Fun and Games with Kobo Customer Service

doubleshuffle · 12-22-2014, 08:27 AM

I recently started reading a book I bought from Kobo a while ago, only to find that the second half is missing. It's literally half a book. Redownloading to ADE as well as Kobo Desktop yielded the same result. Clicking the link to the book in my Kobo Library gives me an invalid link - Kobo don't offer the book anymore. However, searching for it in the shop, it's still there. So my guess is that they cancelled the broken version and uploaded a corrected one.

Anyway, I wrote to Kobo with all the above info asking them to either put the new version of the book in my library or give me store credit. Reply came after more than a week. Gist: It's the publisher's fault, nothing we can do. But we're happy we've been able to help you.

Glad that at least you are happy, Kobo.

Anthem · 12-22-2014, 09:30 AM

You got further than I did. I was having a problem with a book I purchased on the Kobo book store (through my Kobo) that wasn't appearing in my library as available for download.

They never even responded to my (two) emails about the subject. It was then that I stopped purchasing books and e-readers from Kobo despite the fact that I still like their e-readers (their Android/iOS app is poop).

Ugh.

patrik · 12-22-2014, 09:39 AM

Seriously?

When I buy a book from Kobo, it's Kobo that's the seller and I am the buyer. Who is publishing the book doesn't matter.

PeterT · 12-22-2014, 09:42 AM

Many people have far more luck getting results from Kobo through engaging their Twitter staff. Tweet them at @KoboHelp https://twitter.com/KoboHelp/with_replies

patrik · 12-22-2014, 09:53 AM

Things like this pisses me off....

If this happened to me I would send Fumio Kobayashi a mail (https://www.linkedin.com/pub/fumio-kobayashi/5/a7/409) and make it trend on fb, twitter, etc.... (https://www.facebook.com/pages/Rakuten/112758065405988)

Quote:

Originally Posted by Rakuten.com

Rakuten seeks to empower merchants to deliver Omotenashi, a hospitality mindset, which helps sellers create lasting relationships with customers.

doubleshuffle · 12-22-2014, 09:59 AM

Quote:

Originally Posted by PeterT

Many people have far more luck getting results from Kobo through engaging their Twitter staff. Tweet them at @KoboHelp https://twitter.com/KoboHelp/with_replies

Thanks for the tip. I don't do Twitter, and don't really want to, but it seems Kobo are forcing me to...

Sharkus · 12-22-2014, 10:31 AM

Quote:

Originally Posted by doubleshuffle

I recently started reading a book I bought from Kobo a while ago, only to find that the second half is missing. It's literally half a book. Redownloading to ADE as well as Kobo Desktop yielded the same result. Clicking the link to the book in my Kobo Library gives me an invalid link - Kobo don't offer the book anymore. However, searching for it in the shop, it's still there. So my guess is that they cancelled the broken version and uploaded a corrected one.

Anyway, I wrote to Kobo with all the above info asking them to either put the new version of the book in my library or give me store credit. Reply came after more than a week. Gist: It's the publisher's fault, nothing we can do. But we're happy we've been able to help you.

Glad that at least you are happy, Kobo.

Let me send you a quick PM on here in a moment.

Quote:

Originally Posted by patrik

Seriously?

When I buy a book from Kobo, it's Kobo that's the seller and I am the buyer. Who is publishing the book doesn't matter.

In a way it does matter. We receive the content (ebook) from the publisher of the book. We process that book through out system and it appears on the website (this is oversimplifying things somewhat).

If there is actually a problem with the book itself, as in this case sections of the book are missing, then it could be due to the file that was received from the publisher missed out the sections. We don't know what the missing data should be, and thus we do need to contact the publisher and detail the issue and obtain an updated version of the book.

We would then update the book and this can sometimes mean the original version is removed from sale, and the new one is added as a new item. It sounds as though this is likely what has happened to the OP.

doubleshuffle · 12-22-2014, 10:32 AM

OK, they relatively quickly reacted to my reply to the mail I referred to in my first post and have now given me store credit. Even without me having to go through Twitter. That's not too bad. One wonders, though, why such a level of persistence is necessary in such a simple and clear-cut case. It took more than a week and a reminder for them to reply, and then another, rather urgent, mail from me before they came through. If this had been a book I really needed and not just a pleasure read this would have been a nasty situation.

Anyway, thanks Kobo, for resolving the issue after all.

doubleshuffle · 12-22-2014, 11:04 AM

And thanks a lot, Sharkus, for your offer to help (which I hadn't seen before my last post) and your kind PM!! Much appreciated!

patrik · 12-22-2014, 11:06 AM

Quote:

Originally Posted by doubleshuffle

OK, they relatively quickly reacted to my reply to the mail I referred to in my first post and have now given me store credit.

That's great!

Sharkus · 12-22-2014, 11:12 AM

Quote:

Originally Posted by doubleshuffle

And thanks a lot, Sharkus, for your offer to help (which I hadn't seen before my last post) and your kind PM!! Much appreciated!

You're welcome.

12-22-2014, 08:27 AM	#1
doubleshuffle Unicycle Daredevil Posts: 13,923 Karma: 185041098 Join Date: Jan 2011 Location: Planet of the Pudding Brains Device: Aura HD (R.I.P. After six years the USB socket died.) tolino shine 3	Fun and Games with Kobo Customer Service I recently started reading a book I bought from Kobo a while ago, only to find that the second half is missing. It's literally half a book. Redownloading to ADE as well as Kobo Desktop yielded the same result. Clicking the link to the book in my Kobo Library gives me an invalid link - Kobo don't offer the book anymore. However, searching for it in the shop, it's still there. So my guess is that they cancelled the broken version and uploaded a corrected one. Anyway, I wrote to Kobo with all the above info asking them to either put the new version of the book in my library or give me store credit. Reply came after more than a week. Gist: It's the publisher's fault, nothing we can do. But we're happy we've been able to help you. Glad that at least you are happy, Kobo.

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12-22-2014, 09:30 AM	#2
Anthem Guru Posts: 704 Karma: 1622328 Join Date: Dec 2010 Location: USA Device: Kindle Oasis, OnePlus Nord	You got further than I did. I was having a problem with a book I purchased on the Kobo book store (through my Kobo) that wasn't appearing in my library as available for download. They never even responded to my (two) emails about the subject. It was then that I stopped purchasing books and e-readers from Kobo despite the fact that I still like their e-readers (their Android/iOS app is poop). Ugh.

12-22-2014, 09:39 AM	#3
patrik Guru Posts: 657 Karma: 4568205 Join Date: Jan 2010 Location: Sweden Device: Kobo Forma	Seriously? When I buy a book from Kobo, it's Kobo that's the seller and I am the buyer. Who is publishing the book doesn't matter.

12-22-2014, 09:42 AM	#4
PeterT Grand Sorcerer Posts: 12,166 Karma: 73448616 Join Date: Nov 2007 Location: Toronto Device: Nexus 7, Clara, Touch, Tolino EPOS	Many people have far more luck getting results from Kobo through engaging their Twitter staff. Tweet them at @KoboHelp https://twitter.com/KoboHelp/with_replies

12-22-2014, 10:32 AM	#8
doubleshuffle Unicycle Daredevil Posts: 13,923 Karma: 185041098 Join Date: Jan 2011 Location: Planet of the Pudding Brains Device: Aura HD (R.I.P. After six years the USB socket died.) tolino shine 3	OK, they relatively quickly reacted to my reply to the mail I referred to in my first post and have now given me store credit. Even without me having to go through Twitter. That's not too bad. One wonders, though, why such a level of persistence is necessary in such a simple and clear-cut case. It took more than a week and a reminder for them to reply, and then another, rather urgent, mail from me before they came through. If this had been a book I really needed and not just a pleasure read this would have been a nasty situation. Anyway, thanks Kobo, for resolving the issue after all.

12-22-2014, 11:04 AM	#9
doubleshuffle Unicycle Daredevil Posts: 13,923 Karma: 185041098 Join Date: Jan 2011 Location: Planet of the Pudding Brains Device: Aura HD (R.I.P. After six years the USB socket died.) tolino shine 3	And thanks a lot, Sharkus, for your offer to help (which I hadn't seen before my last post) and your kind PM!! Much appreciated!

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