Aura Problem with scratches?

[U2Bono269]

Those images don't appear to be working...I posted the links out of my dropbox. I think you need to right-click and open it in a new tab.

Why aren't they showing in the post?

[booklover6]

I don't see ANYTHING like that on my Aura. You may have a defective screen. If it is under warranty, you should look into getting it replaced.

[U2Bono269]

I've already sent these photos to them and have a ticket open. I'm hoping they'll replace it.

[U2Bono269]

Well, it seems that they won't budge on the scratching problem. It's physical damage caused by the user. While yes, I understand that from their perspective and I'm not going to get angry or indignant about it, I still find it unacceptable as a consumer. I expect to buy devices that will stand up to reasonable use, and this is an example of my Kobo not standing up to use. If an ereader deteriorates to the point that reading it is difficult after 2 months of use, then it's not a product I want to own.

Regardless of what Kobo does about it, the Aura that I currently own is no longer a viable option for me. The scuffs obscure words when the light is on, and I use it with the light the majority of the time.

If Kobo does ultimately decide to replace my Aura, great. I'll buy screen protectors and put in a slim-fitting case instead of a sleeve. It's still possible because of the pinprick light defects.

If they don't replace it (which is 90% probable, I'd say), I'm selling it as-is on ebay (or to anyone here who might want it!) and buying a Paperwhite.

[Dr. Drib]

If you do decide to sell it, you will need to create a thread in the Flea Market Forum, the only acceptable forum for buying, selling and trading items.


Don
(Moderator)

[U2Bono269]

Yes, I am aware of that. It was part of the point I was making.

[Ripplinger]

I would have stressed the pinpricks of light and that pages often flip backwards and not mentioned the scratches. They had to have been caused by something. But those 2 real issues probably would have gotten you a new reader if it's only 2 months old.

[U2Bono269]

They believe a factory reset will fix the page turn issues. I can't tell if it has yet because it's taking a while to repopulate and index the reader. They're considering that part of the issue closed.

I thought about just ignoring it, but I was worried that they'd take it back because of the pinpricks and then say wait a second, this is all scratched up.

I know that they have to have been caused by something. I know how scratches work. My problem here is that I have done nothing to the Aura that should, reasonably, be expected to scratch or scuff it. This would indicate to me that either there's something wrong with my screen, or the flat-bezel screen that Kobo uses is not compatible with my use patterns, regardless of how careful I am.

It's not unheard of for defective screens to be scratch prone. My wife bought an original Kobo about 5 years ago and it had the same problem. Borders replaced it and it didn't happen again.

[aluisscp]

Hi!
I don't have any scratches on my aura 6" since I use a screen protector. I do, though, have that scratched like screen pattern. Someone mentioned this happened on earlier units, but mine is relatively new and has this issue.
Does anyone know if this is still an issue with the newer auras?

[U2Bono269]

Hi all! A new development! I finally got my Aura back up and running after this afternoon's factory reset. I fired up a book and was going to read to see exactly how annoying the scratching is. I turned on the light aaaaand...

There's now light leaking out the top around the bezel.

I have a contact request in to Kobo. I'm officially done with this ereader.

I did the math. I arrived exactly 6 weeks ago today. That's 2 weeks over the 30 day return period, but I'm going to ask to return it. I feel like it's falling apart in front of me.

[U2Bono269]

Sorry for the rapid-fire responses, but it's nice to share with someone other than my wife...even if no one actually reads these.

So I just got off the phone with Kobo. First, they told me that they "only see a little" light leaking out in the photo I sent them, and said the "pinprick" defect is from use and not covered under warranty. They asked for more photos because the leak wasn't bad enough in the photos I sent to warrant a replacement. I decided at that point I didn't want anything to do with them anymore. I asked to return my Aura and get a refund, but they said no, as I expected. Can't hurt to ask sometimes.

So, they will send me a replacement. After, of course, they review my information for 2-3 days, process it for a few days, and then ship out materials for me to return it. When they receive it, they'll send me my replacement. Considering it took 2 weeks for the Aura to get to me in the first place, I could be looking at 3-4 weeks with no ereader.

So I bought a Kindle just now. When my fancy new Aura arrives, I won't even open it. It'll go right on ebay or wherever. I simply don't trust them or their products anymore. We've now had 3 Kobo products in my household, and 2 of them weren't so great.

[booklover6]

You can be sure many people are reading your posts.

I am sorry for your difficulties. I'm glad they are sending you a replacement. I hope you'll try another Kobo someday. If you stalk Amazon and ebay, you can occasionally find a good deal on a Glo.

[soulfuldog]

Originally Posted by aluisscp

Hi!
I don't have any scratches on my aura 6" since I use a screen protector. I do, though, have that scratched like screen pattern. Someone mentioned this happened on earlier units, but mine is relatively new and has this issue.
Does anyone know if this is still an issue with the newer auras?

I think this is a slight flaw and is there in all Aura's, its just that some are more (or less) noticeable than others.

Originally Posted by U2Bono269

So I bought a Kindle just now. When my fancy new Aura arrives, I won't even open it. It'll go right on ebay or wherever. I simply don't trust them or their products anymore. We've now had 3 Kobo products in my household, and 2 of them weren't so great.

Good luck with your Kindle too then, as there can be variations between them too. Some will look perfect, others might have a pin-prick or some other minor flaw. When I bought mine it was almost perfect, but has a slight blue tinge at very low light settings in the dark. I asked for a replacement and the light on it was more blue so I returned the replacement and kept the original (no pin pricks or light bleed on either model). You will at least find returns with Amazon far easier.

[U2Bono269]

You will at least find returns with Amazon far easier.

This is certainly true, and a big deal for me. Amazon has treated me well and I'm a very regular customer. I know that if I get a Kindle with some issues it won't be a multi-hour ordeal and shipments and returns will be quick.

I also think the flat-bezel design of the Aura was a problem for me. It's entirely too prone to scratches.

One thing that really bothered me upon reflection was their return policy. They say you can only return it within 30 days. However, that 30 days is effective only from the order date. Considering it took 16 days to get to me, I really only had a 14 day return period. And then, it takes at least a week to approve a return, so it really could be down to 7 days. Perhaps I'm just spoiled by the likes of Amazon, but I expect more.

There still remains the slight possibility that they might receive my Aura and determine that a warranty replacement is not needed and send it right back. I hope that doesn't happen.

[U2Bono269]

This thread is becoming more of a report on Kobo's Customer Service...I wonder if the title should be changed?

Kobo's original timeline, according to the phone rep, for the replacement of the device was this:

1. 2-3 days to process and approve
2. 2-3 days to process return materials
3. Customer ships defective Aura to Kobo
4. Kobo evaluates device and determines if it will be replaced (Rep: It probably will)
5. Kobo ships new device with 5-7 day shipping

Considering their 5-7 day shipping took a total of 16 days last time, which seems pretty average based on stories here, all told that schedule is a pretty big chunk of time.

Then, this morning I got an email from them stating they've processed the initial service request. It goes on to tell me that they will create a new order 2-3 days from now, and send it to their shipping plant, who will process and ship. It would be the same thing as me ordering a Kobo from their site on, say, Friday. I could reasonably expect a new Kobo 2 weeks from this Friday.

That's obviously a better outlook, but I'm surprised by the disparity between the two scenarios.

For comparison's sake: immediately after I got off the phone with Kobo on Monday, I ordered a Kindle. About 20 minutes after I got the Kobo confirmation this morning (Wednesday), I got a UPS email telling me that my Kindle's been delivered. Checkmate, Amazon.