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Old 10-25-2018, 04:19 PM   #1
BishopLuc
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Exclamation Forma Lighting a Known Issue, Support Advises to Wait



Looks like the image thing doesn't work, here's the link: https://imgur.com/a/DGQX4Nj

Transcription:

Chat started: 2018-10-25 07:05 PM UTC

(07:05:34 PM) JM: I want to buy the forma but worried about the Dark Banding on the handle side.

(07:05:36 PM) Customer Service: Thanks for your message, please wait a moment while we connect you to one of our agents.
(07:05:43 PM) *** Aldo T. joined the chat ***
(07:06:09 PM) Aldo T.: Hello, thanks for contacting Rakuten Kobo, JM.
(07:06:25 PM) JM:
(07:06:34 PM) Aldo T.: Can you please tell me the reason of your worry?
(07:07:06 PM) JM: I've read on Reddit and on Mobileread.com that a lot of Formas recently released have light inconsistencies.
(07:08:18 PM) Aldo T.: I see. This a known issue JM. We are currently working to fix it.
(07:10:11 PM) JM: When will it be fixed? I want to buy it but I don't want to have to return it.
(07:10:30 PM) Aldo T.: I'm afraid we currently don't have an estimated time JM.
(07:11:40 PM) JM: That's sad.
(07:12:49 PM) Aldo T.: We are trying to fix the issue as soon as possible, JM. But if you want the Forma model specifically, I would recommend you wait a little.

Last edited by BishopLuc; 10-25-2018 at 04:26 PM.
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Old 10-25-2018, 04:23 PM   #2
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Originally Posted by BishopLuc View Post


Looks like the image thing doesn't work, here's the link: https://imgur.com/a/DGQX4Nj
It is too small, i am not able to read it. Could you transcribe the chat?
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Old 10-25-2018, 04:25 PM   #3
BishopLuc
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Quote:
Originally Posted by emiliolara View Post
It is too small, i am not able to read it. Could you transcribe the chat?
Chat started: 2018-10-25 07:05 PM UTC

(07:05:34 PM) JM: I want to buy the forma but worried about the Dark Banding on the handle side.

(07:05:36 PM) Customer Service: Thanks for your message, please wait a moment while we connect you to one of our agents.
(07:05:43 PM) *** Aldo T. joined the chat ***
(07:06:09 PM) Aldo T.: Hello, thanks for contacting Rakuten Kobo, JM.
(07:06:25 PM) JM:
(07:06:34 PM) Aldo T.: Can you please tell me the reason of your worry?
(07:07:06 PM) JM: I've read on Reddit and on Mobileread.com that a lot of Formas recently released have light inconsistencies.
(07:08:18 PM) Aldo T.: I see. This a known issue JM. We are currently working to fix it.
(07:10:11 PM) JM: When will it be fixed? I want to buy it but I don't want to have to return it.
(07:10:30 PM) Aldo T.: I'm afraid we currently don't have an estimated time JM.
(07:11:40 PM) JM: That's sad.
(07:12:49 PM) Aldo T.: We are trying to fix the issue as soon as possible, JM. But if you want the Forma model specifically, I would recommend you wait a little.
(
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Old 10-25-2018, 04:30 PM   #4
emiliolara
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Quote:
Originally Posted by BishopLuc View Post
Chat started: 2018-10-25 07:05 PM UTC

(07:05:34 PM) JM: I want to buy the forma but worried about the Dark Banding on the handle side.

(07:05:36 PM) Customer Service: Thanks for your message, please wait a moment while we connect you to one of our agents.
(07:05:43 PM) *** Aldo T. joined the chat ***
(07:06:09 PM) Aldo T.: Hello, thanks for contacting Rakuten Kobo, JM.
(07:06:25 PM) JM:
(07:06:34 PM) Aldo T.: Can you please tell me the reason of your worry?
(07:07:06 PM) JM: I've read on Reddit and on Mobileread.com that a lot of Formas recently released have light inconsistencies.
(07:08:18 PM) Aldo T.: I see. This a known issue JM. We are currently working to fix it.
(07:10:11 PM) JM: When will it be fixed? I want to buy it but I don't want to have to return it.
(07:10:30 PM) Aldo T.: I'm afraid we currently don't have an estimated time JM.
(07:11:40 PM) JM: That's sad.
(07:12:49 PM) Aldo T.: We are trying to fix the issue as soon as possible, JM. But if you want the Forma model specifically, I would recommend you wait a little.
(
Thanks
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Old 10-25-2018, 04:36 PM   #5
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Originally Posted by BishopLuc View Post
if you want the Forma model specifically, I would recommend you wait a little.
(
IOW, the old rule holds good: "Never buy version 1.0 of anything"
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Old 10-25-2018, 05:39 PM   #6
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Wow. I don't know much about manufacturing and retail, but could an authorized representative really be authorized to say, "Hey, don't buy our product yet"...? Candor is not always a wise career move, sadly. Unless perhaps there's a recall in the offing (doubtful), or maybe price reduction/discounts until a fix comes to market.
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Old 10-25-2018, 06:01 PM   #7
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Originally Posted by k9reeder View Post
Wow. I don't know much about manufacturing and retail, but could an authorized representative really be authorized to say, "Hey, don't buy our product yet"...? Candor is not always a wise career move, sadly. Unless perhaps there's a recall in the offing (doubtful), or maybe price reduction/discounts until a fix comes to market.
If this image gets around more then maybe?
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Old 10-25-2018, 11:33 PM   #8
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Listen, I contacted Kobo CS after the Clara came out and asked why it didn’t have native Overdrive integration like the KA1, when it is a newer device. A CS service rep said it was to differentiate their products. I asked a different CS service rep if the Clara was going to get Overdrive integration and was told it was unlikely, that they wanted to
keep that on the premium KA1 only, and not on the other devices like Aura, H2O, or Clara. A couple WEEKS later, firmware update brings Overdrive integration to the Clara and H2O.

These CS reps don’t know everything happening in all departments. Obviously they don’t know about software development, for features OR bug fixes. Would they even know about engineering decisions or timelines for hardware issues?

Their job is 50% to make you feel better, and 50% to help you, and with help it basically comes back to placing an order, or making a return. I don’t think they are that well trained even on helping you set up and use the device beyond buying a book off the kobo store.
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Old 10-26-2018, 02:31 AM   #9
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it seems every new reader with lights has similar issues
how hard can it be to make a row of light just work ?
1. install a row of matching dimmable LEDS.
2. apply a consistent voltage
3. stand back and be amazed

what, from a manufacturing perspective , is everyone doing wrong?
placement, alignment, LED bub sourcing ???
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Old 10-26-2018, 03:39 AM   #10
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Quote:
Originally Posted by stumped View Post
it seems every new reader with lights has similar issues
how hard can it be to make a row of light just work ?
1. install a row of matching dimmable LEDS.
2. apply a consistent voltage
3. stand back and be amazed

what, from a manufacturing perspective , is everyone doing wrong?
placement, alignment, LED bub sourcing ???
Have you ever taken a look at the light guide used to get the light from the LEDs across the front of the screen? It brought that old saw about the dancing bear to mind.

The important thing isn’t that the bear dances well, rather that the bear dances at all!
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Old 10-26-2018, 03:54 AM   #11
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Have you ever taken a look at the light guide used to get the light from the LEDs across the front of the screen? ..
please explain more.
so the led light hits some sort of deflector / mirror
how would that cause blotchiness ?

i was thinking the inconsistencies were more likely due to sourcing cheap LEDs so not all emit the same brightness,
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Old 10-26-2018, 04:20 AM   #12
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Have you ever taken a look at the light guide used to get the light from the LEDs across the front of the screen? It brought that old saw about the dancing bear to mind.

The important thing isn’t that the bear dances well, rather that the bear dances at all!
for the money that Kobo want for the Forma the bear better dance pretty much perfectly 24/7 for 365/366 days of the year.

best wishes koboy
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Old 10-26-2018, 04:56 AM   #13
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Have you ever taken a look at the light guide used to get the light from the LEDs across the front of the screen? It brought that old saw about the dancing bear to mind.

The important thing isn’t that the bear dances well, rather that the bear dances at all!
But if some see a white streak down its back they're going to say, I didn't pay to see no dancin' skunk. Bring on the bear!

But seriously, the screen of my H2O (1st) is so even and well lit I assumed it was coming from underneath somehow. Looking across the frame I was amazed to see it had LEDs.
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Old 10-26-2018, 10:50 AM   #14
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Quote:
Originally Posted by stumped View Post
it seems every new reader with lights has similar issues
how hard can it be to make a row of light just work ?
1. install a row of matching dimmable LEDS.
2. apply a consistent voltage
3. stand back and be amazed

what, from a manufacturing perspective , is everyone doing wrong?
placement, alignment, LED bub sourcing ???
The Clara doesn't have those issues. At least not that I've heard about anywhere. The Clara's problem seems to come from inadequate quality control in making sure the screen is adhered properly (that's why it can be fixed with tape).

I'm a little more forgiving of the Aura One and Forma, since those are larger screens and Kobo's still learning (though I do think they should have done better since these are being sold as premium devices).
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Old 10-26-2018, 12:44 PM   #15
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please explain more.
so the led light hits some sort of deflector / mirror
how would that cause blotchiness ?

i was thinking the inconsistencies were more likely due to sourcing cheap LEDs so not all emit the same brightness,
The light guide layer covers the entire screen so the light from the LEDs at the edge is spread evenly (in theory) across the whole screen. You are looking through that layer at the eInk screen itself. Basically, one side of the light guide is designed for total internal reflection while the other side has a pattern of holes to allow the light to escape so it strikes the screen and reflects back to your eye. Check diffuse or Lambertian reflection for more information on how this works. As I said, a dancing bear.
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