Issue with returning a defective E-reader to Kobo

[rogerinnyc]

FWIW, I have had odd, but ultimately resolved, interactions with Kobo customer services here in the U.S. I ordered the Sage and sleep cover and, although unlike Josieb1, I got one with a beautiful screen, decided to return it because I didn't like the extra weight, more slippery grip and button placement. I initiated the return through their chat function, but after about a week of not getting the promised email, returned to the chat function again. They said the return was in process and I would get the emails shortly. Two days later, no emails and nothing in my spam folder. Decided I'd be better off trying to call. Got connected after about a 15 minute wait. The representative first said that the email had been sent -- in July! (before the Sage existed) -- but when pushed, went offline and finally found the return request and, while I was on the line, was able to send me the return email -- which gives you a link to click to confirm you address. I did that, and the process promises you return labels within 24 hours afterwards. Of course, none arrived, so 72 hours later I called again. Shorter wait this time and the representative was able to find the labels and send them to me.

Sheesh. What a process. One lesson, though, is I would skip the chat function and stick to the phone. They can at least generate the first email (address confirmation), while you wait.

Separately, I ordered the Libra 2 from Amazon and, I have to say, I love it! Didn't think I could live with 7" and a recessed screen after my Forma, but the screen image is just so perfectly contrasty and even all away across the screen that I'm keeping it as my main device. However, the Libra 2 sleep cover is disappointing and is going back -- in portrait orientation, it really lists to the side (if you read in landscape, it's great).

[Josieb1]

Originally Posted by rogerinnyc

FWIW, I have had odd, but ultimately resolved, interactions with Kobo customer services here in the U.S. I ordered the Sage and sleep cover and, although unlike Josieb1, I got one with a beautiful screen, decided to return it because I didn't like the extra weight, more slippery grip and button placement. I initiated the return through their chat function, but after about a week of not getting the promised email, returned to the chat function again. They said the return was in process and I would get the emails shortly. Two days later, no emails and nothing in my spam folder. Decided I'd be better off trying to call. Got connected after about a 15 minute wait. The representative first said that the email had been sent -- in July! (before the Sage existed) -- but when pushed, went offline and finally found the return request and, while I was on the line, was able to send me the return email -- which gives you a link to click to confirm you address. I did that, and the process promises you return labels within 24 hours afterwards. Of course, none arrived, so 72 hours later I called again. Shorter wait this time and the representative was able to find the labels and send them to me.

Sheesh. What a process. One lesson, though, is I would skip the chat function and stick to the phone. They can at least generate the first email (address confirmation), while you wait.

Separately, I ordered the Libra 2 from Amazon and, I have to say, I love it! Didn't think I could live with 7" and a recessed screen after my Forma, but the screen image is just so perfectly contrasty and even all away across the screen that I'm keeping it as my main device. However, the Libra 2 sleep cover is disappointing and is going back -- in portrait orientation, it really lists to the side (if you read in landscape, it's great).

I’ve had the opposite experience to you. I’ve had refunds, for both the Sage and now the Sleepcover but no labels to return. It’s really strange.

It’s nice to know you prefer the Libra 2, I have one on order with Amazon, but we don’t have them yet. I’m looking forward to getting it.

[jiminrussell]

Originally Posted by Josieb1

I couldn’t refuse delivery it was dumped by my front door. My order status doesn’t even say shipped and I had no tracking info and no idea when it would arrive.

I got shipping notice for my cover a week and a half after it was delivered. It actually arrived the same day my Sage did, even though they sent me email saying the cover would be delayed by a week. It would be funny if it wasn't so sad.

Kobo needs to outsource this part of their business, they just can't get it right.

Sent fromTapatalk

[Josieb1]

Originally Posted by jiminrussell

I got shipping notice for my cover a week and a half after it was delivered. It actually arrived the same day my Sage did, even though they sent me email saying the cover would be delayed by a week. It would be funny if it wasn't so sad.

Kobo needs to outsource this part of their business, they just can't get it right.

Sent fromTapatalk

I’m actually wondering if they have already outsourced the delivery side and that is where they are having problems, the complete disconnect between orders/refunds and shipping/returns.