Kobo Aura H20 battery won't charge - Page 2

RAH · 03-13-2017, 10:50 AM

Just an update - I called them this morning and it turns out the issue is not closed or considered resolved by Kobo. The rep told me I would be receiving a follow-up email in 24-48 hours. I am hoping it has instructions on how to return the device and that they are sending a new one. Wishful thinking? We shall see...

RAH · 03-15-2017, 07:43 AM

Back again - I received an email this morning saying, "After looking closely at the information you provided, this is confirmation that your eReader/Tablet is eligible for replacement under warranty. An order will be created to ship you a replacement device within 5 to 7 days."

How cool is that! So, Kobo is coming through, looking responsive and helpful. Hope the replacement works! We shall see...

greens · 03-15-2017, 07:56 AM

nice to hear good news

ottdmk · 03-15-2017, 04:05 PM

Heh heh heh heh. I'd have to look through my e-mail archives, but I think that's the exact same boilerplate wording as when they decided to replace my Aura HD.

(That replacement was replaced by a H2O after it suffered a horrible death from being dropped (and bouncing down) a set of stairs.)

RAH · 03-22-2017, 06:59 AM

An update - I just received my replacement H2O via UPS yesterday. I have not tried it yet, but very soon. So it took awhile, but so far so good. Of course, my original one worked fine till the 2nd charging (the initial charge was the first), so I am kind of worried...

Oddly, I have not received return instructions yet from Kobo, so I still have my original (currently being used as a door stop..

)

ottdmk · 03-22-2017, 03:58 PM

I received a return mailer from Kobo (something I believe they only do in Canada) but never got around to using it. When I remember (like now) I usually feel a bit guilty about that...

RAH · 03-23-2017, 08:13 AM

You mean that they don't seem to care if they ever get the broken device back??

booklover6 · 03-23-2017, 09:56 AM

Quote:

Originally Posted by RAH

You mean that they don't seem to care if they ever get the broken device back??

They aren't the only company that might have that issue. I've had other things that were supposed to be picked up (damaged items) and never were.

RAH · 03-23-2017, 01:43 PM

Very strange, for sure. Anyway, if they send me instructions and a UPS shipping label, I'll send it back to them with no problem. Otherwise, well it is holding my door open very nicely!

RAH · 03-23-2017, 01:59 PM

Oops, I just looked more closely at the email I got from them about a week ago telling me that they were going to ship me a new one. It DOES in fact have a shipping address and instructions on how I should return it. (Apparently I have to pay the shipping charges). Oh well, I'll do it...

RAH · 03-23-2017, 05:08 PM

I shipped the bricked H2O back to Kobo this afternoon. Cost me $11 for UPS shipping! Yikes!! Maybe I should have used USPS...

greens · 03-27-2017, 09:22 AM

Quote:

Originally Posted by RAH

I shipped the bricked H2O back to Kobo this afternoon. Cost me $11 for UPS shipping! Yikes!! Maybe I should have used USPS...

you may try to ask them a reimbursement of expenses.

issybird · 03-27-2017, 10:05 AM

Quote:

Originally Posted by greens

you may try to ask them a reimbursement of expenses.

He can ask, but he's unlikely to get it, at least in my experience. Kobo policy says that buyers pay for return shipping on devices exchanged under warranty - unlike Amazon and B&N.

ottdmk · 03-27-2017, 02:31 PM

This may be country-specific, or perhaps policies have changed. Kobo sent me a free mailer to return my Aura HD back in the day. I really should get around to using it...

Goldendawn · 03-30-2017, 04:41 AM

Quote:

Originally Posted by issybird

Kobo support can require persistence. Sometimes posting to its Facebook page can get a response.

That's what I did and they helped me after no luck on phone. They seem more helpful on Facebook.

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03-13-2017, 10:50 AM	#16
RAH Guru Posts: 615 Karma: 575652 Join Date: Oct 2010 Location: Hampton, NH Device: Kobo Aura H20; Kobo ClaraBW	Just an update - I called them this morning and it turns out the issue is not closed or considered resolved by Kobo. The rep told me I would be receiving a follow-up email in 24-48 hours. I am hoping it has instructions on how to return the device and that they are sending a new one. Wishful thinking? We shall see...

03-15-2017, 07:43 AM	#17
RAH Guru Posts: 615 Karma: 575652 Join Date: Oct 2010 Location: Hampton, NH Device: Kobo Aura H20; Kobo ClaraBW	Back again - I received an email this morning saying, "After looking closely at the information you provided, this is confirmation that your eReader/Tablet is eligible for replacement under warranty. An order will be created to ship you a replacement device within 5 to 7 days." How cool is that! So, Kobo is coming through, looking responsive and helpful. Hope the replacement works! We shall see...

03-15-2017, 07:56 AM	#18
greens Connoisseur Posts: 60 Karma: 10 Join Date: Sep 2012 Device: none	nice to hear good news

03-15-2017, 04:05 PM	#19
ottdmk Wizard Posts: 1,220 Karma: 3804496 Join Date: Feb 2012 Location: Ottawa, Ontario, Canada Device: Kobo Libra 2, Lenovo Tab M10 FHD Plus, Lenovo Tab M9	Heh heh heh heh. I'd have to look through my e-mail archives, but I think that's the exact same boilerplate wording as when they decided to replace my Aura HD. (That replacement was replaced by a H2O after it suffered a horrible death from being dropped (and bouncing down) a set of stairs.)

03-22-2017, 06:59 AM	#20
RAH Guru Posts: 615 Karma: 575652 Join Date: Oct 2010 Location: Hampton, NH Device: Kobo Aura H20; Kobo ClaraBW	An update - I just received my replacement H2O via UPS yesterday. I have not tried it yet, but very soon. So it took awhile, but so far so good. Of course, my original one worked fine till the 2nd charging (the initial charge was the first), so I am kind of worried... Oddly, I have not received return instructions yet from Kobo, so I still have my original (currently being used as a door stop.. )

03-22-2017, 03:58 PM	#21
ottdmk Wizard Posts: 1,220 Karma: 3804496 Join Date: Feb 2012 Location: Ottawa, Ontario, Canada Device: Kobo Libra 2, Lenovo Tab M10 FHD Plus, Lenovo Tab M9	I received a return mailer from Kobo (something I believe they only do in Canada) but never got around to using it. When I remember (like now) I usually feel a bit guilty about that...

03-23-2017, 08:13 AM	#22
RAH Guru Posts: 615 Karma: 575652 Join Date: Oct 2010 Location: Hampton, NH Device: Kobo Aura H20; Kobo ClaraBW	You mean that they don't seem to care if they ever get the broken device back??

03-23-2017, 01:43 PM	#24
RAH Guru Posts: 615 Karma: 575652 Join Date: Oct 2010 Location: Hampton, NH Device: Kobo Aura H20; Kobo ClaraBW	Very strange, for sure. Anyway, if they send me instructions and a UPS shipping label, I'll send it back to them with no problem. Otherwise, well it is holding my door open very nicely!

03-23-2017, 01:59 PM	#25
RAH Guru Posts: 615 Karma: 575652 Join Date: Oct 2010 Location: Hampton, NH Device: Kobo Aura H20; Kobo ClaraBW	Oops, I just looked more closely at the email I got from them about a week ago telling me that they were going to ship me a new one. It DOES in fact have a shipping address and instructions on how I should return it. (Apparently I have to pay the shipping charges). Oh well, I'll do it...

03-23-2017, 05:08 PM	#26
RAH Guru Posts: 615 Karma: 575652 Join Date: Oct 2010 Location: Hampton, NH Device: Kobo Aura H20; Kobo ClaraBW	I shipped the bricked H2O back to Kobo this afternoon. Cost me $11 for UPS shipping! Yikes!! Maybe I should have used USPS...

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03-27-2017, 02:31 PM	#29
ottdmk Wizard Posts: 1,220 Karma: 3804496 Join Date: Feb 2012 Location: Ottawa, Ontario, Canada Device: Kobo Libra 2, Lenovo Tab M10 FHD Plus, Lenovo Tab M9	This may be country-specific, or perhaps policies have changed. Kobo sent me a free mailer to return my Aura HD back in the day. I really should get around to using it...