Brand new Aura HD Stuck Sleeping

[Japes]

After spending the better part of 1.5 hours on live chat, and, confirming that the machine is, in fact, non-functioning, they proceeded to indicate to me that, because it has been more than 15 days since the order date (9/3/13 order date), I could not return this for a refund. I indicated to them that it has been significantly LESS than 15 days from the date of receipt (last Tuesday...11 days ago) and that the machine is NOT WORKING. Too bad, basically.

LOL.

So, I had to call my credit card and dispute the charge. The provisional credit has already been applied.

But, I can't help but think that, with Amazon, something like this would simply NEVER happen.

[paola]

Originally Posted by Japes

So I just got this a few days ago and, when I opened my sleep cover today it said "Sleeping." Tried flicking the power switch...nothing. Tried holding the power switch in for like 20 seconds...nothing.

just wondering: could the magnet have messed things up? Perhaps worth trying waving a magnet about to see whether it wakes your Aura up?

[Japes]

Will try that, thanks.

[PeterT]

Originally Posted by Japes

So, I had to call my credit card and dispute the charge. The provisional credit has already been applied.

Too my mind this action by you is not ethical.

Did you attempt to ask Kobo for an exchange under warranty?

[Japes]

I did not want an exchange. What I paid for is not working and I did not wish to deal with them in the future. Legally I'm entitled to a refund and citizens agreed with me. I wanted to return for a refund. I would gladly have done so.

My action is far from unethical. And in reading some kobocustomer service reviews online I see why they have the reputation they do.

[Ken Maltby]

What I find "unethical" would be Kobo's actions, as described. 15 days warranty on the function of the device? The "warranty" time period starting when the order was placed, not when the transaction is completed? It looks, to me, that Kobo's practices might be somewhat questionable in nature.

(Shoe fitting some more.)

Luck;
Ken

[PeterT]

Yes; however there are means of requesting a different support person; of requesting escalation to another level of management.

[dilysb]

Ignore the dire warnings about only using the Kobo charger. Any USB minijack will do and a wall charger is much quicker - I quite often use my Samsung 'phone charger. I think ALL the promised long battery usages for e-readers are untrue; I read a lot and am constantly re-charging.

[Ken Maltby]

Originally Posted by dilysb

Ignore the dire warnings about only using the Kobo charger. Any USB minijack will do and a wall charger is much quicker - I quite often use my Samsung 'phone charger. I think ALL the promised long battery usages for e-readers are untrue; I read a lot and am constantly re-charging.

Too rapid charging or discharging of Lithium batteries has been the source of real problems for manufacturers. I am sure that the warnings you mention are something the legal staff would be insisting on. Prudent users should have no real problems unless there is some failure of the protection circuits.

Li batteries don't suffer from the memory effect, so frequently "topping off"
the batteries in not a problem. One thing to keep in mind though is that all batteries (available for users) have their lifetimes shortened by internal heating during charging, the more current used (to shorten the charging time) the more rapidly the batteries are damaged and wear out. This is true for Li batteries, as well. So, using a low power charger will take longer but your batteries will last longer. I often use a 500mw USB charger and my USB charged devices aren't taking that long to charge.

Luck;
Ken

[llcj]

Originally Posted by Ken Maltby

What I find "unethical" would be Kobo's actions, as described. 15 days warranty on the function of the device? The "warranty" time period starting when the order was placed, not when the transaction is completed? It looks, to me, that Kobo's practices might be somewhat questionable in nature.

(Shoe fitting some more.)

Luck;
Ken

From memory, I believe the warranty is a one year limited warranty. I think what japes was looking for was a return with full refund, no questions asked. Kobo's policy on this is fifteen days; if you purchase online from a retailer such as ChaptersIndigo, the return period is thirty days.

[jackastor]

Originally Posted by llcj

From memory, I believe the warranty is a one year limited warranty. I think what japes was looking for was a return with full refund, no questions asked. Kobo's policy on this is fifteen days; if you purchase online from a retailer such as ChaptersIndigo, the return period is thirty days.

It does not matter. The device was shipped out. Warranty should be from date of receipt. Regardless its really no skin off of Kobos' nose to do a refund + or minus a few days. Regardless had they offered to give him a choice of a refund or a replacement may have gone a long way to provide superior customer service and customer retention.


regards

Jack

[DNSB]

Originally Posted by Ken Maltby

What I find "unethical" would be Kobo's actions, as described. 15 days warranty on the function of the device? The "warranty" time period starting when the order was placed, not when the transaction is completed? It looks, to me, that Kobo's practices might be somewhat questionable in nature.

(Shoe fitting some more.)

While I don't approve of the practice, I've dealt with quite a few vendors who started the warranty period when the order was placed or the devices were shipped. As you said, questionable at best but not all that uncommon either.

Regards,
David

[Alexander Turcic]

Originally Posted by Ken Maltby

(Shoe fitting some more.)

Moderator Notice
Opinions differ and just because someone doesn't share your negative view on how Kobo handles things doesn't mean that he or she secretly works for them. MobileRead prides itself on being an open community where fellow members treat each other with respect. Let's keep it that way.

Thanks for your consideration.

Alex

[Japes]

Starting anything from the date of order (be it the warranty or the return period) is absurd. My question to the girl was..."had you then taken 15 days to ship the order (which they didn't, of course), would I then be out of my return period before the order had even shipped?"

It's a ridiculous, borderline illegal policy. No skin off my teeth. My money has been refunded to me conditionally, and, I'm quite certain, permanently.

[llcj]

Originally Posted by Japes

Starting anything from the date of order (be it the warranty or the return period) is absurd. My question to the girl was..."had you then taken 15 days to ship the order (which they didn't, of course), would I then be out of my return period before the order had even shipped?"

It's a ridiculous, borderline illegal policy. No skin off my teeth. My money has been refunded to me conditionally, and, I'm quite certain, permanently.

I have to agree with this. For in-store purchases, it's reasonable although more time is nice.

To me, however, the warranty and return policy are two different things.