Kobo Glo disaster

nhunt · 10-03-2012, 01:01 PM

Just got my Glo. Looked forward to it for weeks and am VERY disappointed.

There is no manual and the online manual (once you can find it) is not complete.

I have had nothing but problems trying to get books over from the library, through the MANDATORY third party software and onto the Kobo.

I became frustrated enough that I called Kobo's helpline and said I wanted to return it. They said I could take it back to the store where I bought it. Another trip to the store and the store refused return.

Kobo customer support says tough.

Not only will I never buy Kobo again, but I won't shop at that bookstore again. Lose, lose, lose.

My advice: do more research than I did about customer support. It may be non-existant. And don;t buy Kobo because they don't back up what their customer support people tell you on the phone.

Cdesja5 · 10-03-2012, 02:59 PM

Try getting some help over in the Kobo threads on this forum. Everyone on there has so far had a positive experience with the Glo and there are some experienced users there that should be able to help if you are specific about what your problem is. Someone should be able to direct you to the User Guides and suggest some solutions if the Guide doesn't help. From your comments, I'm assuming this is your first reader and that your problem should be fairly simple to work out.

curtw · 10-03-2012, 03:30 PM

Could you be more specific about what this third-party software is? Was considering picking up a Glo. I've never owned a Kobo device, but my Literati has Kobo firmware, and I never needed any PC software from Kobo. I was able to get Library books loaded through Digital Editions.

Cdesja5 · 10-03-2012, 04:07 PM

Quote:

Originally Posted by curtw

Could you be more specific about what this third-party software is? Was considering picking up a Glo. I've never owned a Kobo device, but my Literati has Kobo firmware, and I never needed any PC software from Kobo. I was able to get Library books loaded through Digital Editions.

I suspect that ADE would be the only "third party" software that could be involved here... Loading Books purchased from Kobo can be done through their desktop application or wirelessly, other sources such as a public library would require ADE. Getting a book onto the Kobo devices is no more complicated than for a Sony or any other eReader or a tablet. That said, I do know a number of persons who don't often use computers that require my help to set up their readers and load their books as it is beyond their level of knowledge of electronic devices to do this themselves at first.
Public libraries often have extensive help pages for eReaders on their websites and some offer seminars to explain the process for beginners...

accom · 03-14-2013, 04:54 AM

I have the same problem. Half of kobo screen refused to refresh itself suddenly after 2 weeks of usage. When I contacted powellbooks, was told to talk to Kobo.com. When talked to kobo, their CS told me to reach out to my retailer (powellbooks)

My advise, don't bother with Kobo eReaders. Their CS sucks and warranty support is non-existence. Although i really like their online store and seamless sync, this is the last time i will buy any thing from Kobo.com.

accom · 03-14-2013, 04:57 AM

I am having the same problem with topic starter.

My 1 month old Kobo Glo stopped working last week. Top half of the screen refused to refresh itself.

Contacted my retailer (powellbooks), was told to contact Kobo CS because it has already opened.

When i reached out to Kobo (Facebook), no reply. Email, finally got back to me after 3 days. Telling me to reach out to my retailer.

This is an endless loop, no one is going to take responsibility for this. Kobo.com is a fantastic online store and I really like their seamless sync across devices, but this is bullshit. Their CS sucks and warranty and return programme non existence.

I am taking my > 50 ebooks and future purchases to Amazon Kindle.

Don't bother with Kobo ebook readers.

Shopaholic · 03-14-2013, 11:23 PM

It's not a secret that I'm not fond of the Kobo reader but for goodness sakes people if you're buying a DIGITAL reader why on earth do you think they're going to include a PAPER manual for the thing??? It's on the reader! Sheesh

alicepattinson · 03-15-2013, 12:16 AM

Quote:

Originally Posted by Shopaholic

It's not a secret that I'm not fond of the Kobo reader but for goodness sakes people if you're buying a DIGITAL reader why on earth do you think they're going to include a PAPER manual for the thing??? It's on the reader! Sheesh

LOL!! true, but since it's the first time to get a reader, the 1st item to look for is really the paper manual.

meeera · 03-15-2013, 01:13 AM

Having a manual only on the device is rather useless when you are unfamiliar with technology and need to work through something step-by-step; once you're out of the manual page and trying to do something, you can't see what the manual says any more. It's also useless when your device is frozen and needs to be reset.

I completely agree that the online "manual" is of very poor quality also. It doesn't even tell you how to do a hard reset, something that plenty of users in this forum have needed. And it's of zero use when you don't have internet access at that moment. Not all of us live in a land of ambient web access. It can also be intimidating for people with very little tech knowledge, who may feel much more comfortable and confident with a paper tutorial with their first ereader.

I think a paper Getting Started/Emergency Trouble-shooting guide should be included with e-readers. It should include step by step tutorials on the most common use cases, pointers to information for more esoteric stuff, and information on how to perform the different types of resets and what exactly will happen when you do these resets.

samhy · 03-15-2013, 09:23 AM

I'm pretty sure I got a "quick start" guide in the box which was covering the basics. Different countries, different practices?
I will have to check, though.

meeera · 03-15-2013, 08:01 PM

Quote:

Originally Posted by samhy

I'm pretty sure I got a "quick start" guide in the box which was covering the basics. Different countries, different practices?
I will have to check, though.

I'm pretty sure there was, but it didn't contain the things I describe. IMO there needs to be far more troubleshooting advice written up, instead of relying on people ringing Kobo, which let's face it is a bit of a pain (and more of a pain for some - is there online live chat available for D/deaf people, for example? As far as I know, no.)

samhy · 03-16-2013, 07:45 AM

I see your point meeera and you're right.

Having to contact customer service for basic things that could have been easily explained, doesn't give a good image to the brand (unreliable devices, time consuming process...). <- This doesn't reflect my views on Kobo (no complain whatsoever so far), just the perception one can have with whatever brand or product going all electronic.

llcj · 03-16-2013, 12:14 PM

Quote:

Originally Posted by meeera

I'm pretty sure there was, but it didn't contain the things I describe. IMO there needs to be far more troubleshooting advice written up, instead of relying on people ringing Kobo, which let's face it is a bit of a pain (and more of a pain for some - is there online live chat available for D/deaf people, for example? As far as I know, no.)

I've used online live chat with Kobo as I'm a bit phone phobic. Have to say that I agree with your assessment of the user manual.

Canuck_in_Japan · 03-16-2013, 08:15 PM

Quote:

Originally Posted by nhunt

Just got my Glo. Looked forward to it for weeks and am VERY disappointed.

There is no manual and the online manual (once you can find it) is not complete.

I have had nothing but problems trying to get books over from the library, through the MANDATORY third party software and onto the Kobo.

I became frustrated enough that I called Kobo's helpline and said I wanted to return it. They said I could take it back to the store where I bought it. Another trip to the store and the store refused return.

Kobo customer support says tough.

Not only will I never buy Kobo again, but I won't shop at that bookstore again. Lose, lose, lose.

My advice: do more research than I did about customer support. It may be non-existant. And don;t buy Kobo because they don't back up what their customer support people tell you on the phone.

I'm not sure I see the "disaster" here. You don't like the Kobo Glo because you need to use ADE? Welcome to 90% of the readers out there. I'm pretty sure Kobo Glo owners can sideload books onto their devices with ease.

davidfor · 03-17-2013, 03:14 AM

Quote:

Originally Posted by Canuck_in_Japan

I'm not sure I see the "disaster" here. You don't like the Kobo Glo because you need to use ADE? Welcome to 90% of the readers out there. I'm pretty sure Kobo Glo owners can sideload books onto their devices with ease.

Yes, any book without DRM can simply be copied to the device when it is connected by USB.

As to manuals, the Kobo Touch originally had a nice welcome guide that showed most of the function as you read through it. And it had an extensive manual built into it that did explain everything. Both of these seem to have disappeared in the recent firmware.

10-03-2012, 01:01 PM	#1
nhunt Junior Member Posts: 2 Karma: 10 Join Date: Oct 2012 Device: Kobo Glo	Kobo Glo disaster Just got my Glo. Looked forward to it for weeks and am VERY disappointed. There is no manual and the online manual (once you can find it) is not complete. I have had nothing but problems trying to get books over from the library, through the MANDATORY third party software and onto the Kobo. I became frustrated enough that I called Kobo's helpline and said I wanted to return it. They said I could take it back to the store where I bought it. Another trip to the store and the store refused return. Kobo customer support says tough. Not only will I never buy Kobo again, but I won't shop at that bookstore again. Lose, lose, lose. My advice: do more research than I did about customer support. It may be non-existant. And don;t buy Kobo because they don't back up what their customer support people tell you on the phone.

03-14-2013, 04:57 AM	#6
accom Junior Member Posts: 2 Karma: 10 Join Date: Mar 2013 Device: KOBO Glo	I am having the same problem with topic starter. My 1 month old Kobo Glo stopped working last week. Top half of the screen refused to refresh itself. Contacted my retailer (powellbooks), was told to contact Kobo CS because it has already opened. When i reached out to Kobo (Facebook), no reply. Email, finally got back to me after 3 days. Telling me to reach out to my retailer. This is an endless loop, no one is going to take responsibility for this. Kobo.com is a fantastic online store and I really like their seamless sync across devices, but this is bullshit. Their CS sucks and warranty and return programme non existence. I am taking my > 50 ebooks and future purchases to Amazon Kindle. Don't bother with Kobo ebook readers. Last edited by accom; 03-14-2013 at 05:01 AM.

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10-03-2012, 02:59 PM	#2
Cdesja5 Wizard Posts: 1,117 Karma: 2094306 Join Date: Oct 2011 Location: Montreal, Canada Device: Lots and lots of electronic gadgets...	Try getting some help over in the Kobo threads on this forum. Everyone on there has so far had a positive experience with the Glo and there are some experienced users there that should be able to help if you are specific about what your problem is. Someone should be able to direct you to the User Guides and suggest some solutions if the Guide doesn't help. From your comments, I'm assuming this is your first reader and that your problem should be fairly simple to work out.

10-03-2012, 03:30 PM	#3
curtw Outside of a dog Posts: 868 Karma: 4457646 Join Date: Dec 2007 Location: Houston, TX Device: Kindle Voyage	Could you be more specific about what this third-party software is? Was considering picking up a Glo. I've never owned a Kobo device, but my Literati has Kobo firmware, and I never needed any PC software from Kobo. I was able to get Library books loaded through Digital Editions.

03-14-2013, 04:54 AM	#5
accom Junior Member Posts: 2 Karma: 10 Join Date: Mar 2013 Device: KOBO Glo	I have the same problem. Half of kobo screen refused to refresh itself suddenly after 2 weeks of usage. When I contacted powellbooks, was told to talk to Kobo.com. When talked to kobo, their CS told me to reach out to my retailer (powellbooks) My advise, don't bother with Kobo eReaders. Their CS sucks and warranty support is non-existence. Although i really like their online store and seamless sync, this is the last time i will buy any thing from Kobo.com.

03-14-2013, 11:23 PM	#7
Shopaholic Cockatoo Mom! Posts: 1,509 Karma: 1812695 Join Date: Dec 2009 Location: Ontario, Canada Device: PW4, Kobo: A1, Clara, Libra 2, iPad Pro 11, iPad Mini	It's not a secret that I'm not fond of the Kobo reader but for goodness sakes people if you're buying a DIGITAL reader why on earth do you think they're going to include a PAPER manual for the thing??? It's on the reader! Sheesh

03-15-2013, 01:13 AM	#9
meeera Grand Sorcerer Posts: 5,700 Karma: 66666666 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	Having a manual only on the device is rather useless when you are unfamiliar with technology and need to work through something step-by-step; once you're out of the manual page and trying to do something, you can't see what the manual says any more. It's also useless when your device is frozen and needs to be reset. I completely agree that the online "manual" is of very poor quality also. It doesn't even tell you how to do a hard reset, something that plenty of users in this forum have needed. And it's of zero use when you don't have internet access at that moment. Not all of us live in a land of ambient web access. It can also be intimidating for people with very little tech knowledge, who may feel much more comfortable and confident with a paper tutorial with their first ereader. I think a paper Getting Started/Emergency Trouble-shooting guide should be included with e-readers. It should include step by step tutorials on the most common use cases, pointers to information for more esoteric stuff, and information on how to perform the different types of resets and what exactly will happen when you do these resets.

03-15-2013, 09:23 AM	#10
samhy Wizard Posts: 1,820 Karma: 9503859 Join Date: Dec 2012 Location: France Device: (Sony (J) PRS 650), Kobo Mini, Kobo Glo HD	I'm pretty sure I got a "quick start" guide in the box which was covering the basics. Different countries, different practices? I will have to check, though.

03-16-2013, 07:45 AM	#12
samhy Wizard Posts: 1,820 Karma: 9503859 Join Date: Dec 2012 Location: France Device: (Sony (J) PRS 650), Kobo Mini, Kobo Glo HD	I see your point meeera and you're right. Having to contact customer service for basic things that could have been easily explained, doesn't give a good image to the brand (unreliable devices, time consuming process...). <- This doesn't reflect my views on Kobo (no complain whatsoever so far), just the perception one can have with whatever brand or product going all electronic.

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