My story regarding Kobo customer care - Page 2

clintbradford · 08-03-2010, 04:13 PM

>> ... Common sense tells me to stay out of this thread, but what's the fun in that?

When you get my age - just had another birthday yesterday - people start calling you a "curmudgeon." And worse, of course.

>> ... I learned from my kids that no one responds (or hears) a lecture voice ...

Best parenting occurs when kids are taught to recognize authoritative sources ... prepare 'em for adversity ... and ALWAYS question authority, and not letting anyone make them do something uncomfortable without proper citation. But to tune out all lectures ... man, that's a sure way to fail in life ... (grin)

Curmudgeoningly yours ...

Duiker · 08-03-2010, 04:23 PM

Quote:

Originally Posted by clintbradford

>> ... as my request for SD card assist is over two weeks old, with no reply except the obligatory "escalated to level 2 support" ...

Why are you posting this? Have you been contacting your Kobo rep every couple of days?

There is something missing from your post. Either not sufficient info given to Kobo .. or not sent directly to Kobo properly ... or no logical and reasonable follow-up on your end - SOMETHING is missing. Because if you read this message board for a while (which is full of "problem reporters" while the vast majority of owners are not here, pleased with their Kobos) - you will discover that Kobo reps are eager to please us.

Long live Kobo.

Clint Bradford

Oh Clint, have you been so disappointed in the past by other customer service that you think it is the customers job to continually follow up with a company even though they say they will get back to you? Is it not the company's job to reply to you in a timely fashion? "Kobo reps are eager to please"? Some are definitely eager, like the ones who watch these boards. Others barely even read our e-mails before sending a generic response that in no way answers our questions. https://www.mobileread.com/forums/showthread.php?t=91848.
Also, I think the real question is why are you responding to Sabre's post if you are just going to lecture? You're response is not helpful.

wrenn1 · 08-03-2010, 04:53 PM

Clint says, "Best parenting occurs"....see Clint there is a difference between helpful and arrogant. You are unpleasant to listen to and that is not helpful.

But I am sure you will continue to try to show us the way.

clintbradford · 08-03-2010, 06:13 PM

>> ... But I am sure you will continue to try to show us the way ...

All I can say is that I get results. And NOT by moaning and whining. And NOT by sitting back and waiting for weeks on end for replies.

>> ... you think it is the customers job to continually follow up with a company even though they say they will get back to you?

I repeat, I would not wait two weeks for such a response. Something is amiss. I have NEVER had to wait more than a couple days for a reply to a direct question to a Kobo representative.

Back to my Kobo ...

sabredog · 08-03-2010, 06:30 PM

You might have had to wait only two days. It seems that some of us have had to wait far longer for a response if any at all from customer service. Yet you persist on having a go at all those who dare have a differing point to your opinion.

I emailed Dell customer service yesterday about an issue regarding my netbook and received an answer within two hours that solved the issue. I expect the same from other companies.

My last communication to Kobo was thanking them for the potted escalation communication they sent in response to my original request and that was quite a few days ago.

Something IS amiss but not from my end.

As I said before, you were fortunate enough to have had your Kobo firmware upgraded via SD card. But you bluster about and attack others who want the same ability?

Get off your high horse and stop pontificating.

wrenn1 · 08-03-2010, 06:37 PM

Don't hold your breath waiting for a dismount Sabre.

clintbradford · 08-03-2010, 06:51 PM

>> ... It seems that some of us have had to wait far longer for a response if any at all from customer service ...

How much longer are you going to wait before you send a direct note to someone at Kobo? Seems like an awful waste of time today in this thread. It's been two weeks ... why not wait another month or so ...

>> ... Don't hold your breath waiting for a dismount ...

Cute. Coincidentally, I just finished feeding my ass (I'll leave the punch lines up to you guys) as a matter of fact. His name is Edward R. Burro.

Duiker · 08-03-2010, 07:45 PM

Quote:

Originally Posted by clintbradford

>> ... It seems that some of us have had to wait far longer for a response if any at all from customer service ...

How much longer are you going to wait before you send a direct note to someone at Kobo? Seems like an awful waste of time today in this thread. It's been two weeks ... why not wait another month or so ...

>> ... Don't hold your breath waiting for a dismount ...

Cute. Coincidentally, I just finished feeding my ass (I'll leave the punch lines up to you guys) as a matter of fact. His name is Edward R. Burro.

(yawn) Bored now.

zoran · 08-04-2010, 01:13 AM

I do not want to put more wood on the fire. I will
simply say that I wrote a mail month and more ago
and got no answer yet.

JOCO_MKNZ · 08-04-2010, 05:42 AM

I think this thread is beggining to be a bit heated. I have contacted Customer service to get an SD card image and there has been no reply as well. This was TWO WEEKS AGO. I have gotten a replacement kobo in the meantime from my retailer, but this will not solve my concerns.

I want to have the SD card option and having the source to do whatever I like with the software of the device. I am a firm believer that source will be the way to speed up fixing the software bugs this device.

The reason of sabredogs complaint about customer service is (from my point of view) the fact that ALL questions regarding sd card images have been put on hold without an official reply from Kobo.

Alexander Turcic · 08-04-2010, 06:12 AM

sabredog has stated his personal disappointment which is perfectly fine and it should be respected. This is what Mobileread is about - we communicate with each other in a friendly tone, we share experiences and we exchange tips to make the best out of e-book reading.

Please avoid resorting to personal insults or accusations - it's really uncalled for and doesn't help anyone.

Thank you.

Alex
Mobileread Team

*reg* · 08-04-2010, 06:13 AM

Quote:

Originally Posted by clintbradford

I would not let such a "problem report" go on for two weeks without additional intervention. And I certainly would not NOT re-contact Kobo but post a complaint in a messagegroup like this. I would rather get my problem handled, rather than look for sympathy.

If customer service is efficient then a customer should not need to intervene.

I also value people posting their own experience with a company, negative or positive. I do not believe people who post a complaint are looking for sympathy at all, but rather just wanting others to know of their experience. People can then choose to take this on board or leave it.

Also posting a complaint on a forum such as this one where there is Kobo Staff presence could be seen as getting a 'problem handled'. Companies don't want negative feedback out on the web and so often will take action to resolve any issues.

zoran · 08-04-2010, 06:59 AM

Quote:

Originally Posted by *reg*

Also posting a complaint on a forum such as this one where there is Kobo Staff presence could be seen as getting a 'problem handled'. Companies don't want negative feedback out on the web and so often will take action to resolve any issues.

The part of very problem. Kobo people don't answer, except what
they want to answer. If they don't like the question, they ignore it.
Just to say that advertisement says new kindle is for $139.

sabredog · 08-04-2010, 07:55 AM

Thanks everyone.

I want the Kobo tech staff to respond. I know they check here, especially Sameer who has been helpful to many members here many times.

Hopefully they will respond, either to my request or here on the forum.

I have no problems promoting the Kobo, it is a great device.

sabredog · 08-30-2010, 07:51 PM

Quote:

Originally Posted by sabredog

Thanks everyone.

I want the Kobo tech staff to respond. I know they check here, especially Sameer who has been helpful to many members here many times.

Hopefully they will respond, either to my request or here on the forum.

Which they have done, with apologies for the long delay.

Thanks to the Kobo support team for coming through and for the apology, I appreciate it.

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08-03-2010, 04:13 PM	#16
clintbradford Older ... slower ... Posts: 450 Karma: 1924 Join Date: Jun 2010 Location: Jurupa Valley CA US Device: Kobo, Kindles 2/3/Keyboard/Fire/Fire HD, HDX.	>> ... Common sense tells me to stay out of this thread, but what's the fun in that? When you get my age - just had another birthday yesterday - people start calling you a "curmudgeon." And worse, of course. >> ... I learned from my kids that no one responds (or hears) a lecture voice ... Best parenting occurs when kids are taught to recognize authoritative sources ... prepare 'em for adversity ... and ALWAYS question authority, and not letting anyone make them do something uncomfortable without proper citation. But to tune out all lectures ... man, that's a sure way to fail in life ... (grin) Curmudgeoningly yours ...

08-03-2010, 04:53 PM	#18
wrenn1 Addict Posts: 259 Karma: 48576 Join Date: Jun 2010 Device: Kobo	Clint says, "Best parenting occurs"....see Clint there is a difference between helpful and arrogant. You are unpleasant to listen to and that is not helpful. But I am sure you will continue to try to show us the way.

08-03-2010, 06:13 PM	#19
clintbradford Older ... slower ... Posts: 450 Karma: 1924 Join Date: Jun 2010 Location: Jurupa Valley CA US Device: Kobo, Kindles 2/3/Keyboard/Fire/Fire HD, HDX.	>> ... But I am sure you will continue to try to show us the way ... All I can say is that I get results. And NOT by moaning and whining. And NOT by sitting back and waiting for weeks on end for replies. >> ... you think it is the customers job to continually follow up with a company even though they say they will get back to you? I repeat, I would not wait two weeks for such a response. Something is amiss. I have NEVER had to wait more than a couple days for a reply to a direct question to a Kobo representative. Back to my Kobo ...

08-03-2010, 06:30 PM	#20
sabredog Geographically Restricted Posts: 2,629 Karma: 14933353 Join Date: Dec 2008 Location: Perth, Australia Device: Sony PRS-T3, Kindle Voyage, iPad Air2, Nexus7v2	You might have had to wait only two days. It seems that some of us have had to wait far longer for a response if any at all from customer service. Yet you persist on having a go at all those who dare have a differing point to your opinion. I emailed Dell customer service yesterday about an issue regarding my netbook and received an answer within two hours that solved the issue. I expect the same from other companies. My last communication to Kobo was thanking them for the potted escalation communication they sent in response to my original request and that was quite a few days ago. Something IS amiss but not from my end. As I said before, you were fortunate enough to have had your Kobo firmware upgraded via SD card. But you bluster about and attack others who want the same ability? Get off your high horse and stop pontificating.

08-03-2010, 06:37 PM	#21
wrenn1 Addict Posts: 259 Karma: 48576 Join Date: Jun 2010 Device: Kobo	Don't hold your breath waiting for a dismount Sabre.

08-03-2010, 06:51 PM	#22
clintbradford Older ... slower ... Posts: 450 Karma: 1924 Join Date: Jun 2010 Location: Jurupa Valley CA US Device: Kobo, Kindles 2/3/Keyboard/Fire/Fire HD, HDX.	>> ... It seems that some of us have had to wait far longer for a response if any at all from customer service ... How much longer are you going to wait before you send a direct note to someone at Kobo? Seems like an awful waste of time today in this thread. It's been two weeks ... why not wait another month or so ... >> ... Don't hold your breath waiting for a dismount ... Cute. Coincidentally, I just finished feeding my ass (I'll leave the punch lines up to you guys) as a matter of fact. His name is Edward R. Burro.

08-04-2010, 01:13 AM	#24
zoran himself Posts: 576 Karma: 11226 Join Date: May 2010 Device: Kobo	I do not want to put more wood on the fire. I will simply say that I wrote a mail month and more ago and got no answer yet.

08-04-2010, 05:42 AM	#25
JOCO_MKNZ Member Posts: 10 Karma: 10 Join Date: Jul 2010 Device: Kobo Ereader	I think this thread is beggining to be a bit heated. I have contacted Customer service to get an SD card image and there has been no reply as well. This was TWO WEEKS AGO. I have gotten a replacement kobo in the meantime from my retailer, but this will not solve my concerns. I want to have the SD card option and having the source to do whatever I like with the software of the device. I am a firm believer that source will be the way to speed up fixing the software bugs this device. The reason of sabredogs complaint about customer service is (from my point of view) the fact that ALL questions regarding sd card images have been put on hold without an official reply from Kobo.

08-04-2010, 06:12 AM	#26
Alexander Turcic Fully Converged Posts: 18,175 Karma: 14021202 Join Date: Oct 2002 Location: Switzerland Device: Too many to count here.	sabredog has stated his personal disappointment which is perfectly fine and it should be respected. This is what Mobileread is about - we communicate with each other in a friendly tone, we share experiences and we exchange tips to make the best out of e-book reading. Please avoid resorting to personal insults or accusations - it's really uncalled for and doesn't help anyone. Thank you. Alex Mobileread Team

08-04-2010, 07:55 AM	#29
sabredog Geographically Restricted Posts: 2,629 Karma: 14933353 Join Date: Dec 2008 Location: Perth, Australia Device: Sony PRS-T3, Kindle Voyage, iPad Air2, Nexus7v2	Thanks everyone. I want the Kobo tech staff to respond. I know they check here, especially Sameer who has been helpful to many members here many times. Hopefully they will respond, either to my request or here on the forum. I have no problems promoting the Kobo, it is a great device.

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