48 hours. Will be doubling down on the contact, and calling them in the morning just to insure I get the right device this time around.

(This is why I hate non-unique naming of devices - it's bad enough when the gerneral population gets them mixed up, let alone the vendors.)

TechniSol · 03-18-2014, 10:19 PM

A rational individual would think they would refer to items by model number to avoid such obvious pitfalls... but, then a rational individual might also think the names would be unique enough that such a thing would not be an issue. Or so a rational individual recently confided to me. I think they should call all future models "skippy" and just confuse the bejeebers outta everybody.

Good luck getting it straightened out.

sharphamster · 03-18-2014, 10:51 PM

Yes indeedy. We covered it pretty thoroughly in Chat and email with 'Kobo Aura HD N204-KBO-B', and both have that reference in the transcripts they sent me, but somebody in Returns apparently failed to pick up on the distinction.

Ah well - I needed to work on my patience anyway.

hoichi · 03-19-2014, 06:00 AM

Quote:

Originally Posted by sharphamster

Ah well - I needed to work on my patience anyway.

Hey, great attitude! Modern world is so comfortable it spoils us. It's a good thing there are ninja Zen gurus everywhere.

TechniSol · 03-20-2014, 01:51 AM

I salute your attitude as well. It may not foster the change that one would wish to come about, but ultimately, it's probably a lot better for you than blowing a gasket unnecessarily. OTOH, I often ruminate on the notion that if gaskets were not intended to occasionally blow to relieve pressure they'd not be included in the design...

soulfuldog · 03-20-2014, 05:17 PM

Quote:

Originally Posted by TechniSol

a rational individual might also think the names would be unique enough that such a thing would not be an issue.

It's not the first time I've read in this forum about someone being sent the wrong Aura as a replacement, and you'd expect that at very least Kobo themselves would be pretty clear on the two different Aura's that they sell!

Didn't someone just keep the replacement Aura HD they got in exchange for a faulty Aura?

sharphamster · 03-28-2014, 12:53 PM

Replacement HD just arrived, so a few days shy of three weeks for the problem to be resolved. Frontline support was terrific via chat, but the rest of Kobo support could use some work.

I never received a tracking number for either shipment, as was told I would in the email from the Returns department. And it looks like the cost of return shipping is on me. I have sent an email expressing my displeasure on this, especially the 1st wrong unit, so we'll see how they want to handle that.

samhy · 03-29-2014, 06:11 AM

Regarding the tracking number, depending on your email address sometimes Kobo messages go directly to the SPAM folder. In my case with gmail, I usually don't see them. The only way for me to get a Kobo email is for them to reply to one I've sent.
Next time, I'll probably use a different address.

sharphamster · 03-29-2014, 08:17 AM

No, I checked my spam filter, and they just never sent a tracking number for either shipment.

samhy · 03-29-2014, 09:19 AM

Not in response to sharphamster, but by reading my previous post, I see that I might not have as clear as I thought. So for the sake of clarity

I'll try to do better this time.

When I use gmail, I don't get any email from Kobo because of the powerful, albeit sometimes overzealous, SPAM filter. They tried to reach me several times after my calls and I never got those emails. When they replied to one of my emails (I filled the online form), their replies went through.
So if you call Kobo and give a gmail address for any follow-up, beware that you may not receive the expected emails.

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03-18-2014, 03:39 PM	#16
sharphamster Anathema Device Posts: 283 Karma: 257456 Join Date: Oct 2011 Device: Sony T3/350, Kobo AuraH20/Mini, Axim X50v	Well the replacement got to me in Florida very quickly, but unfortunately they sent a 6" Aura instead of the HD. So back to Chat I went, and the CS rep said I should hear from Returns within 24-48 hours. Will be doubling down on the contact, and calling them in the morning just to insure I get the right device this time around. (This is why I hate non-unique naming of devices - it's bad enough when the gerneral population gets them mixed up, let alone the vendors.)

03-18-2014, 10:19 PM	#17
TechniSol GranPohbah-Fezzes r cool! Posts: 1,056 Karma: 3151024 Join Date: Jul 2010 Device: Nook STRs, Kobo Touch, Kobo Glo	A rational individual would think they would refer to items by model number to avoid such obvious pitfalls... but, then a rational individual might also think the names would be unique enough that such a thing would not be an issue. Or so a rational individual recently confided to me. I think they should call all future models "skippy" and just confuse the bejeebers outta everybody. Good luck getting it straightened out.

03-18-2014, 10:51 PM	#18
sharphamster Anathema Device Posts: 283 Karma: 257456 Join Date: Oct 2011 Device: Sony T3/350, Kobo AuraH20/Mini, Axim X50v	Yes indeedy. We covered it pretty thoroughly in Chat and email with 'Kobo Aura HD N204-KBO-B', and both have that reference in the transcripts they sent me, but somebody in Returns apparently failed to pick up on the distinction. Ah well - I needed to work on my patience anyway.

03-20-2014, 01:51 AM	#20
TechniSol GranPohbah-Fezzes r cool! Posts: 1,056 Karma: 3151024 Join Date: Jul 2010 Device: Nook STRs, Kobo Touch, Kobo Glo	I salute your attitude as well. It may not foster the change that one would wish to come about, but ultimately, it's probably a lot better for you than blowing a gasket unnecessarily. OTOH, I often ruminate on the notion that if gaskets were not intended to occasionally blow to relieve pressure they'd not be included in the design...

03-28-2014, 12:53 PM	#22
sharphamster Anathema Device Posts: 283 Karma: 257456 Join Date: Oct 2011 Device: Sony T3/350, Kobo AuraH20/Mini, Axim X50v	Replacement HD just arrived, so a few days shy of three weeks for the problem to be resolved. Frontline support was terrific via chat, but the rest of Kobo support could use some work. I never received a tracking number for either shipment, as was told I would in the email from the Returns department. And it looks like the cost of return shipping is on me. I have sent an email expressing my displeasure on this, especially the 1st wrong unit, so we'll see how they want to handle that.

03-29-2014, 06:11 AM	#23
samhy Wizard Posts: 1,824 Karma: 9503859 Join Date: Dec 2012 Location: France Device: (Sony (J) PRS 650), Kobo Mini, Kobo Glo HD (broken), Kobo Clara BW	Regarding the tracking number, depending on your email address sometimes Kobo messages go directly to the SPAM folder. In my case with gmail, I usually don't see them. The only way for me to get a Kobo email is for them to reply to one I've sent. Next time, I'll probably use a different address.

03-29-2014, 08:17 AM	#24
sharphamster Anathema Device Posts: 283 Karma: 257456 Join Date: Oct 2011 Device: Sony T3/350, Kobo AuraH20/Mini, Axim X50v	No, I checked my spam filter, and they just never sent a tracking number for either shipment.

03-29-2014, 09:19 AM	#25
samhy Wizard Posts: 1,824 Karma: 9503859 Join Date: Dec 2012 Location: France Device: (Sony (J) PRS 650), Kobo Mini, Kobo Glo HD (broken), Kobo Clara BW	Not in response to sharphamster, but by reading my previous post, I see that I might not have as clear as I thought. So for the sake of clarity I'll try to do better this time. When I use gmail, I don't get any email from Kobo because of the powerful, albeit sometimes overzealous, SPAM filter. They tried to reach me several times after my calls and I never got those emails. When they replied to one of my emails (I filled the online form), their replies went through. So if you call Kobo and give a gmail address for any follow-up, beware that you may not receive the expected emails.

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