New Kobo Aura user

[tvuongpham]

Yes, initially i tried the paperclip hole. It did reset and start back up but then it froze hard!

The device isn't taking a charge usb, ac adapter nothing.

I cannot get it to power cycle on/off and go into the "factory restore"

The customer service rep calls this an external restore.

I have repeatedly tried the paperclip, no luck
and since it won't take a charge.. i am at a loss for anything else i can do.

[tvuongpham]

Kobo warranty/ customer service refuses my receipt as I bought it new on ebay.
from an online retailer.

"Warranty & Help
If you encounter problems with your eReader, please contact Kobo’s Customer Care centre to resolve the issue (http://www.kobo.com/help). If, within the warranty period, the issue cannot be resolved, you may exchange your defective eReader in accordance with Kobo’s warranty. Kobo will require a copy of your receipt if you make a warranty claim for your eReader.

Warranty information can be found at http://www.kobo.com/userguides"
===
https://kbdownload1-a.akamaihd.net/m...ranty_caus.pdf

===
What is covered by the one (1) year Standard Limited Warranty?
Subject to the terms and conditions of this Limited Warranty, Kobo warrants that the hardware components comprising your Device will be free from defects in materials and workmanship under normal consumer use for a period of one (1) year from the date of original retail purchase (the "Standard Warranty Period"). During this Standard Warranty Period, if a defect arises that is covered by this Limited Warranty, Kobo will, subject to the terms and conditions of this Limited Warranty, at its option, either: (i) replace your Device with a new or refurbished model of equal or greater value; or (ii) repair your Device using new or refurbished parts. For the purposes of this Limited Warranty, "refurbished" means a Device or part that has been returned to its original specifications in Kobo's sole discretion. The foregoing is your sole and exclusive remedy for any breach of this Limited Warranty or for any other claims otherwise relating to this Limited Warranty.
====

[robko]

That sucks, but the online retailer probably wasn't an authorized Kobo retailer but was just a reseller. Very few companies would accept a receipt from a reseller for warranty. I would go back to the reseller and see what they will do for you.

[Ksquared]

Originally Posted by tvuongpham

Kobo warranty/ customer service refuses my receipt as I bought it new on ebay.
from an online retailer.

I suggest:

• Try contacting your eBay seller - bad reputation if they will not help is a powerful tool!
• Get Kobo Customer Service on the phone, and work your way up through the supervisor / manager ranks to try and get satisfaction.

[tvuongpham]

Thanks for the suggestions.
1. I have pushed KOBO all the way up.. they said they need to escalate to their executive team.. -- whatever that means.
I see no exclusion in the warranty for how I purchased the item.

2. I have also contacted the eBay re-seller. They will accept a return.


Note to me:
- I am out return shipping.
- I can purchase the Kobo Aura etc new from indigo.ca free shipping - but longer ship time and almost 20% off because of the exchange rate of USD vs CAN.
- Kobo support states that might replace NEW item with a refurbished item.
- The Kobo Aura I purchased was new sealed.
- Kobo support says their system cannot differentiate any Kobo as new or used if it is factory reset. Hence the need for a receipt. Silly out of date system.
-- I was really liking the Kobo, that I bought a case for it as well.. it hasn't even arrived yet!
LOL Me, being optimistic.


Overall a disappointing experience.

Sure it work pretty good for a couple days. I even got Calibre and bookshelves configured. The device was running the latest firmware, as the startup process FORCED me to Login to KOBO and download an update.

Don't get me wrong.. the build quality of the hardware seems good. I think the SW is to blame.

bad first experience with KOBO.. too bad

[tvuongpham]

New update from KOBO customer DIS-SERVICE

"Please have your retailer provide original receipt to verify purchase date"

LMAO

IDIOTS. I responded:

I will be RETURNING my FIRST and LAST kobo. It is clear your heads are up your proverbial orifice and do NOT want a lifetime customer. (Reference I personally have purchase Sony PRS600, 350, T1 for e-readers, in hardware alone).
This is not a enjoyable interaction with KOBO corporate its affiliates and representatives. I guess the jumbled KOBO exemplifies how jumbled up KOBO’s priorities are.

I welcomed the opportunity to support KOBO open publications (epub,mobi,pdf etc) and micro-usb expansion for my large library of ebooks BUT the archaic technical support requires me to almost promise my first born.
That is unacceptable attitude you do NOT support your customers. You have prejudice against your customers and believe your customers are thieves and liars.

NOWHERE DOES YOUR PUBLISHED WARRANTY mention anything about authorized dealers.

I have already provided my original receipt.


SO SAD. So Pathetic.
KOBO Does NOT stand behind their products. Nor do they support their "customers".

[PeterT]

Just curious as to how you know the device actually was sealed by Kobo and not by the reseller (who had after all posted that it was an open-box item).

[SameerH]

Hi Tvuongpham,

Sounds like you are very frustrated with your recent Kobo purchase and experience. I'm very sorry about that, it's not the impression we strive to make. Please contact me at shasan at kobo dot com with your ticket number and I will see if we can make this right.

Thanks so much for trying us out, hope that we can get you up and running ASAP.

Sameer

Originally Posted by tvuongpham

New update from KOBO customer DIS-SERVICE

"Please have your retailer provide original receipt to verify purchase date"

LMAO

IDIOTS. I responded:

I will be RETURNING my FIRST and LAST kobo. It is clear your heads are up your proverbial orifice and do NOT want a lifetime customer. (Reference I personally have purchase Sony PRS600, 350, T1 for e-readers, in hardware alone).
This is not a enjoyable interaction with KOBO corporate its affiliates and representatives. I guess the jumbled KOBO exemplifies how jumbled up KOBO’s priorities are.

I welcomed the opportunity to support KOBO open publications (epub,mobi,pdf etc) and micro-usb expansion for my large library of ebooks BUT the archaic technical support requires me to almost promise my first born.
That is unacceptable attitude you do NOT support your customers. You have prejudice against your customers and believe your customers are thieves and liars.

NOWHERE DOES YOUR PUBLISHED WARRANTY mention anything about authorized dealers.

I have already provided my original receipt.


SO SAD. So Pathetic.
KOBO Does NOT stand behind their products. Nor do they support their "customers".

[PeterT]

I can attest to the fact that sameerh is well versed in helping resolve issues.

[tvuongpham]

Originally Posted by PeterT

Just curious as to how you know the device actually was sealed by Kobo and not by the reseller (who had after all posted that it was an open-box item).

lol
A Factory sealed box is pretty easy to see. Also age of firmware and all accessories are new. UNUSED, no fingerprints (sorry didn't look for DNA residual) haha

But seriously I have purchased thousands of consumer products and commercial products and have worked in manufacturing so I know a refurb, open, new and the differences.

For example when I worked for HP manufacturing laser printers.. a logic board can be re-worked many times and then put back into assembly line as "new" but technically that would be a refurb.. the board was re-worked -- soldered/ de-solder, washed, re-chipped etc. BUT that would still considered a "new" product.

The KOBO ecosystem is broken..IMHO
Especially how the customer is treated.

[jackie_w]

Originally Posted by tvuongpham

The KOBO ecosystem is broken..IMHO
Especially how the customer is treated.

... and yet a senior Kobo representative has taken the trouble, in post #38, to reach out to you to try and solve your problem ... but you're still moaning.

[meeera]

Is requesting a receipt really similar to requesting your first born in your mind? Looking sealed doesn't mean this was a brand new device - given that you bought it greymarket, for all you know it may have been already sitting in a box in someone's shed for two years. Your issue is with the person who sold it to you. Did they say it was covered by warranty? What was their response when you contacted them?

[tvuongpham]

Originally Posted by meeera

Is requesting a receipt really similar to requesting your first born in your mind? Looking sealed doesn't mean this was a brand new device - given that you bought it greymarket, for all you know it may have been already sitting in a box in someone's shed for two years. Your issue is with the person who sold it to you. Did they say it was covered by warranty? What was their response when you contacted them?

hyperbole... but understand your logic.

the seller stands by their sale no problem.
Kobo support makes you jump through hoops.
1. photo to prove no physical damage
2. sitting on shelf is not a really a problem...old inventory is possible.

My issue is with support of the device. Manufacture support. Remember the device forced me to logon to Kobo and d/l the latest firmware BEFORE I could ue it. If the Kobo ecosystem was worried about old inventory it could flag the firmware to not upgrade if the firmware was too old.. avoiding the old inventory problem.

( i have had to upgrade thousands of electronic devices/equipment years behind in firmware not just the Operating system)

Thanks for your input.

[tvuongpham]

Originally Posted by jackie_w

... and yet a senior Kobo representative has taken the trouble, in post #38, to reach out to you to try and solve your problem ... but you're still moaning.

I have reached out to the Kobo rep without a reply over 24 hours.. not even an acknowledgement of email i.e. I got your email.. am looking it over etc.

I continue to "moan" because I feel disenfranchised...

[meeera]

Originally Posted by tvuongpham

hyperbole... but understand your logic.

the seller stands by their sale no problem.
Kobo support makes you jump through hoops.
1. photo to prove no physical damage

How is that an unreasonable "hoop"? Lots of people complain here that their device has "frozen" for no reason - and when they post a photo on request, there's an obviously smashed screen.

Originally Posted by tvuongpham

2. sitting on shelf is not a really a problem...old inventory is possible.

It is a problem. (a), if it was first bought by your greymarket seller more than a year ago, there is no warranty under any circumstances. (b), a device that has been left on a shelf for two years may well have a dead or nearly-dead battery.