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Old 09-04-2015, 11:55 PM   #16
davidfor
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Originally Posted by Care View Post
So basically the support lady doesn't even know how their own devices work? LOL, I am not surprised.
I'll give her the benefit of doubt and assume she misinterpreted the state you device was in.
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Old 09-05-2015, 02:53 PM   #17
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I have only had my Aura for less than a week, but so far I am finding it is very frustrating at times.
Sorry to hear about your issues! My first Aura (I have a replacement) did fine for the first few weeks, then started freezing. Reset did not work (the screen would freeze part way through the process) but then 24 to 48 hours later it would start working. I did not have touch screen issues.

I went through the processes from Kobo Customer Care, sent them a photo to show that the screen was not broken, and they set up the return process. I did not have to send the defective unit back until the replacement arrived. Really not bad to work with.

My replacement Aura is great - the page turns seem faster, books definitely load faster, and the covers did not always appear in the home screen on the first unit...so I am pretty sure the first one had issues.

Electronics are complicated, so I guess we can expect a bad unit now and then, but I know it is frustrating! I hope Kobo takes care of the problem.
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Old 09-07-2015, 10:15 AM   #18
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Originally Posted by davidfor View Post
I'll give her the benefit of doubt and assume she misinterpreted the state you device was in.
I admit, they do not fully read the issues because when they respond they don't seem to fully know what the issue was. I emailed them and have read everything a few times and I know the second support person did not fully read or understand what happened.

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Originally Posted by Ksquared View Post
Sorry to hear about your issues! My first Aura (I have a replacement) did fine for the first few weeks, then started freezing. Reset did not work (the screen would freeze part way through the process) but then 24 to 48 hours later it would start working. I did not have touch screen issues.

I went through the processes from Kobo Customer Care, sent them a photo to show that the screen was not broken, and they set up the return process. I did not have to send the defective unit back until the replacement arrived. Really not bad to work with.

My replacement Aura is great - the page turns seem faster, books definitely load faster, and the covers did not always appear in the home screen on the first unit...so I am pretty sure the first one had issues.

Electronics are complicated, so I guess we can expect a bad unit now and then, but I know it is frustrating! I hope Kobo takes care of the problem.
That is good to hear that your second device is working great. That makes me feel like it must be my device.

I have just done a whole factory reset to see if this fixes the issues. I have another issue now that has happened a few times where after a turn the page at random times the font will be either in the lowest setting or the highest and even though I set it where I want it the page flashes like it is going to work but the font stays the same. I have to do a full power off and back on to get it to get back to normal.
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Old 09-07-2015, 10:46 AM   #19
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This is most likely a hardware issue. If I was you, I'd skip Kobo support and bring it back to the store and get a new one, Kobo may send you a refurbished unit.
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Old 09-07-2015, 12:05 PM   #20
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This is most likely a hardware issue. If I was you, I'd skip Kobo support and bring it back to the store and get a new one, Kobo may send you a refurbished unit.
OK thank you. I do NOT want a refurbished until, mine is just over a week old! I will take it in tomorrow.
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Old 09-07-2015, 01:47 PM   #21
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I did not receive a referb (your results may vary )- and I did not have a return to the store choice since I am in the US. I agree with Freekobo - the store return is safer and faster.
Last edited by Ksquared; 09-07-2015 at 01:50 PM. Reason: Added agreement...
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Old 09-07-2015, 03:00 PM   #22
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I did not receive a referb (your results may vary )- and I did not have a return to the store choice since I am in the US. I agree with Freekobo - the store return is safer and faster.
Funny you buy a kobo in the US and I used to buy nooks when I was visiting the US even though I lived in Canada.

I only live about 20 minutes from the store so I definitely will be taking it back if I notice any issues after this reset. I haven't had the chance to use it yet.
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