Problems with Kobo Books customer service

khalleron · 07-10-2013, 01:42 PM

I've been buying from them for a long time, and I've never had this happen before, so I'm scratching my head and wondering if anyone else has had the same experience.

I purchased an ebook two weeks ago that was clearly marked readable on ereaders - but after paying for it, was not provided with a download link. I emailed CS and got a reply of 'no, there's no link, but it's available on all the platforms listed.' Which it isn't, so I sent them a screenshot of the page showing the 'readable on ereaders' icon.

Several days passed, I got a 'we have to kick it up to another department if you want a refund' email. More than a week has passed since then with no refund, but the book has disappeared from my library.

I've never been treated this way by Kobo - I really do not know what to make of it. Especially with the loss of Books On Board, this makes me mad as there are few other options for buying ePubs anymore.

I hope this is just a fluke, but I'm afraid it's not. I'm leery of buying from vendors who ignore legitimate complaints and do not give refunds.

AnemicOak · 07-10-2013, 01:58 PM

Under eBook information does it say;

Download options: Adobe DRM EPUB or
Download options:EPUB (DRM-Free) or
Download options: Adobe DRM PDF?

That's the only way I know of to assure that there will be a file you can download (besides a kePub into their software or on their readers).

I believe when they say the book readable on ereaders they're referring to being able to download a kePub version to a Kobo eReader, although I could be wrong.

Blossom · 07-10-2013, 03:37 PM

You can read it on the Android Kobo app. I bought a book like that and that is the only way I could read it.

khalleron · 07-10-2013, 05:14 PM

Quote:

Originally Posted by Blossom

You can read it on the Android Kobo app. I bought a book like that and that is the only way I could read it.

I can't now because they removed the book from my library - and still didn't give me a refund.

I hate to read on a tablet - I can't go more than 20 minutes at a time before my eyes start hurting.

There aren't any download options because the book is not downloadable - but Kobo doesn't tell you what the download options, if any, are until AFTER you've bought the book.

Here's the book's page

Do you see any info that would let you know the book is not downloadable?

Here's another book - can you tell from this what formats are available, or if they're downloadable?

Purple Lady · 07-10-2013, 06:04 PM

The second book does have "Download options: Adobe DRM EPUB" on the right side under " eBook Information". It also has desktop and tablet under READ THIS ON:. I've never looked for this before and I can see how it would be easy to miss.

Since you don't have the book in your library anymore, hopefully you will get your refund.

khalleron · 07-10-2013, 07:18 PM

I've reloaded the page and I'm not seeing what you're seeing. All I see on the right hand side are ads for Kobo's ereaders.

So after scratching my head for awhile, I reloaded it in IE (I normally use Chrome), and lo and behold - there it is.

They seriously need to fix that. That information, as well as the Goodreads reviews, is completely missing in Chrome.

So I also reloaded the original one, and although it doesn't list any download options, it still says it's readable on Kobo and other 'select' ereaders.

Try looking at the site in Chrome and see how completely different it is. That's just wrong.

Purple Lady · 07-10-2013, 07:54 PM

I just tried Chrome on my Nexus 7 and everything shows up. I agree the "read this on ereaders" is very misleading.

AnemicOak · 07-10-2013, 07:56 PM

Quote:

Originally Posted by khalleron

Here's the book's page

Do you see any info that would let you know the book is not downloadable?

Yes, no download options are listed under eBook Information like they are for most books.

Quote:

Here's another book - can you tell from this what formats are available, or if they're downloadable?

Yes, it has "Download options: Adobe DRM EPUB"

It is a crappy setup. Their website has always left a lot to be desired, so I don't know that anything will change anytime soon.

The confusing thing with the Pinkwater book is that others have it available in ePub, so why not Kobo.
https://ebookstore.sony.com/ebook/da...00000000836876
https://play.google.com/store/books/...DNCX1BIb29DIl0.

FWIW, I'm using Chrome on Win7

CWatkinsNash · 07-10-2013, 08:01 PM

Kate, are you by any chance using an ad blocker plugin in Chrome? I ask because I recently noticed entire sections of some web sites not showing up, and I traced it to the ad blocker I'm using. I think some sites are using code for certain blocks of text / pictures that is the same as or similar to that used to display ads.

Blossom · 07-10-2013, 08:02 PM

Quote:

Originally Posted by CWatkinsNash

Kate, are you by any chance using an ad blocker plugin in Chrome? I ask because I recently noticed entire sections of some web sites not showing up, and I traced it to the ad blocker I'm using. I think some sites are using code for certain blocks of text / pictures that is the same as or similar to that used to display ads.

I'm using it and I can still see the info but it could be another plugin interfering with it.

PeterT · 07-11-2013, 01:27 AM

There is something weird with "Bushman Lives!". The area for "Read This On!" shows eReaders / Kobo Arc / Android / iPhone / iPad.

The second book "Seeing a Large Cat" lists Desktop / eReaders / Tablets / Kobo Vox / Kobo Arc / Android / iPhone.

So "Bushman Lives" is not supported on Kobo Arc / Desktop.

Weird!

samhy · 07-11-2013, 04:07 AM

Just to let you know, I'm using Chrome (well, Chromium), Ghostery and AdBlock and I can see all the details on the kobobooks pages.

Khalleron, I hope you'll get a refund soon.

jmilica · 07-11-2013, 05:54 AM

I can also see all the options in Chrome, but I never looked for this information. I assumed - obviously stupidly - that all the books will be downloadable. So thank you for pointing this out and hopefully you'll get refund soon.

Gazella · 07-11-2013, 06:11 AM

I had a similar problem a while ago and when I emailed Kobo CS they replied back saying they'll escalate the problem to the Tier X team for investigation. They just kept escalating and it took almost 3 weeks when I finally figured out the issue myself and have emailed them to tell them my findings, they emailed me thanking me and that they're glad that everything is resolved. This was my first and last time buying an ebook from Kobo.

When I asked for a refund before figuring out what the problem was they declined saying that it shows in their system that it has already been bought. But I hope you get a refund.

khalleron · 07-11-2013, 09:40 AM

I did turn AdBlock off to see if that was the problem, but the page didn't change. I've also looked at it on two different computers and I see them both the same.

That is so weird, that everyone else seems to be able to see it, but I cannot.

I've given up on Kobo doing anything about it and have filed a dispute on the charge on my credit card.

Thanks for everyone's input.

07-10-2013, 01:42 PM	#1
khalleron Kate Posts: 1,683 Karma: 3165009 Join Date: Mar 2009 Location: Oregon, United States Device: Nexus 7 2013, Kobo Aura H2O, Kobo Forma	Problems with Kobo Books customer service I've been buying from them for a long time, and I've never had this happen before, so I'm scratching my head and wondering if anyone else has had the same experience. I purchased an ebook two weeks ago that was clearly marked readable on ereaders - but after paying for it, was not provided with a download link. I emailed CS and got a reply of 'no, there's no link, but it's available on all the platforms listed.' Which it isn't, so I sent them a screenshot of the page showing the 'readable on ereaders' icon. Several days passed, I got a 'we have to kick it up to another department if you want a refund' email. More than a week has passed since then with no refund, but the book has disappeared from my library. I've never been treated this way by Kobo - I really do not know what to make of it. Especially with the loss of Books On Board, this makes me mad as there are few other options for buying ePubs anymore. I hope this is just a fluke, but I'm afraid it's not. I'm leery of buying from vendors who ignore legitimate complaints and do not give refunds.

07-10-2013, 07:18 PM	#6
khalleron Kate Posts: 1,683 Karma: 3165009 Join Date: Mar 2009 Location: Oregon, United States Device: Nexus 7 2013, Kobo Aura H2O, Kobo Forma	I've reloaded the page and I'm not seeing what you're seeing. All I see on the right hand side are ads for Kobo's ereaders. So after scratching my head for awhile, I reloaded it in IE (I normally use Chrome), and lo and behold - there it is. They seriously need to fix that. That information, as well as the Goodreads reviews, is completely missing in Chrome. So I also reloaded the original one, and although it doesn't list any download options, it still says it's readable on Kobo and other 'select' ereaders. Try looking at the site in Chrome and see how completely different it is. That's just wrong. Last edited by khalleron; 07-10-2013 at 07:21 PM.

07-11-2013, 06:11 AM	#14
Gazella Wizard Posts: 1,694 Karma: 4601218 Join Date: Nov 2012 Device: Kindle Oasis	Problems with Kobo Books customer service I had a similar problem a while ago and when I emailed Kobo CS they replied back saying they'll escalate the problem to the Tier X team for investigation. They just kept escalating and it took almost 3 weeks when I finally figured out the issue myself and have emailed them to tell them my findings, they emailed me thanking me and that they're glad that everything is resolved. This was my first and last time buying an ebook from Kobo. When I asked for a refund before figuring out what the problem was they declined saying that it shows in their system that it has already been bought. But I hope you get a refund.

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07-10-2013, 01:58 PM	#2
AnemicOak Bookaholic Posts: 14,391 Karma: 54969924 Join Date: Oct 2007 Location: Minnesota Device: iPad Mini 4, AuraHD, iPhone XR +	Under eBook information does it say; Download options: Adobe DRM EPUB or Download options:EPUB (DRM-Free) or Download options: Adobe DRM PDF? That's the only way I know of to assure that there will be a file you can download (besides a kePub into their software or on their readers). I believe when they say the book readable on ereaders they're referring to being able to download a kePub version to a Kobo eReader, although I could be wrong.

07-10-2013, 03:37 PM	#3
Blossom Treasure Seeker Posts: 18,708 Karma: 26026435 Join Date: Mar 2010 Device: Kobo HD Glo, Kindles, Kindle Fires, Andriod Devices	You can read it on the Android Kobo app. I bought a book like that and that is the only way I could read it.

07-10-2013, 06:04 PM	#5
Purple Lady Grand Sorcerer Posts: 5,698 Karma: 16542228 Join Date: Feb 2010 Location: Pennsylvania Device: Huawei MediaPad M5, LG V30, Boyue T80S, Nexus 7 LTE, K3 3G, Fire HD8	The second book does have "Download options: Adobe DRM EPUB" on the right side under " eBook Information". It also has desktop and tablet under READ THIS ON:. I've never looked for this before and I can see how it would be easy to miss. Since you don't have the book in your library anymore, hopefully you will get your refund.

07-10-2013, 07:54 PM	#7
Purple Lady Grand Sorcerer Posts: 5,698 Karma: 16542228 Join Date: Feb 2010 Location: Pennsylvania Device: Huawei MediaPad M5, LG V30, Boyue T80S, Nexus 7 LTE, K3 3G, Fire HD8	I just tried Chrome on my Nexus 7 and everything shows up. I agree the "read this on ereaders" is very misleading.

07-10-2013, 08:01 PM	#9
CWatkinsNash IOC Chief Archivist Posts: 3,950 Karma: 53868218 Join Date: Dec 2010 Location: Fruitland Park, FL, USA Device: Meebook M7, Paperwhite 2021, Fire HD 8+, Fire HD 10+, Lenovo Tab P12	Kate, are you by any chance using an ad blocker plugin in Chrome? I ask because I recently noticed entire sections of some web sites not showing up, and I traced it to the ad blocker I'm using. I think some sites are using code for certain blocks of text / pictures that is the same as or similar to that used to display ads.

07-11-2013, 01:27 AM	#11
PeterT Grand Sorcerer Posts: 12,166 Karma: 73448616 Join Date: Nov 2007 Location: Toronto Device: Nexus 7, Clara, Touch, Tolino EPOS	There is something weird with "Bushman Lives!". The area for "Read This On!" shows eReaders / Kobo Arc / Android / iPhone / iPad. The second book "Seeing a Large Cat" lists Desktop / eReaders / Tablets / Kobo Vox / Kobo Arc / Android / iPhone. So "Bushman Lives" is not supported on Kobo Arc / Desktop. Weird!

07-11-2013, 04:07 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	Just to let you know, I'm using Chrome (well, Chromium), Ghostery and AdBlock and I can see all the details on the kobobooks pages. Khalleron, I hope you'll get a refund soon.

07-11-2013, 05:54 AM	#13
jmilica Banned Posts: 335 Karma: 1545924 Join Date: Apr 2012 Location: India Device: Kindle KB, Kindle PW	I can also see all the options in Chrome, but I never looked for this information. I assumed - obviously stupidly - that all the books will be downloadable. So thank you for pointing this out and hopefully you'll get refund soon.

07-11-2013, 09:40 AM	#15
khalleron Kate Posts: 1,683 Karma: 3165009 Join Date: Mar 2009 Location: Oregon, United States Device: Nexus 7 2013, Kobo Aura H2O, Kobo Forma	I did turn AdBlock off to see if that was the problem, but the page didn't change. I've also looked at it on two different computers and I see them both the same. That is so weird, that everyone else seems to be able to see it, but I cannot. I've given up on Kobo doing anything about it and have filed a dispute on the charge on my credit card. Thanks for everyone's input.

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