Kobo CS: Do they even READ your question? - Page 3

m_bisson · 02-15-2011, 09:44 AM

they don't need reps. Sony CS is terrific. I've never dealt with amazon though.

SameerH · 02-16-2011, 10:57 AM

Quote:

Originally Posted by m_bisson

Ramping up the customer care? By hiring more people? Properly training the ones you have?

Unless you expected the company to fail then you should have had a business model that allows for growth, both within the company and the consumer side. If the communication is THIS poor between the customer service and the most important people in your business: US, then it makes me wonder how much worse things are inside the company.

It took me 2 months of back and forth with several different people only to be ignored one final time..... my issue has not yet been solved. I was the first person in my family to get an eReader, and I told them if I liked it I'd recommend it to them as well. They asked how I liked it, and I said the technology is great but don't get a Kobo. The company is run by monkeys.

Good job!!!!!!!!

Hi m_bisson, can you please give me your ticket number of the issue that has not been solved? I'll make sure it gets looked at.

foldor · 02-18-2011, 02:14 PM

Can I get any help on my issue? I opened a ticket quite a while back, and it's been a constant back and forth, where they keep ignoring my ticket for days at a time. They seemingly aren't reading my ticket, and I've even asked for help on getsatisfaction.com as well. No one has helped at all. Ticket #178376.

SameerH · 02-18-2011, 02:48 PM

Quote:

Originally Posted by foldor

Can I get any help on my issue? I opened a ticket quite a while back, and it's been a constant back and forth, where they keep ignoring my ticket for days at a time. They seemingly aren't reading my ticket, and I've even asked for help on getsatisfaction.com as well. No one has helped at all. Ticket #178376.

Let me take a look.

SameerH · 02-18-2011, 02:53 PM

We've had some problems with the Dark Tower series. I'm looking into it.

SameerH · 02-18-2011, 03:00 PM

Confirmed there is a problem with that particular book in the series. We've logged a ticket with the content operations team and I will follow up on it.

In the mean time, your ticket has been assigned to Alicia and I've left a note on it for her. If you like we can give you store credit (or a refund) until the book is fixed.

3d0g · 02-18-2011, 03:40 PM

Very cool of you SameerH, but it's also somewhat unfair to you to be (what appears from the outside anyway) the sole provider of useful support @ Kobo.

We all know kobo's had some growing pains in customer support but shouldn't it be getting better by now?

DNSB · 02-20-2011, 08:28 PM

Just an update on the losing bookmarks when the battery low screen pops up. The latest response I got from Kobo after the issue was escalated is that this is a bug and will be addressed in an update.

So now to hunker down and wait patiently.

KoboNo · 02-20-2011, 09:22 PM

I am still waiting for two issues to be solved since my initial contact approximately a week before Christmas. From the pattern we're seeing, it seems that one needs to contact Kobo numerous times using numerous methods (e.g., e-mail, telephone, message boards, etc.) before they get back to you.

Dear Kobo: if you list Option A as a way for customers to get help in regards to your products, then at least have respect for those customers by actually attempting to reply to them. If you cannot do this then remove Option A as a method of getting in touch with you. (Or perhaps instruct users that they must go though Option A and Option B and Option C and ... Option X to get their issues solved.)

Pathetic.

Good to hear that Sony has decent customer support. Definitely a candidate for my future electronic reader.

SameerH · 02-21-2011, 06:21 PM

Quote:

Originally Posted by KoboNo

I am still waiting for two issues to be solved since my initial contact approximately a week before Christmas. From the pattern we're seeing, it seems that one needs to contact Kobo numerous times using numerous methods (e.g., e-mail, telephone, message boards, etc.) before they get back to you.

Dear Kobo: if you list Option A as a way for customers to get help in regards to your products, then at least have respect for those customers by actually attempting to reply to them. If you cannot do this then remove Option A as a method of getting in touch with you. (Or perhaps instruct users that they must go though Option A and Option B and Option C and ... Option X to get their issues solved.)

Pathetic.

Good to hear that Sony has decent customer support. Definitely a candidate for my future electronic reader.

Hi KoboNo,

Can you tell me your ticket #, I'll see if I can get it looked at.

AnemicOak · 02-21-2011, 10:02 PM

Quote:

Originally Posted by KoboNo

I am still waiting for two issues to be solved since my initial contact approximately a week before Christmas.

Don't hold your breath. I've been dealing with them since September to no avail. I see that they've gone ahead and closed my ticket even though nothing's been done. I replied to Joanna's post about this on TeleRead and Michael Tamblyn emailed a few weeks ago me saying he'd look into it, but I've heard nothing.

SameerH · 02-21-2011, 10:39 PM

Quote:

Originally Posted by AnemicOak

Don't hold your breath. I've been dealing with them since September to no avail. I see that they've gone ahead and closed my ticket even though nothing's been done. I replied to Joanna's post about this on TeleRead and Michael Tamblyn emailed a few weeks ago me saying he'd look into it, but I've heard nothing.

Hi there,

Your ticket should not have been closed without resolution. If you don't mind sharing your ticket # with me, I'll ping Michael and get an update for you.

KoboNo · 02-23-2011, 06:43 PM

Quote:

Originally Posted by SameerH

Hi KoboNo,

Can you tell me your ticket #, I'll see if I can get it looked at.

Thank you for the offer but I have solved the issue on my own since. Sorry to be rude, but your time would be better spent helping the people that have contacted you and have yet to get a response or whose issues have been deleted without a resolution.

It is refreshing to see you offer help here, but in the real world customers are not expected to contact a company two or three times using various methods to get a problem solved; and the end resulting being no solution after 4-6 months. This is a recipe for failure and exactly how to lose customers.

foldor · 02-25-2011, 08:24 AM

Quote:

Originally Posted by SameerH

Confirmed there is a problem with that particular book in the series. We've logged a ticket with the content operations team and I will follow up on it.

In the mean time, your ticket has been assigned to Alicia and I've left a note on it for her. If you like we can give you store credit (or a refund) until the book is fixed.

Hi Sameer,

Sorry for the long delay. I'm thrilled to hear someone actually confirm the issue. I still haven't heard back from Alicia yet, and I still can't download the book. Thanks for your help so far. I'm kind of reluctant to get a refund just yet. I really do want to read this book and I'm hoping the issue will get fixed. Is there any kind of time frame you expect until it's working again?

Thanks again,
Ryan

02-20-2011, 08:28 PM	#38
DNSB Bibliophagist Posts: 45,830 Karma: 168959602 Join Date: Jul 2010 Location: Vancouver Device: Kobo Sage, Libra Colour, Lenovo M8 FHD, Paperwhite 4, Tolino epos	Losing bookmarks on battery low screen Just an update on the losing bookmarks when the battery low screen pops up. The latest response I got from Kobo after the issue was escalated is that this is a bug and will be addressed in an update. So now to hunker down and wait patiently.

02-20-2011, 09:22 PM	#39
KoboNo Connoisseur Posts: 51 Karma: 12098 Join Date: Oct 2010 Device: Kobo	I am still waiting for two issues to be solved since my initial contact approximately a week before Christmas. From the pattern we're seeing, it seems that one needs to contact Kobo numerous times using numerous methods (e.g., e-mail, telephone, message boards, etc.) before they get back to you. Dear Kobo: if you list Option A as a way for customers to get help in regards to your products, then at least have respect for those customers by actually attempting to reply to them. If you cannot do this then remove Option A as a method of getting in touch with you. (Or perhaps instruct users that they must go though Option A and Option B and Option C and ... Option X to get their issues solved.) Pathetic. Good to hear that Sony has decent customer support. Definitely a candidate for my future electronic reader. Last edited by KoboNo; 02-20-2011 at 09:24 PM.

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02-15-2011, 09:44 AM	#31
m_bisson Groupie Posts: 170 Karma: 25803 Join Date: Dec 2010 Device: kobo touch :)	they don't need reps. Sony CS is terrific. I've never dealt with amazon though.

02-18-2011, 02:14 PM	#33
foldor Member Posts: 10 Karma: 26 Join Date: Dec 2010 Device: Kobo Wi-Fi	Can I get any help on my issue? I opened a ticket quite a while back, and it's been a constant back and forth, where they keep ignoring my ticket for days at a time. They seemingly aren't reading my ticket, and I've even asked for help on getsatisfaction.com as well. No one has helped at all. Ticket #178376.

02-18-2011, 02:53 PM	#35
SameerH Product Manager Posts: 487 Karma: 590887 Join Date: May 2010 Location: Toronto Device: Kobo Aura H2O	We've had some problems with the Dark Tower series. I'm looking into it.

02-18-2011, 03:00 PM	#36
SameerH Product Manager Posts: 487 Karma: 590887 Join Date: May 2010 Location: Toronto Device: Kobo Aura H2O	Confirmed there is a problem with that particular book in the series. We've logged a ticket with the content operations team and I will follow up on it. In the mean time, your ticket has been assigned to Alicia and I've left a note on it for her. If you like we can give you store credit (or a refund) until the book is fixed.

02-18-2011, 03:40 PM	#37
3d0g I make fjords. Posts: 304 Karma: 11192 Join Date: Jul 2010 Location: Colorado Device: kobo 1 (retired), kobo 2, iPad, G2, Galaxy Tab 7+	Very cool of you SameerH, but it's also somewhat unfair to you to be (what appears from the outside anyway) the sole provider of useful support @ Kobo. We all know kobo's had some growing pains in customer support but shouldn't it be getting better by now?

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