Aura Customer care / RMA experience

[rone1986]

Alright, we are finally getting somewhere... maybe. Received a tracking number just now for the incorrect replacement, the Aura HD - and according to FedEx, the Aura HD will be arriving today by 5pm.

I had my girlfriend pinch me to see if I was dreaming. I wasn't. And now I'm bruised.

--------------------------------------------------------------------
Hi Tyrone,

We are sorry for the delay in getting back to you. We have shipped a Aura HD to you and it is on the way.

Here is your tracking number for the wrong device: ************

Please check the latest status of your package here: https://www.fedex.com/fedextrack/?tr...&cntry_code=us

Please refuse the package and we will ship you a correct device as soon as possible.

Thank you,
The Kobo team
--------------------------------------------------------------------

Now, the plan is to:

• refuse the delivery

• screenshot the FedEx status update reflecting the refusal

• supply this to Kobo

• ask Kobo nicely to ship my replacement Aura 6" ASAP

And if I don't get another tracking number, if it takes Kobo another 2 weeks to ship it, if they ship me another Aura HD, then I think I'll be just a tad mad. And maybe go a little insane.

[rone1986]

Insane - Yep, that's where I'm heading... These Kobo people will be the end of me.

After waiting all day for the FedEx guy to show up, only so I could refuse the delivery of the Aura HD and finally get my replacement Aura 6" dispatched, I get a package tracking update emailed to me with the information below:

Customer not Available or Business Closed
Recommended action:
Delivery will be re-attempted the next business day. Contact us at https://www.fedex.com/insight/info/contactus.jsp to discuss possible delivery or pickup alternatives.

Odd, I thought, being that I had been home all day...

I got through to a very helpful woman at FedEx who was able to forward me the consignment note. What a surprise - Kobo had sent it to the wrong address!!! But hey, at least they got my name right... And I asked her to send it back to them as I was refusing delivery anyway.

So, I quit. I'm going to be rather blunt when I contact them tonight, demand a refund and maybe just buy another Aura 6" from their site again. When I was responsible for entering my address for my original purchase, it seemed to make it.

I'm really peeved at Kobo right now, and I feel sorry for the consultant I'm going to rip a new one tonight.

[rone1986]

And my latest chat with the laughably named 'customer care'. I also posted a copy on their FB page. This is now way beyond a joke:

Kobo - your service is atrocious. How it takes so long to ship a replacement device for the faulty one you sent me, I will never know. How you then manage to ship the WRONG device as a replacement, I will, once again, never know. How you ship that WRONG device to the WRONG address after I have been chasing you up, having been in constant contact with your ‘Customer Care’ for the last 2 weeks solid, again, I will never know. I am expecting a call from a supervisor at 3AM my local time, in roughly 1hr 40minutes. If no call is received, if this matter is not resolved within 24 hours, I’m going to be rather mad.

Garrett: Hi, my name is Garrett. How may I help you?
Tyrone: Hi. Please take a moment to familiarise yourself with the existing ticket. it gets rather complex
Garrett: Hi Tyrone. Okay.
Garrett: Do you mind holding for a moment while I research that issue?
Tyrone: Sure. No problem
Garrett: Thank you.
Garrett: Thank you for holding. Tyrone is that you haven't receive your replacement Kobo Aura as yet?
Tyrone: If the notes are clear, you will see that I was shipped a replacement Aura HD by mistake. I was supposed to receive an Aura 6". Is that part clear?
Garrett: My apology. Kobo Aura New*
Tyrone: Okay. I was advised to refuse delivery of the Kobo Aura HD and then the CORRECT Aura would ship. Is that clear in the notes, please?
Garrett: That is correct.
Garrett: Once you receive the Kobo Aura HD you can return it
File attachment upload has started.
The file Delivery exception.pdf (221.68KB) was received.
Tyrone: Okay. After chasing you guys for a tracking number for the Aura HD delivery for quite a while so I could arrange for someone to be home to refuse delivery, delivery was scheduled for today. I was home ALL day. No one from FedEx arrived. I have attached a copy of their delivery report for you to look at. Please check it
File attachment upload has started.
The file Consignment Note.pdf (61.37KB) was received.
Tyrone: I contacted FedEx and obtained a copy of the consignment note. I have attached that too. Please look at it.
Tyrone: Please check the delivery address on the consignment note against the address you have on file for me.
Tyrone: And then please understand my total and utter frustration with this whole process and your company
Garrett: Okay.
Garrett: Alright, just one moment while I look into your inquiry.
Tyrone: I have contacted FedEx and they are shipping the Aura HD back to Hing Kong. I have attached an email from them confirming this.
File attachment upload has started.
The file FedEx Email.pdf (110.29KB) was received.
Garrett: Okay.
Tyrone: Now - I am extremely frustrated.
Garrett: I can understand your frustration. Alright, just one moment while I look into your inquiry.
Tyrone: At the end of this chat, I want one of two options to be taken by your company. I either want a complete refund. Or I want a New Kobo Aura 6" sent to me, complete with tracking info - SENT TO THE CORRECT ADDRESS - within 24 hours
Garrett: Okay.
Tyrone: If you need to escalate this to the Executive Level - if that exists - as per the previous consultant, John H - then do so. But I want this resolved within the next 24 hours. I do not think I am being unreasonable. You have all been very polite, but I have been too, and there have been no results what so ever. After talking to your reps for all this time, how is it that it was sent to the incorrect address? I do not understand in the least.
Garrett: Thank you so much for your patience. I apologize for the long wait. It’s taking a little longer than expected to locate the information. Do you mind waiting for another minute?
Tyrone: I am happy to wait
Garrett: Thank you.
Garrett: Thank you for holding. Tyrone once again I apologize for the inconvenience cause. I will re escalate this issue and place an urgency on the matter for you.
Tyrone: I have heard all this before. I would like some guarantees. I would like a solution and I do not understand, after all this time, why it is so difficult. Is a supervisor available. I'm rather sick of hearing this over and over and over again.
Garrett: Okay.
Garrett: Unfortunately there is no supervisor available at the moment.
Tyrone: That's okay - I'll wait
Garrett: Tyrone may I have a contact number for you please?
Tyrone: My contact number is **********.
Garrett: Thank you.
Garrett: I will have my supervisor contact you shortly.
Tyrone: May I have a time frame please. It is 12.02 am here in Sydney Australia. I have had to stay up late to chat with you guys as none of my emails were replied to
Garrett: Someone will contact you at 3.
Tyrone: So, to be clear, someone will contact me in 3 hours time? Is this correct? That will be 3am my time?
Garrett: Correct.
Tyrone: okay. Garrett, thank you for your help. I look forward to talking to a representative at 3am.
Garrett: You are welcome.
Garrett: Is there anything else I can help you with today?
Tyrone: No - that was all. I am going to disconnect now. You have a nice day.
Garrett: Thanks again for contacting Kobo Customer Care.
You have disconnected.

[llcj]

I'm wondering if you could clarify something for me? I understand that the initial device was sent to the correct address so Kobo has the correct address. Does this not indicate that something went wrong on the FedEx end? Perhaps I'm missing something.

[treadlightly]

Or maybe someone down the street really did order an Aura HD?

[rone1986]

Originally Posted by llcj

I'm wondering if you could clarify something for me? I understand that the initial device was sent to the correct address so Kobo has the correct address. Does this not indicate that something went wrong on the FedEx end? Perhaps I'm missing something.

Kobo has my correct address. It appears the mythical 'replacements department' made an error and that they use a completely different, separate system. This also appears to be the reason customer care could never provide me a tracking number for the replacement.

And no - I received no call from any supervisor at 3am, nor in the hour following. I am not a happy camper.

[llcj]

So the replacement department had the wrong address?

[rone1986]

Originally Posted by llcj

So the replacement department had the wrong address?

so they say.

[speakingtohe]

I've been there and done that although not with Kobo. I would be afraid to deal with Kobo as I might get so angry that my head would explode.

A reputable company that had screwed up this badly would probably have sent you a free Aura.

Perhaps if you are intrepid enough to try it again, you might ask to speak to a supervisor immediately as they do not call when promise.

Helen

[rone1986]

I'm losing my patience. I really am...


SO ANGRY!!!! DO YOU KNOW THE MEANING OF CUSTOMER SERVICE??!!?!

Nicole T: Hi, my name is Nicole T. How may I help you?
Tyrone: Please familiarise yourself with ticket *****************, then get me as supervisor, I was to receive a call from one at 3am, my local time, but no one called. I am rather angry now
Nicole T: Hi Tyrone.
Tyrone: Yes, hello
Nicole T: I apologize for the inconvenience of you not being able to get a call from us. It will be my pleasure assisting you.
Nicole T: Please hold while I get you an available supervisor.
Tyrone: thank you
Nicole T: You're welcome.
Nicole T: Thank you for holding Tyrone, all our supervisor are currently busy. Could you please provide us with a working telephone number for you so that a supervisor can provide you with a call back?
Tyrone: No. It is now 4.17am here. I will wait here with you until one becomes available. I provided a working number to the previous consultant just a few hours ago, it should be on record. I am rather angry with your company
Nicole T: I do apologize for the inconvenience that this has caused you, please continue to hold until a supervisor is available.
Tyrone: I will wait
Nicole T: Thank you.
Nicole T: Thank you for holding Tyrone. We will be calling the number that you have provided us with. Is this the number that we should call ************?
Tyrone: Yes. I am in **********. The *** is the country code
Nicole T: Okay thank you.
Nicole T: Hi Tyrone, this is Kimone the supervisor on duty. I will contact you shortly providing a update on your current issue.
Tyrone: Thank you
Nicole T: We apologize for any inconvenience that this may have caused.
Nicole T: Your reference number remains the same, we appreciate your patience.
Tyrone: Please take a quick look at the ticket so I do not have to repear it all over again
Nicole T: I have reviewed your incident ticket, in which it states that you purchased the Kobo Aura, however you received the Kobo Aura HD instead.
Tyrone: NO!
Tyrone: Here is a quick rundown:
I purchased an Aura 6”, the new Aura
It was returned under RMA ****************
The returns team received my faulty unit on 3rd October
The replacements team sent me an Aura HD by mistake after a 2 week delay
I was told to refuse delivery of the Aura HD, they would then send me the correct Aura 6” replacement
The replacements team sent the Aura HD to the incorrect address
I spoke to a rep tonight and a manager was supposed to call me at 3am, but they didn’t

This is the solution I want:
Either a complete refund
Or a new Aura 6” to be dispatched to me within 24 hours.

Nicole T: Okay. Thank you. I will be contacting our returns team and then I will contact you with a resolution.
Nicole T: Is there anything else I may assist you with?
Tyrone: I have heard this before. The returns team is useless. I demand to speak to a supervisor still!
Nicole T: I am the supervisor on duty Tyrone. I will contact our Tier 2 Returns team after which I will then contact you.
Tyrone: I have been told this before! I am SO FRUSTRATED WITH YOUR WHOLE COMPANY!
Tyrone: THEY HAVE NEVER CONTACTED ME!
Nicole T: I understand your frustration Tyrone and I apologize for this misunderstanding.
Tyrone: If I do not hear from them TODAY, I will be making formal a complaint against your company
Nicole T: We at Kobo value our customers greatly and the experience which you have had is truly not the one which we aim to provide and while we are very sorry for the inconvenience that this has caused we would like to thank you for taking the time to bring this matter to our attention and allowing us the opportunity to apologize.
Nicole T: Tyrone I will be contacting you today with a resolution.
Nicole T: Is there anything else I can assist you with today?
Tyrone: No. When can I expect your call please?
Nicole T: I will be contacting you today as soon as I have a resloution.
Tyrone: Okay. Thank you. And I would SUGGEST giving the replacements team my correct address, because if they ship another Kobo to an incorrect address, as they did, I will be far from happy. I will expect your call later today. Thank you
Nicole T: You're welcome. A summary of our chat will be sent to your email address for future reference. Thank you for chatting with Kobo today. Have a great day!
Nicole T has disconnected.

[soulfuldog]

Hope you get it sorted to your satisfaction pretty soon rone1986, it's well past being funny now

If I try the Aura, I certainly won't be ordering it directly from Kobo, that's for sure.

[robko]

That's completely ridiculous on way to many levels to count!!!
Hope they get you sorted out soon!

[rone1986]

Originally Posted by robko

That's completely ridiculous on way to many levels to count!!!
Hope they get you sorted out soon!

Thanks, but I am not holding my breath. I have no idea where to take it from here. It's just ridiculous.

[TechniSol]

I believe they somehow exceeded the inanity of the Cheese Shop sketch -impressive considering this is real life. One might imagine that you'd have an easier time dealing with a local government speaking a foreign language without benefit of translation or some other organization staffed by the hopelessly deranged and criminally disturbed. You know, taxation or the like.

Good luck avoiding the rubber room, and remember that if you're polite and don't resist too much the nice gentlemen in the white uniforms with the large butterfly nets will usually loosen the straps a bit on your new jacket.

[rone1986]

Originally Posted by TechniSol

I believe they somehow exceeded the inanity of the Cheese Shop sketch -impressive considering this is real life. One might imagine that you'd have an easier time dealing with a local government speaking a foreign language without benefit of translation or some other organization staffed by the hopelessly deranged and criminally disturbed. You know, taxation or the like.

There is a greater chance of extraterrestrials landing within the next 20 minutes than of resolving this Kobo dispute anytime in the next millennia.

I will never purchase any Kobo branded hardware ever again.

I have been lied to, misinformed, promised so many resolutions, been appologised to time and time again, been empathised with 'please understand we understand your frustration...' and exposed to such staggering levels of incompetence, I believe my own IQ to have been lowered by proxy.

I will never purchase any Kobo branded hardware ever again.

Originally Posted by TechniSol

Good luck avoiding the rubber room, and remember that if you're polite and don't resist too much the nice gentlemen in the white uniforms with the large butterfly nets will usually loosen the straps a bit on your new jacket.

But if I'm not polite, and I resist, they will pull out the big medicinal guns. Then I would forget about my Kobo worries all together... Though, I would like to request a private rubber room, you know, to be all alone with my medicinal induced stupor.

Kobo's quality of service is comparable to that of an alleyway prostate exam performed by a blind, one armed, alcoholic, heroin-addicted, mentally affected, rabies carrying, labotomised chimp with a sock-puppet for an assistant. And even in that case, I'd give the chimp a higher satisfaction score because at least I'd get a lollipop at the end of it.