new Kobo support option

taming · 12-21-2010, 02:18 PM

Kobo has a new support forum/service that was created by Kobo staff. It looks like people are getting answers there pretty quickly. As great as it is to have Kobo staff participate here, they don't have a formal relationship with MR and don't necessarily hang on our every word

.

http://getsatisfaction.com/kobo

digital_steve · 12-21-2010, 04:16 PM

Nice one for the link taming and nice one Kobo.
Grabbin' the ol' bull by the horns... or something.

Anyway, great idea. Saves having to trawl through a third party forum to try and provide help and answers.

taming · 12-21-2010, 05:21 PM

Yeah Steve, it makes sense to put questions that only Kobo staff can answer in one centralized place. I can't imagine how difficult it must be to try to be follow-up in bunches of different locations around the web. MR forums are great for users helping other users, not so good at resolving outstanding CS ticket issues or getting answers regarding upcoming features, requested updates, etc.

digital_steve · 12-21-2010, 05:53 PM

Quote:

Originally Posted by taming

Yeah Steve, it makes sense to put questions that only Kobo staff can answer in one centralized place. I can't imagine how difficult it must be to try to be follow-up in bunches of different locations around the web. MR forums are great for users helping other users, not so good at resolving outstanding CS ticket issues or getting answers regarding upcoming features, requested updates, etc.

Agreed!
I'd give you K, but you have too much already.

sabredog · 12-21-2010, 06:36 PM

Shows that Kobo are pretty keen to do the best for their customer base. Nice work there.

Thanks Taming for the link and notice.

kiwipippa · 12-21-2010, 07:26 PM

And I'm interested in the response you get to your question.....

Psyke · 12-21-2010, 07:26 PM

Quote:

Originally Posted by sabredog

Shows that Kobo are pretty keen to do the best for their customer base. Nice work there.

Thanks Taming for the link and notice.

it's a start at the least, but their official site and their techs really need to get their act together. I opened a ticket back in october, and it was closed about a month later with no response, but saying that the issue had been resolved. I re-opened it this past week asking for an explanation as to how it was fixed, and they promptly closed the ticket again, again with no explanation. I've again re-opened it and will continue to do so until I get a response. While I know that most of the issues have been fixed with the Firmware update back in november, the fact that they didn't tell me that it had been fixed in said firmware, nor even tell me that a firmware was available really irks me.

taming · 12-21-2010, 07:31 PM

Psyke--I am thinking that the new support site is absolutely the best place to do that kind of follow-up.

taming · 12-21-2010, 07:32 PM

Quote:

Originally Posted by digital_steve

Agreed!
I'd give you K, but you have too much already.

One can never have enough K, nevah....

jimr · 12-21-2010, 09:00 PM

Wow! I went to that site, linked in using Facebook, logged my problem with a ticket number refererence, and within minutes my problem was resolved. That's what I call service. I suspect it will slow down a bit over time as more users log on, but hey...I'm a happy camper

. Thanks for the link taming!

taming · 12-21-2010, 09:11 PM

Yeah--I don't think there will be deep discussions about policy or much in the way of announcing things that Kobo is not inclined to make public. It should help resolve things like your issue, jimr, and also help them spot the kind of things that are currently falling through the cracks. That should help them target weaknesses in their help desk system.

shesconnected · 12-21-2010, 09:45 PM

Yes it is a great new way to get great service! DM #KoboCM

12-21-2010, 02:18 PM	#1
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	new Kobo support option Kobo has a new support forum/service that was created by Kobo staff. It looks like people are getting answers there pretty quickly. As great as it is to have Kobo staff participate here, they don't have a formal relationship with MR and don't necessarily hang on our every word . http://getsatisfaction.com/kobo

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12-21-2010, 04:16 PM	#2
digital_steve Muppet Posts: 240 Karma: 442 Join Date: Jul 2010 Location: Tasmania Device: Kobo Aura HD, Sony PRS-650	Nice one for the link taming and nice one Kobo. Grabbin' the ol' bull by the horns... or something. Anyway, great idea. Saves having to trawl through a third party forum to try and provide help and answers.

12-21-2010, 05:21 PM	#3
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	Yeah Steve, it makes sense to put questions that only Kobo staff can answer in one centralized place. I can't imagine how difficult it must be to try to be follow-up in bunches of different locations around the web. MR forums are great for users helping other users, not so good at resolving outstanding CS ticket issues or getting answers regarding upcoming features, requested updates, etc.

12-21-2010, 06:36 PM	#5
sabredog Geographically Restricted Posts: 2,629 Karma: 14933353 Join Date: Dec 2008 Location: Perth, Australia Device: Sony PRS-T3, Kindle Voyage, iPad Air2, Nexus7v2	Shows that Kobo are pretty keen to do the best for their customer base. Nice work there. Thanks Taming for the link and notice.

12-21-2010, 07:26 PM	#6
kiwipippa Fanatic Posts: 578 Karma: 613022 Join Date: Aug 2010 Location: New Zealand Device: kobo glo, kobo touch (dead), kindle touch, android phone	And I'm interested in the response you get to your question.....

12-21-2010, 07:31 PM	#8
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	Psyke--I am thinking that the new support site is absolutely the best place to do that kind of follow-up.

12-21-2010, 09:00 PM	#10
jimr Member Posts: 92 Karma: 32 Join Date: May 2010 Location: Kitchener, Ontario Device: Original Kobo	Wow! I went to that site, linked in using Facebook, logged my problem with a ticket number refererence, and within minutes my problem was resolved. That's what I call service. I suspect it will slow down a bit over time as more users log on, but hey...I'm a happy camper . Thanks for the link taming!

12-21-2010, 09:11 PM	#11
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	Yeah--I don't think there will be deep discussions about policy or much in the way of announcing things that Kobo is not inclined to make public. It should help resolve things like your issue, jimr, and also help them spot the kind of things that are currently falling through the cracks. That should help them target weaknesses in their help desk system.

12-21-2010, 09:45 PM	#12
shesconnected Junior Member Posts: 1 Karma: 10 Join Date: Dec 2010 Device: kobo	Yes it is a great new way to get great service! DM #KoboCM

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