Trouble with Kobo Customer Support

[DorianaGraye]

So, after tons of research and video watching and agonizing, I've decided that my KA1 has a defective LED bar/screen. (I have HUGE green ghosting at the bottom of my screen. It seems...probably not okay.)

But now I'm having major issues with Kobo customer support. They're asking for pictures (which I sent) and "elevating" the matter. Apparently it will take up to 48 hours before I can be approved to return the device, even though I ordered it from Kobo.com less than 30 days ago.

Has anyone else experienced this with customer support? Is this pretty normal? (I'm used to dealing with places like Apple that are really good about swapping out problematic devices.)

[Quoth]

I found Kobo support terrible.

[darryl]

This is Kobo's standard response. You may even be lucky as I suspect their more usual response following you sending screenshots is to send you a form email saying it's your fault and your problem. Stick with it, and don't take no for an answer.

[Quoth]

This is why in EU and some other countries the SOGA is important. Apple was fined in Italy because the SOGA is two years minimum, yet Apple was selling "Insurance" for the 2nd year that barely covered more than manufacturing defects.
This is why if there is little difference, I buy off a local retailer, though often after 2weeks to 3 months they have to be threatened with small claims court as most try to deny the MINIMUM two year liability under SOGA. This includes product not matching advertising, not just faults. Even if NOT faulty and matching Adverts, anything not fit for purpose has to be refunded.
There is a liability for up to six years on some products and the retailer may also be liable for any additional costs.

[Josieb1]

Originally Posted by DorianaGraye

So, after tons of research and video watching and agonizing, I've decided that my KA1 has a defective LED bar/screen. (I have HUGE green ghosting at the bottom of my screen. It seems...probably not okay.)

But now I'm having major issues with Kobo customer support. They're asking for pictures (which I sent) and "elevating" the matter. Apparently it will take up to 48 hours before I can be approved to return the device, even though I ordered it from Kobo.com less than 30 days ago.

Has anyone else experienced this with customer support? Is this pretty normal? (I'm used to dealing with places like Apple that are really good about swapping out problematic devices.)

Kobo support is appalling. I bought a Kobo ereader direct from them once which turned out to be faulty. I did eventually get a refund after I returned it but it took about a month from start to finish. I'd never buy an ereader from them again.