Touch Just a word of warning to Touch owners

distorteddisco · 08-24-2011, 05:27 PM

I have been posting here for a while on and off. I bought the Kobo to support small Canadian companies and I liked the look of the device. I actually really enjoyed having the device, and I liked how often they updated the firmware. I'm a student in engineering and was even considering applying to Kobo for an internship.

Unfortunately, one day my screen malfunctioned. There was no drop, no crack, no physical damage to the device... part of the screen is stuck in place and does not change.

I contacted Kobo Support. After a week (!) of waiting, I finally received a reply. I sent them my touch, and a few days later I received word that they would not be replacing the unit as I had "damaged" it. I will repeat, there was NO physical damage to this unit.

Thus far I have had no luck in contacting a manager (or even an actual telephone number - the one Chapters gave me is disconnected and all they have on their website is an email address) to even speak to someone about this. I am very, VERY unhappy and will be warning all of my friends about how poorly this company has treating their customers. I really wanted to support a small, starting Canadian company. It looks like I should have just gone with a Kindle or a Nook instead.

If someone from Kobo happens to read this and can offer ANY assistance, please send me a PM. I have not yet decided if I'll pay their $60 fee to replace the unit.

In short, cross your fingers that your screen isn't defective. It'll cost you $60 plus shipping.

Drew

distorteddisco · 08-24-2011, 05:30 PM

I would just like to note that I'm not trying to be a jerk or anything. I'm just a bit stunned at the way Kobo Support has treated me. Obviously not every company can be Apple, but don't immediately jump to the conclusion that I smashed my Kobo on the ground or something.

Danger · 08-24-2011, 05:40 PM

Strange. When I broke the screen on my Kobo Wifi (not touch). I let them know exactly what I did... I accidentally leaned on the screen and cracked it and they still replaced it for me at no cost. I wonder if they have changed their policy since.

distorteddisco · 08-24-2011, 05:42 PM

Quote:

Originally Posted by Danger

Strange. When I broke the screen on my Kobo Wifi (not touch). I let them know exactly what I did... I accidentally leaned on the screen and cracked it and they still replaced it for me at no cost. I wonder if they have changed their policy since.

THIS is how it should have been dealt with. I'm disappointed that they've since changed their stance on these things.

Joe563 · 08-24-2011, 05:42 PM

Here is the telephone number for Kobo Customer Support.

Kobo Help Line, United States and Canada:
1-866-204-4714
(8am - 12am EST)

distorteddisco · 08-24-2011, 05:58 PM

Quote:

Originally Posted by Joe563

Here is the telephone number for Kobo Customer Support.

Kobo Help Line, United States and Canada:
1-866-204-4714
(8am - 12am EST)

Thanks. I asked them for a call back and they did call me back. I'll update this thread tomorrow with how things turn out. I'm really hoping that they will reconsider replacing the unit; it's not really an excuse to say that it would be replaced had I purchased the extended warranty. If warranties don't apply to defective e-readers not damaged by the customer... then what are they for?

PeterT · 08-24-2011, 06:04 PM

I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_plan

twowheels · 08-24-2011, 06:10 PM

Quote:

Originally Posted by distorteddisco

Unfortunately, one day my screen malfunctioned. There was no drop, no crack, no physical damage to the device... part of the screen is stuck in place and does not change.

This is exactly how a broken eink screen looks. Parts of the screen (being static) will remain "stuck" since it's no longer getting a signal. Since it's eInk they're bistable and the image that was there when it broke remains. Some of the screen still has a good connection and is being refreshed, some doesn't.

distorteddisco · 08-24-2011, 06:12 PM

Quote:

Originally Posted by twowheels

This is exactly how a broken eink screen looks. Parts of the screen (being static) will remain "stuck" since it's no longer getting a signal. Since it's eInk they're bistable and the image that was there when it broke remains. Some of the screen still has a good connection and is being refreshed, some doesn't.

That's what I figured, first eInk device I've owned.

distorteddisco · 08-24-2011, 06:13 PM

Quote:

Originally Posted by PeterT

I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_plan

I see that now. Obviously, in retrospect I would have done that now. I'm just used to devices coming with warranties that include non-user initiated failure.

HarleyB · 08-24-2011, 06:14 PM

Kobo Customer support is inconsistant at best.
It seems the response you get depends on the individual who deals with your issue. Sometimes this can be wonderful as there are some Kobo employees who go well above what would be expected. Sadly it seems that there are also quite a few grumps who prefer to ignore or frustrate their customers.

Good luck!

distorteddisco · 08-24-2011, 06:19 PM

Quote:

Originally Posted by HarleyB

Kobo Customer support is inconsistant at best.
It seems the response you get depends on the individual who deals with your issue. Sometimes this can be wonderful as there are some Kobo employees who go well above what would be expected. Sadly it seems that there are also quite a few grumps who prefer to ignore or frustrate their customers.

Good luck!

Thanks! I think that's just customer service in general, just kind of hoped that small Canadian companies will be different. We'll see what happens now.

cutterjohn42 · 08-25-2011, 09:30 AM

Quote:

Originally Posted by PeterT

I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_plan

They certainly don't do a very good job of promoting this. This is the first that I'd ever heard of it.

distorteddisco · 08-25-2011, 10:43 AM

Quote:

Originally Posted by cutterjohn42

They certainly don't do a very good job of promoting this. This is the first that I'd ever heard of it.

I was told on the phone that you have the option to do this on your first setup with the Kobo software.

Is it just me or that a bad place to put a warranty program? Most people will just click through those first steps (license agreement, etc).

Joe563 · 08-25-2011, 11:57 AM

Quote:

Originally Posted by distorteddisco

I see that now. Obviously, in retrospect I would have done that now. I'm just used to devices coming with warranties that include non-user initiated failure.

Your case should be covered by the Standard One-Year Warranty. Here is the applicable section:

Quote:

What is covered by the one (1) year Standard Limited Warranty?
Subject to the terms and conditions of this Limited Warranty, Kobo warrants that the
hardware components comprising your eReader will be free from defects in materials and
workmanship under normal consumer use for a period of one (1) year from the date of
original retail purchase (the “Standard Warranty Period”).

The Extended Protection Plan extends the items covered by the Standard Warranty to two years and includes damage caused by accident.

Here is the complete warranty document.

08-24-2011, 05:27 PM	#1
distorteddisco Enthusiast Posts: 26 Karma: 10 Join Date: Jun 2011 Device: Kobo Touch	Just a word of warning to Touch owners I have been posting here for a while on and off. I bought the Kobo to support small Canadian companies and I liked the look of the device. I actually really enjoyed having the device, and I liked how often they updated the firmware. I'm a student in engineering and was even considering applying to Kobo for an internship. Unfortunately, one day my screen malfunctioned. There was no drop, no crack, no physical damage to the device... part of the screen is stuck in place and does not change. I contacted Kobo Support. After a week (!) of waiting, I finally received a reply. I sent them my touch, and a few days later I received word that they would not be replacing the unit as I had "damaged" it. I will repeat, there was NO physical damage to this unit. Thus far I have had no luck in contacting a manager (or even an actual telephone number - the one Chapters gave me is disconnected and all they have on their website is an email address) to even speak to someone about this. I am very, VERY unhappy and will be warning all of my friends about how poorly this company has treating their customers. I really wanted to support a small, starting Canadian company. It looks like I should have just gone with a Kindle or a Nook instead. If someone from Kobo happens to read this and can offer ANY assistance, please send me a PM. I have not yet decided if I'll pay their $60 fee to replace the unit. In short, cross your fingers that your screen isn't defective. It'll cost you $60 plus shipping. Drew

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08-24-2011, 05:30 PM	#2
distorteddisco Enthusiast Posts: 26 Karma: 10 Join Date: Jun 2011 Device: Kobo Touch	I would just like to note that I'm not trying to be a jerk or anything. I'm just a bit stunned at the way Kobo Support has treated me. Obviously not every company can be Apple, but don't immediately jump to the conclusion that I smashed my Kobo on the ground or something.

08-24-2011, 05:40 PM	#3
Danger Evangelist Posts: 490 Karma: 1665031 Join Date: Nov 2010 Location: Vancouver Island, Nanaimo Device: K2 (retired), Kobo Touch (passed to the wife), KGlo, Galaxy TabPro	Strange. When I broke the screen on my Kobo Wifi (not touch). I let them know exactly what I did... I accidentally leaned on the screen and cracked it and they still replaced it for me at no cost. I wonder if they have changed their policy since.

08-24-2011, 05:42 PM	#5
Joe563 Never spit into the wind. Posts: 328 Karma: 23499 Join Date: Jun 2011 Location: New Westminster, BC Device: Kobo Original, Kobo Touch, Kobo Android(smartphone & tablet)	Here is the telephone number for Kobo Customer Support. Kobo Help Line, United States and Canada: 1-866-204-4714 (8am - 12am EST)

08-24-2011, 06:04 PM	#7
PeterT Grand Sorcerer Posts: 13,471 Karma: 78880114 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	I think the policy changed with the Touch as they now have an explicit warranty program that you can sign up for. Check out http://www.kobobooks.com/touch_protection_plan

08-24-2011, 06:14 PM	#11
HarleyB Fanatic Posts: 565 Karma: 1113286 Join Date: Jul 2010 Location: Sunshine Coast Australia Device: Kobo (RIP), iPad, iPhone 4, Kobo Touch x2, Kobo Glo	Kobo Customer support is inconsistant at best. It seems the response you get depends on the individual who deals with your issue. Sometimes this can be wonderful as there are some Kobo employees who go well above what would be expected. Sadly it seems that there are also quite a few grumps who prefer to ignore or frustrate their customers. Good luck!

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