Yes, I have sideloaded my books. But additional books were on the unit, in languages I do not speak (In chinese, italian etc.). Books I do not have.
So yes, there were books on the unit (and fingerprints, and worn out USB connector etc.).
And yes they lied as they made promises (which I have in writing! - several times) which they have not kept. And I told this directly to Kobo too (and I have a record of that conversation as well)
And no I did not make incorrect statements - sorry if I created such impression...
I am very careful with any statement I make - that is why I did not say a word until after the third (documented) incorrect statement/promise made by Kobo...
One only need to look at your post about phantom books to see the inconsistencies I’ve already mentioned.
But my point wasn’t that you are a liar. It is that you should consider the world as it is right now and as others have mentioned the extremely odd nature of your issue.
First Kobo would have to screw up in processing a refurbished device, by merely logging out of it rather than performing a factory reset. Then by sending you that refurbished unit instead of a new one. As far as we know the Forma is still being produced since there aren’t even FCC filings for a new Kobo that aren’t associated with an already released device so Kobo should have plenty of new devices on hand.
Then there’s the oddity of your claim (see other post) that the books weren’t on the Forma at first. Even though it’s quite impossible for this to be the case if you are right that you did not sideload them. Literally the first thing that would happen upon (even faking) the registration is an import of the books on the device.
So we have several very strange things all of which need to have happened. Or, the much simpler explanation that you sideloaded books in other languages which were obtained elsewhere.
You can see why this is not nearly as black and white as you seem to want to pretend it is.
Again I’m not making a claim as to what happened. I’m just pointing out that several very odd mistakes and processes would have needed to happen vs a relatively simple mistake of having books in other languages. And sure kobo aren’t infallible but software would have needed to have failed to do what it’s meant to and then properly did do.
@Gadgetguy, thank you for sharing your story. Hopefully, it's a rare situation. But they should have treated you better than this and people should know about it.
@Gadgetguy, thank you for sharing your story. Hopefully, it's a rare situation. But they should have treated you better than this and people should know about it.
REALLY? They sent the Wrong one. They are sending another one they even gave him money for his trouble. HOW is that being treated bad.... sheesh
Device: Kobo Libra2,Kobo Aura2v1, K4NT(Fixed: New Bat.), Galaxy Tab A
Quote:
Originally Posted by Barbara1955
REALLY? They sent the Wrong one. They are sending another one they even gave him money for his trouble. HOW is that being treated bad.... sheesh
That was a total screw-up:
Even a lousy 'refurb' would wipe the contents.
What if that reader was for a Minor and the previous owner had some XXX stuff on it?
There was something really screwy happening. Returns usually do not end up at the same 'dock' as Shipping (and packing). Kobo is NOT a 2 horse operation were everything in S&R is done by 1 person.
Yes, it is Covid19 - so just tell me you need 7 days to take certain steps. But when you tell me you need two days, then please do it in 2...
+1
Otherwise what do you do... Wait 3 days and recontact them, chat again, Facebook, Twitter, assume they lost your email, assume Covid has impacted them and they will contact you eventually, ...?
Some won't ask any question and refund or replace.
Others will just replace.
Your case is a very strange one. I can't understand how a used unit with books and fingerprints on it etc. was sent to you in the first place. Even if it was a refurbished unit, it should have been clean. Makes no sens. Other than someone on the chain took your ereader and replaced with his. Even that makes no sens.
Also, as far as my understanding goes as to how returns and replacements are processed, the returns center that the customer sends the old unit back to, is not the same one that sends out the new replacement units.
At least, that is what I observed with the times I dealt with sending a replacement back (and I'm in the USA). I sent it to a center in NY. My new replacement came from distribution in Canada.
So, I am baffled as to how the unit sent out was "used."
Just so folks can see OPs original post on the related topic without hunting it down
Quote:
Originally Posted by Gadgetguy
Hello all,
I have a brand new Kobo Forma.
I have transferred my book collection to it (539 books) - and for some reason the reader shows 541 books. (It showed 0 books originally)
When I check under "series", I see several unknown books:
The Folk of the Air from Holly Black
Me before you Trilogy from Jojo Moyes
Thriller from Andy Weir
L'amie prodigieuse from Elen Ferrante
Suspense / Thriller from Daniel Silva
I casi del Comissiario Adamsberg from Fred Vargas (this seems to be in Italian? I do not speak italian)
and one more in Chinese (I do not speak Chinese either)
(I have 6 Phantom books - so not sure how the 541 books come from with 539 loaded...)
When I search these books on the Kobo, they do not show up in the search results but they always show in the series view.
When I select any of these phantom books, the Kobo tells me
"You have no books yet" and gives a button for "Shop Kobo"...
What is going on? Where are these books from? How do I remove them?
Did I maybe get a refurb unit with some garbage left from the previous owner? It looked new - but who knows? The rubber area around the buttons did not look spotless, but I thought that is ok even when new? There was a screen protector on and the box was sealed - bought it directly from Kobo...
Thank you for your thoughts...
There’s also this post
Quote:
Originally Posted by Gadgetguy
Hello all,
just got this morning my brand new Forma.
After some challenges (the Kobo website is down so I had to hack the registration) the Kobo is up and running.
I started to transfer my book collection using Calibre.
And here I have a challenge: when I transfer a large number of books - I alway get an error in Calibre "Error communicating with device" and the transfer fails.
I have already removed the Kobo utilities plug-in and I have plugged the Kobo directly into my laptop (so no USB hub) - but I still get this error.
Yes, I can transfer 10 books at a time - but with many hundreds of books that is a pain.
Is there a recommended way for transferring hundreds of books in one go?
Thank you for any suggestions!
(The communication itself works well between laptop and Kobo - I copied 2 GB of PDF to the unit with copy - paste with no problem)
So not only were the books not being reported initially before the transfer but the device was hacked, there were issues of some odd nature communicating with the Forma from Calibre, and 2GB of books were copy pasted to the device.
So honestly I’m personally discounting the preloaded books. Too many oddities around that that are not the responsibility of Kobo.
Which narrows this down to fingerprints by the buttons, for any Forma owners you know this can happen but they’re so insanely easy to clean that unless the maker virtually oozed oils from their fingers I’d be surprised at a permanent marking. And even a refurbished unit will have been cleaned. Finally the USB port is “loose”. I can wiggle the cable when it’s plugged in to my Forma, same as I could on my Aura One and H2O, as well as virtually every micro USB device I’ve ever owned.
Just so folks can see OPs original post on the related topic without hunting it down
There’s also this post
So not only were the books not being reported initially before the transfer but the device was hacked, there were issues of some odd nature communicating with the Forma from Calibre, and 2GB of books were copy pasted to the device.
So honestly I’m personally discounting the preloaded books. Too many oddities around that that are not the responsibility of Kobo.
Which narrows this down to fingerprints by the buttons, for any Forma owners you know this can happen but they’re so insanely easy to clean that unless the maker virtually oozed oils from their fingers I’d be surprised at a permanent marking. And even a refurbished unit will have been cleaned. Finally the USB port is “loose”. I can wiggle the cable when it’s plugged in to my Forma, same as I could on my Aura One and H2O, as well as virtually every micro USB device I’ve ever owned.
Thank you for the recap.
Yes, all of the above is correct.
But there is absolutely no way that the "phantom books" somehow were transferred from my PC to the unit.
I am certain for this for two reasons
1. I have 539 books in my Calibre collection (not less, not more, all EPUB) - and they are all 100% in German or English (the 2 GB books I also copied were PDF-s, stored in a folder called .PDF, hence invisible to the unit itself - also they were again all English and German)
2. The "phantom books" - of which there were 6 - showed up only in the series view (and nowhere else).
3. I have sent screenshots of the phantom books to Kobo - and the fact that when I actually clicked on the book it took me to a page saying shop for the book with Kobo - and they confirmed that this is not how a new unit (or any unit) should look like. (So those books were NOT on the unit - just some link / reference to them was)
4. Yes, I hacked the device (as on the day I got it Kobo was down) - but hacking is a very simple one step process which should not create phantom books.
The Calibre issue (transferring the books) had nothing to do with this - that was related to a buggy plugin.
And my real issue with this is NOT that Kobo somehow sent me a used unit (every company can make mistakes and I can live with that)
My issue is that during 3 separate chat sessions I "spoke": to multiple people (every time waiting, being on hold, explaining over and over again) - and they all promised "for sure" to take steps in a given timeframe: and NONE of those steps were actually taken in the timeframe promised. (I still have not returned the unit - and today is 1 week from the initial contact with Customer service in which they PROMISED that they send instruction within 2 days, so I can return. I still do not have the instructions. If they tell me this takes 1 week, 2 weeks etc. - I am not happy but I live with it. But they said 2 days, then 2 days later they said now it is elevated and I will get instructions the same day or the following day. Same for the store credit they offered - the very first CSR said she will put in on my account. I took 2 more calls to actually get it as she has not done it and the second person who also committed to do it right there has not done in either etc etc )
I also emailed Kobo - and they never replied to my email.
So yes, mistakes happen and I would not complain about it.
But a customer service function which does not work (as it should) is an issue as the customer needs to waste time over and over - hence I posted here.
Hello all, i have purchased a brand new Forma unit from Kobo.
They sent me a refurbished unit instead of a new one (there were many fingerprints on the unit, diverse books from the previous user were not removed, usb plug is visibly well worn etc...)
When talking to customer service on Saturday they promised to promptly send instructions by email for sending the unit back and then they would send a proper new unit.
However since Saturday there is no more communication.
Do I file a claim with visa? Or what other steps can I take?
This is my first experience with a (top of the line) kobo and so far I am very disappointed....
Thank you for any suggestions
That would piss me off for it is obviously not refurbished but used for if it was refurb they would have erased and cleaned it up and made sure parts were all working like new. I would dispute with visa also
That would piss me off for it is obviously not refurbished but used for if it was refurb they would have erased and cleaned it up and made sure parts were all working like new. I would dispute with visa also
Debatable if it’s even used or just malfunctioning.
Should Kobo CS be better sure. But it’s a bit much to call them liars, especially when GadgetGuy has, as I’ve shown above several times, reported the same events differently and not insignificantly so.
In my experience calling CS, of any company, is better than emailing or online chats. Email is actually the worst way as it’s prone to so many issues beyond seeking clarification on things.
That would piss me off for it is obviously not refurbished but used for if it was refurb they would have erased and cleaned it up and made sure parts were all working like new. I would dispute with visa also
Yes, if not resolved very soon I will dispute with visa.
In my experience calling CS, of any company, is better than emailing or online chats. Email is actually the worst way as it’s prone to so many issues beyond seeking clarification on things.
Agreed. The problem is that I have not found any number that would work to call them. I tried several...
As an FYI. I just did a factory reset of a Kobo and used that hack.
This is on a Clara HD and the factory reset took it to 4.7.10733
I've yet to upgrade the f/w, or even connect it to wifi.
My Books / Authors lists 4 pages of Authors (38 Authors) including some that are Chinese or Japanese. Each author claims to have 1 book, but selecting that author shows no books. There are no collections or books shown.
Connecting to WiFi results inj an upgrade being downloaded. Post installation I'm now at 4.23.15548 with still 38 Authors listed and no books. Subsequent syncs check for an upgrade and then fail due to lack of kobo account.
Examining the device shows the following files
Spoiler:
Code:
Volume in drive U is KOBOeReader
Volume Serial Number is 5F54-6603
Directory of u:\
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2020-09-06 04:54 AM <DIR> .kobo
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2017-10-04 07:20 PM 1,431,745 22c6469a-0195-448d-a6c8-ed4e04f4db34
2017-10-04 07:20 PM 195,566 ee3dc284-cee5-4982-ac75-1a533fb97769
2017-10-04 07:20 PM 128,251 cab01de1-d1e0-4307-bbb6-9fd073be638e
2017-10-04 07:20 PM 338,442 3bfa55de-d673-4624-b8e0-c38f63830d6b
2017-10-04 07:20 PM 188,991 3b18431d-0735-4541-9003-7302d9c50ff0
2017-10-04 07:20 PM 161,295 39c77aa9-275b-4e66-88cb-0738b1a4753e
2017-10-04 07:20 PM 273,791 4e25e4fd-5846-4293-977b-e4ab0555cef9
2017-10-04 07:20 PM 257,005 784ca75a-d54d-4576-97b6-1ed0a5846d95
2017-10-04 07:20 PM 1,662,449 5dffe8a9-f48f-4e77-bd76-5d3d433347bd
2017-10-04 07:20 PM 207,316 c59ad5ca-b7bf-424b-84fe-ed9af625df1a
2017-10-04 07:20 PM 1,664,749 eacfc7f5-ee8b-44cf-9564-c58b7256d6ef
2017-10-04 07:20 PM 513,894 740d9c56-4399-4382-a060-3e2bdd62fb7b
2017-10-04 07:20 PM 198,083 d9b11efb-07c2-4a8b-af35-2be10415ec50
2017-10-04 07:20 PM 487,518 220f52d9-248d-4138-b6b7-c542523c1245
2017-10-04 07:20 PM 2,979,930 1e3273db-1c65-4a24-9664-47a75c7f1f62
2017-10-04 07:20 PM 728,709 b97ddd4a-3d57-483f-94af-4b48ef99d61c
2017-10-04 07:20 PM 174,349 06b4ebb8-40c8-4434-8d03-f6030e760890
35 File(s) 19,559,659 bytes
Directory of u:\.kobo\Kobo
2020-09-06 04:33 AM <DIR> .
2020-09-06 04:33 AM <DIR> ..
2020-09-06 04:54 AM 5,757 Kobo eReader.conf
2020-09-06 04:54 AM 15,252 Analytics.conf
2 File(s) 21,009 bytes
Directory of u:\.kobo\certificates
2020-09-06 04:33 AM <DIR> .
2020-09-06 04:33 AM <DIR> ..
0 File(s) 0 bytes
Directory of u:\.kobo\dict
2020-09-06 04:33 AM <DIR> .
2020-09-06 04:33 AM <DIR> ..
0 File(s) 0 bytes
Directory of u:\.kobo\guide
2020-09-06 04:37 AM <DIR> .
2020-09-06 04:37 AM <DIR> ..
0 File(s) 0 bytes
Directory of u:\.adobe-digital-editions
2020-09-06 04:33 AM <DIR> .
2020-09-06 04:33 AM <DIR> ..
2020-09-06 04:33 AM 318 device.xml
1 File(s) 318 bytes
Directory of u:\System Volume Information
2020-09-06 12:33 AM <DIR> .
2020-09-06 12:33 AM <DIR> ..
2020-09-06 12:33 AM 12 WPSettings.dat
2020-09-06 12:34 AM 76 IndexerVolumeGuid
2 File(s) 88 bytes
Total Files Listed:
180 File(s) 36,836,569 bytes
360 Dir(s) 7,317,295,104 bytes free
I think it's safe to say that the real issue here is the factory reset partition contains extra data.
This is my first experience with a (top of the line) kobo and so far I am very disappointed...
I'm sorry you've had this bad experience. Like you've said, the service you've received is definitely bad - a better company would have stuck to the timeframe it had promised, and would have sent out a replacement device BEFORE receiving your refurbished one. It's as if they do not value your time. Also I think it is very odd that people are scrutinising your posts and implying that you may be dishonest... I guess some people don't like to see their favourite company criticised. Probably, the team at Kobo are not concerning themselves with this kind of nonsense, and are merely incompetent.
I'm sorry you've had this bad experience. Like you've said, the service you've received is definitely bad - a better company would have stuck to the timeframe it had promised, and would have sent out a replacement device BEFORE receiving your refurbished one. It's as if they do not value your time. Also I think it is very odd that people are scrutinising your posts and implying that you may be dishonest... I guess some people don't like to see their favourite company criticised. Probably, the team at Kobo are not concerning themselves with this kind of nonsense, and are merely incompetent.
I just don’t like when people confuse a broken CS system for people in that CS system being liars.
Especially when the same person has inconsistencies in their posts and it’s such a bizarre case regardless of those inconsistencies.
Should the CS be better? Yes. That doesn’t mean they’re lying just that the system is failing.
09-04-2020, 11:33 PM
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