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Old 10-27-2013, 11:08 PM   #61
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The issue now is that Kobo said they would replace the Aura HD and they sent a Glo instead. I know that I'd not be happy if I was supposed to be getting a replacement 650 and instead ended up with a 600 with an unknown time for when the screw-up would be fixed.

So don't wail on MG. This isn't his fault. It's Kobo's. They agreed to to this and they botched it and are now unable to say when the screw-up is going to be sorted.
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Old 10-28-2013, 01:54 AM   #62
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The issue now is that Kobo said they would replace the Aura HD and they sent a Glo instead. I know that I'd not be happy if I was supposed to be getting a replacement 650 and instead ended up with a 600 with an unknown time for when the screw-up would be fixed.

So don't wail on MG. This isn't his fault. It's Kobo's. They agreed to to this and they botched it and are now unable to say when the screw-up is going to be sorted.
No one ever said that Kobo's screw up was his fault.
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Old 10-28-2013, 04:15 AM   #63
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Fixed.
thanks!
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Old 10-28-2013, 04:50 AM   #64
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How old is the org reader? How long have you had it before it broke?
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Old 10-28-2013, 09:39 AM   #65
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No one ever said that Kobo's screw up was his fault.
It is posts like this that I'm talking about.

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Major, were I you, I would seriously count my blessings. Your unit had physical damage. The warranty specifically does not apply to physical damage. The company is doing you a favour. They have only your word that this isn't your fault. Yet they're ignoring their own policies to help you.

Yeah, they screwed up on the replacement unit. But considering that if they went by policy they shouldn't have done anything for you at all, I would consider cutting them a break. This way you aren't out a $169CDN (+ tax) investment.
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Old 10-28-2013, 12:37 PM   #66
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So don't wail on MG. This isn't his fault. It's Kobo's. They agreed to to this and they botched it and are now unable to say when the screw-up is going to be sorted.
MG posted this on Saturdy, and given the tone I presume it was posted shortly after the call to Kobo. In MG's post it says that they said that another department had to handle the issue (likely -- phone supports job is to answer phone calls), but they were out for the weekend. Are people not allowed to have lives? Are they not allowed weekends? Getting pissed off because they said that they have to wait for the next business day seems quite petty to me.

Borrowing from the thread title: Read a ****n paper book for the next week and stop whining. You're lucky the replaced it at all, it was PHYSICALLY DAMAGED AND HAD CRACKED GLASS. Glass is funny that way... sometimes it'll take a major beating and sometimes it'll crack from the slightest tap.

BTW, MG, this'll also teach you to research better up front. When I was choosing my e-reader I looked at the various companies out there and saw that there were some with many more features, but one company stood out above all of the others with stories about going above and beyond to help the customer. Another company had just as many stories about being very strict with their warranty. I was originally thinking of the later and chose the former instead for this very reason.
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Old 11-01-2013, 08:31 AM   #67
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Well, they came through in the end. Spoke to Executive Care team a few days ago...they said to keep the Glo they sent by mistake, they're sending a new Aura HD, and they threw some store credit my way on the Kobo store. All in all, more than fair. It just shouldn't have had to reach that point, that's all.

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Old 11-01-2013, 10:34 AM   #68
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So wait, did they just give you a free reader?
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Old 11-01-2013, 10:45 AM   #69
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BTW, MG, this'll also teach you to research better up front. When I was choosing my e-reader I looked at the various companies out there and saw that there were some with many more features, but one company stood out above all of the others with stories about going above and beyond to help the customer. Another company had just as many stories about being very strict with their warranty. I was originally thinking of the later and chose the former instead for this very reason.
I guess you could say you were buying "the whole experience" (there's one for Greg to ban) but we don't all work that way. I was looking for the best device to read ebooks on. Not one with a store attached, or with marketing "Prizes" to "win", or that would keep track of my reading stats. Nor was the company's customer service a consideration. I was just interested in what the device could do, and what I might be able to make it able to do.

From my point of view I really lucked out with Kobo's AuraHD, it is not only all the hardware device that I bought it for, but the way the firmware was implemented (at least initially), offers access that many others lock the user away from. I consider any hassle I encounter buying or getting a working device in my hands, as a separate issue that has nothing to do with how I value the device. As I already mentioned, I have no care or interest in the company's after sale activities. I have not been impressed with "kepub"s and I think using a database as the most critical element of their file management and operations, is totally stupid.

Now to the greatest stroke of luck; Giorgio, Sergey, and all the others here who have helped make the alternative readers so good. And the beat goes on!

Luck;
Ken
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Old 11-01-2013, 11:22 AM   #70
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So wait, did they just give you a free reader?
Those Ba$tard$!
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Old 11-01-2013, 02:23 PM   #71
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Basically, yep, that's what they did. They told me to keep the Glo they sent by mistake, and they're sending a new Aura HD.
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Old 11-01-2013, 03:39 PM   #72
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Basically, yep, that's what they did. They told me to keep the Glo they sent by mistake, and they're sending a new Aura HD.
Too funny
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Old 11-01-2013, 04:26 PM   #73
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Basically, yep, that's what they did. They told me to keep the Glo they sent by mistake, and they're sending a new Aura HD.
Well that sounds like the most brilliant customer service ever!
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Old 11-01-2013, 04:28 PM   #74
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Well that sounds like the most brilliant customer service ever!
Sure torture the customer for a bit and then give them a present. Good cop bad cop perhaps.

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Old 11-01-2013, 06:15 PM   #75
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Major General; how would you have reacted if they had said you needed to pay the shipping and their handling/restocking for returning the probably refurbished Glo? Perhaps, they didn't want to pay for that and figured their odds weren't that good that they could get you to.

Luck;
Ken
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