Kobo = Very poor customer service! - Page 2

HansTWN · 03-12-2010, 06:58 AM

I like to use them for their special offers. No problems until now. I am sure they are a reputable company.

Skydog · 03-12-2010, 09:54 PM

The good news is that I finally received a response and they confirmed the blank book (duh). I haven't checked yet but they indicated they would initiate a refund.

Still, their response time needs improvement, IMHO.

JSWolf · 03-15-2010, 12:44 PM

I've just put in a ticket with Kobo. Turns out an eBook I bought from them that I was going to clean up to read next turned out to have no quotes or apostrophes. Granted, it was purchased in October 2009 sometime. So I'm hoping for getting this fixed instead of a refund. But if I do need a refund, I'll buy it elsewhere.

Skydog · 03-15-2010, 02:08 PM

I would be very surprised if you were given a refund on a purchase of five months ago. Good luck.

JSWolf · 03-15-2010, 02:10 PM

Quote:

Originally Posted by Skydog

I would be very surprised if you were given a refund on a purchase of five months ago. Good luck.

I would like to think so. I'd expect that they do want to keep customers.

Nakor · 03-15-2010, 03:20 PM

Depends. If they can clearly tell that the document in question was incorrect, I would think they'd make the effort to replace it (both for future and present customers). But even if they don't, they can see that however old it may be it was incorrect from the start.

Skydog · 03-15-2010, 07:27 PM

Quote:

Originally Posted by JSWolf

I would like to think so. I'd expect that they do want to keep customers.

Let us know the outcome.

JSWolf · 03-17-2010, 07:07 PM

Quote:

Originally Posted by Skydog

Let us know the outcome.

I got an email today saying they are refunding the purchase price and letting the publisher know. I replied that was ok and then got another email showing the refund. Now I just need to wait for a sale to purchase this eBook again as I bought it on sale.

The eBook is now no longer listed at Kobo. The question I have, are all the ePub copies out there also bad?

Skydog · 03-17-2010, 10:51 PM

Well, that's good news. I received a notification of refund too but no indication as to when the book would be available. I'll go look and see if they pulled it - I would hope so since it is blank!

Update: Interesting - the title is still available for purchase but it is the same corrupted file! (just tried downloading it again)

koland · 03-18-2010, 08:50 AM

You know, it might help if one of you guys mentioned the title of the book(s - since they are two different ones, from the messages I see). Hard to tell if "all epub copies" are blank, without knowing which book (unless you mean all epub copies of all books, which I doubt). Also, since there are two books with problems at Kobo, I suspect most here would appreciate a heads-up, so we don't go thru the same hassle.

JSWolf · 03-18-2010, 02:32 PM

The book I put in the ticket about is The Third Option by Vince Flynn.

Skydog · 03-18-2010, 06:14 PM

Quote:

Originally Posted by JSWolf

The book I put in the ticket about is The Third Option by Vince Flynn.

Oh, no! Not a Vince Flynn book! All his books are great - are you reading them in order?

Skydog · 03-18-2010, 06:35 PM

Quote:

Originally Posted by koland

You know, it might help if one of you guys mentioned the title of the book(s - since they are two different ones, from the messages I see). Hard to tell if "all epub copies" are blank, without knowing which book (unless you mean all epub copies of all books, which I doubt). Also, since there are two books with problems at Kobo, I suspect most here would appreciate a heads-up, so we don't go thru the same hassle.

Karen,

You are right and I was about to do so pending a response from Kobo. The more I deal with them, the less I am impressed. Following are the recent exchanges I have had thus far:

Re: The Coffee Trader by David Liss

Kobo's repsonse: (09 March)

Dear Patricia,

You're right - the ePub for this book seems to be blank. We apologize for this inconvenience. The publisher has sent us a corrupted file, and we will contact them to obtain the correct ePub file.

We will provide you with a refund for this book because you cannot read it on your eReading device. Your refund will be processed in the next few days.

We cannot provide you with an exact date when this book will be back on the site, as this depends entirely on the publisher, but we will do our best to expedite the process.

My response:

Dear Kobo,

As of this date (17Mar) I notice the above title/corrupted file is still available for purchase on your website. I suggest the title be removed to avoid others discovering the same problem after purchase.

Kobo's response:

Thank you for your input. We are taking it under advisement.

Taking it under advisement??!!! What the h---?!!! It should have been pulled immediately! I underlined a portion of their response above which implies it would be removed but that is certainly not the case.

JSWolf · 03-18-2010, 06:39 PM

Quote:

Originally Posted by Skydog

Oh, no! Not a Vince Flynn book! All his books are great - are you reading them in order?

Yep and this being the second one means I'm out of luck for now once I finish Transfer of Power. I'm waiting for another shop to have a sale so I can buy the eBook again at a discounted price. Sure, I can buy it now, but it would be more then I originally paid.

MichaelDeVore · 08-17-2011, 02:53 PM

I had the best customer service experience I have had in years. My Kobo quit working and was flashing on and off. I called, explained the problem and pretty much immediately was offered a new Kobo which would come by Fed Ex. I just had to return the old one by return shipping. The lady was professional, friendly, and in the United States. I was given all kinds of pertinent info and will be emailed directions in case I forgot anything. Best of all, they took my word that I had purchased this six months ago or had me on record. At any rate, I was never asked for proof of purchase and I felt trusted. Awesome!

03-17-2010, 10:51 PM	#24
Skydog Wizard Posts: 2,243 Karma: 7400001 Join Date: Mar 2009 Location: Circling Earth @ Mach .83 Device: Elipsa 2E, Sage, Forma, Libra 2, Clara 2E, Kindle Oasis3, Voyage	Well, that's good news. I received a notification of refund too but no indication as to when the book would be available. I'll go look and see if they pulled it - I would hope so since it is blank! Update: Interesting - the title is still available for purchase but it is the same corrupted file! (just tried downloading it again) Last edited by Skydog; 03-17-2010 at 11:01 PM.

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03-12-2010, 06:58 AM	#16
HansTWN Wizard Posts: 4,538 Karma: 264065402 Join Date: Jun 2009 Location: Taiwan Device: HP Touchpad, Sony Duo 13, Lumia 920, Kobo Aura HD	I like to use them for their special offers. No problems until now. I am sure they are a reputable company.

03-12-2010, 09:54 PM	#17
Skydog Wizard Posts: 2,243 Karma: 7400001 Join Date: Mar 2009 Location: Circling Earth @ Mach .83 Device: Elipsa 2E, Sage, Forma, Libra 2, Clara 2E, Kindle Oasis3, Voyage	The good news is that I finally received a response and they confirmed the blank book (duh). I haven't checked yet but they indicated they would initiate a refund. Still, their response time needs improvement, IMHO.

03-15-2010, 12:44 PM	#18
JSWolf Resident Curmudgeon Posts: 73,897 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	I've just put in a ticket with Kobo. Turns out an eBook I bought from them that I was going to clean up to read next turned out to have no quotes or apostrophes. Granted, it was purchased in October 2009 sometime. So I'm hoping for getting this fixed instead of a refund. But if I do need a refund, I'll buy it elsewhere.

03-15-2010, 02:08 PM	#19
Skydog Wizard Posts: 2,243 Karma: 7400001 Join Date: Mar 2009 Location: Circling Earth @ Mach .83 Device: Elipsa 2E, Sage, Forma, Libra 2, Clara 2E, Kindle Oasis3, Voyage	I would be very surprised if you were given a refund on a purchase of five months ago. Good luck.

03-15-2010, 03:20 PM	#21
Nakor Addict Posts: 214 Karma: 511602 Join Date: Feb 2010 Location: BC, Canada Device: Aluratek Libre	Depends. If they can clearly tell that the document in question was incorrect, I would think they'd make the effort to replace it (both for future and present customers). But even if they don't, they can see that however old it may be it was incorrect from the start.

03-18-2010, 08:50 AM	#25
koland Grand Sorcerer Posts: 8,560 Karma: 8033155 Join Date: Aug 2008 Location: TN, USA Device: kindle(all), nook, nookcolor, Sony, Kobo, epic, iphone, iPad, pc	You know, it might help if one of you guys mentioned the title of the book(s - since they are two different ones, from the messages I see). Hard to tell if "all epub copies" are blank, without knowing which book (unless you mean all epub copies of all books, which I doubt). Also, since there are two books with problems at Kobo, I suspect most here would appreciate a heads-up, so we don't go thru the same hassle.

03-18-2010, 02:32 PM	#26
JSWolf Resident Curmudgeon Posts: 73,897 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	The book I put in the ticket about is The Third Option by Vince Flynn.

08-17-2011, 02:53 PM	#30
MichaelDeVore Junior Member Posts: 1 Karma: 10 Join Date: Aug 2011 Device: Kobo N416	I had the best customer service experience I have had in years. My Kobo quit working and was flashing on and off. I called, explained the problem and pretty much immediately was offered a new Kobo which would come by Fed Ex. I just had to return the old one by return shipping. The lady was professional, friendly, and in the United States. I was given all kinds of pertinent info and will be emailed directions in case I forgot anything. Best of all, they took my word that I had purchased this six months ago or had me on record. At any rate, I was never asked for proof of purchase and I felt trusted. Awesome!