The Worst Customer Service

[darryl]

Originally Posted by Cinisajoy

Did anyone stop to think how many calls, emails, chat they are getting right now?
I would bet CS is overwhelmed.

Yes. She must be on the phone non-stop. About time they hired another person!

[Cinisajoy]

Originally Posted by darryl

Yes. She must be on the phone non-stop. About time they hired another person!

A trained octopus would work better.

[ottdmk]

I've dealt with Kobo's customer service several times, including the warranty replacement of an Aura HD that stopped charging. In all cases matters were resolved in a timely fashion to my complete satisfaction.

Just wanted to put that out there as a counterpoint. I don't doubt that people have had poor experiences. However it's not true that all people have had negative experiences.

[piratepanda]

I stopped pushing for an exchange when they told me I have to pay to send it back. This is so ridiculous. After complaining they suggested I still pay and they will "reimburse" me by putting credit on my kobo account. No thanks. My Aura One is not that bad after all I guess...

[NightGoat]

Originally Posted by Cinisajoy

Did anyone stop to think how many calls, emails, chat they are getting right now?
I would bet CS is overwhelmed.

Did anyone stop to think, they took our money out of our accounts in an efficient, and timely manner?

[alizarin]

Originally Posted by piratepanda

I stopped pushing for an exchange when they told me I have to pay to send it back.

Piratepanda whats wrong with your KA1?

[Josieb1]

I've ordered three times from Kobo, twice for cases which went smoothly (and were not returned) and once for a device. The device was faulty, I had so much trouble with them authorising a return that I vowed never to buy a device from them again, they are truly a nightmare.

[the.Mtn.Man]

Originally Posted by jackastor

Interesting nick btw.... your not a radio show host are ya?

No. "Mountain Man" is a nickname my brother-in-law gave me years ago on account of my appearance. "the.Mtn.Man" is an alternate spelling I use in the event that "Mountain Man" is not available for whatever reason.

[Cinisajoy]

Originally Posted by NightGoat

Did anyone stop to think, they took our money out of our accounts in an efficient, and timely manner?

Oh so they do have the trained octopus.

[amd866]

And now they said my screenshot of my bank transaction online wasn't enough. The charge was in month of september and my bank doesn't issue credit card statements until the month is over so I don't have an official statement so I just took a screenshot of the charge and kobo is saying that's not an official statement from the bank so they won't refund me LOL this is a scam never ever deal with kobo if you plan on returning anything or interacting with them directly.

[SCION]

Originally Posted by amd866

And now they said my screenshot of my bank transaction online wasn't enough. The charge was in month of september and my bank doesn't issue credit card statements until the month is over so I don't have an official statement so I just took a screenshot of the charge and kobo is saying that's not an official statement from the bank so they won't refund me LOL this is a scam never ever deal with kobo if you plan on returning anything or interacting with them directly.

Wow, they are pouring on the drama, just for $2. That's absurd.

I've had Amazon initiate refunds for video rentals because, according to their records, I encountered streaming issues. I never contacted them. Just got an email the next day pretty much saying, "Hey, you got money coming back. We don't sweat the small stuff. We want you to keep spending your money with us."

[amd866]

Originally Posted by SCION

Wow, they are pouring on the drama, just for $2. That's absurd.

I've had Amazon initiate refunds for video rentals because, according to their records, I encountered streaming issues. I never contacted them. Just got an email the next day pretty much saying, "Hey, you got money coming back. We don't sweat the small stuff. We want you to keep spending your money with us."

Yeah it's a big joke, I honestly cannot imagine how terrible it must be if I wanted to return something under warranty.

I don't like to compare companies to Amazon because Amazon has an amazing customer service that really can't be matched by smaller companies but Kobo is a joke.

[johnnyb]

I've never had a right out horrible experience with their CS, however, after I received my faulty Aura One (blotchy screen, clicking backplate, and of course, software related issues) I inquired whether there was a chance that they could provide me with a flawless device or whether I ahould send it back to my retailer and they suggested I should *exchange* the device at my retailers. Not really an unheard of idea but clearly shows that they don't want to go through the trouble of fixing a problem that *their* product has when there is someone else who could be held responsible.
Not too terrible but clearly not the best way to keep customers happy (after all, these devices are also gates to their ebook store, which means increased revenue) and also a shitty move towards the retailers carrying their products). I did then return the device for a refund...

[meeera]

Originally Posted by johnnyb

I've never had a right out horrible experience with their CS, however, after I received my faulty Aura One (blotchy screen, clicking backplate, and of course, software related issues) I inquired whether there was a chance that they could provide me with a flawless device or whether I ahould send it back to my retailer and they suggested I should *exchange* the device at my retailers. Not really an unheard of idea but clearly shows that they don't want to go through the trouble of fixing a problem that *their* product has when there is someone else who could be held responsible.
Not too terrible but clearly not the best way to keep customers happy (after all, these devices are also gates to their ebook store, which means increased revenue) and also a shitty move towards the retailers carrying their products). I did then return the device for a refund...

Is that not your usual first stop, a local exchange, if you bought it at a local shop? It is, here. It's quick, and it gives you a chance to check out the new device before taking it home.

[johnnyb]

Originally Posted by meeera

Is that not your usual first stop, a local exchange, if you bought it at a local shop? It is, here. It's quick, and it gives you a chance to check out the new device before taking it home.

I bought it from an online retailer, where exchanging might have taken a while and I might have ended up with more faulty devices. Really not a lottery I am willing to participate in...