Problems with Kobo Store Canada

alstein · 11-08-2011, 12:16 AM

Has anyone run into problems with the Kobo store over the past couple of days? On November 5, I attempted to purchase a book on their site, and chose to pay via Paypal. There was a long delay on the paypal screen and then I was taken back to the Kobo site and saw a message that the transaction wasn't completed and to try again. I decided to check my Paypal account first, and noticed that the purchase price for the book was deducted from my account. I wasn't too concerned after I called their customer service and was told there were some issues with their web site, and that they would rectify the situation and put the book in my library once they received a reply to an email they would send me asking for details of the Paypal transaction.

I received their email asking for details which I forwarded to them. I then assumed that within a few hours of their receiving my email that the book would show up in my library. By November 6 after not receiving the book, I emailed them again and received a reply about problems on their site. The reply i received was " Thank you for that information. Unfortunately we are still experiencing technical difficulties with our web site, our technicians are working to get the issue resolved.The information you have provided will be escalated to the Tier 2 team for further revision. You will receive an update email once the issue has been resolved". As of November 7, I still had not received the book. I tried to reach customer service during the day, and gave up after long wait times. I finally succeeded reaching them at about 11:15 PM and after getting the same answer I asked to speak to a supervisor who said they would do their best to get the book posted to my library. I asked for a refund if they couldn't put the book into my account. Again he said the matter would be taken care of.

It is somewhat unsettling to have to wait over 48 hours for this kind of problem to resolve itself. What is equally concerning is that they said they are having technical problems, yet nowhere on their site have they put up any notifications that there are problems.

tibby25731 · 11-08-2011, 05:12 AM

well they are definitely having tech difficulties, I got a new Kobo on Friday and still haven't been able to complte set up because of it... every time I call, they say they think it will be resolved in a few hours, but nothing happens. I too am freaked out by the lack of notifications on their website - if this was updated, i wouldn't need to sit waiting on the phone to check the situation!

alstein · 11-08-2011, 08:03 AM

In addition, I am now unable to download any of my purchased books in my Kobo Library. I get a message when I try to open the file:

"Adobe Reader could not open URLlink because it is either not a supported file type or because the file has been damaged (for example it was sent as an email attachment and wasnt correctly decoded".

I thought maybe it was a problem at my end, but when Itried to download purchased books from my Sony reader library, I had no problems.

taming · 11-08-2011, 09:21 AM

I couldn't figure out why, if this were a widespread problem, we had so few folks writing about it here, so I "bought" a free book, and although the site was slow to respond to my press, it did go into my library, and all was well on that end. Even though I normally do not connect my Touch over USB, I did this time, and the book downloaded just fine, my library looks like it should both in the desktop app and on my computer.

I then went back to my library on the website, downloaded an ADE ePub, got the acsm link, and successfully added it to ADE. Everything worked the way it was supposed to.

alstein · 11-08-2011, 09:25 AM

Quote:

Originally Posted by taming

I couldn't figure out why, if this were a widespread problem, we had so few folks writing about it here, so I "bought" a free book, and although the site was slow to respond to my press, it did go into my library, and all was well on that end. Even though I normally do not connect my Touch over USB, I did this time, and the book downloaded just fine, my library looks like it should both in the desktop app and on my computer.

Thats probably why they aren't posting anything about technical diffiuties on their site. Probably most users are not having major problems, and they don't want to give up revenue by scaring off users from their site. But they have repeatedly confirmed both in emails and phone calls that their site has technical problems. I've given them until Friday to resolve, at which point I will contact Paypal for a refund.

estelle58 · 11-08-2011, 10:01 AM

There is definitely problems since Friday, I'm missing 73 books in my purchased list and they aren't in my Kobo Vox library either. I can't wait for that problem to be resolved

dmacmart · 11-08-2011, 10:21 AM

I bought a book yesterday and got an error message upon completion. However I got the email that I bought a book, and it is in my library on the desktop, Vox, iPad, and iPhone. I tried once to update my Kobo WiFi wirelessly but that got a "server error". (I am going away tomorrow so need that book, hopefully it will work next time I try or desktop sync will work)

thepossum · 11-08-2011, 11:18 AM

Is this perhaps related to a similar issue where newspaper subscriptions were being delivered late, and have now stopped being delivered altogether?

https://www.mobileread.com/forums/sho...d.php?t=116113

alstein · 11-08-2011, 11:37 PM

The situation was finally resolved with customer service emailing me that they had put the missing book into my library.

11-08-2011, 12:16 AM	#1
alstein Enthusiast Posts: 29 Karma: 10 Join Date: Mar 2009 Device: PRS-T1	Problems with Kobo Store Canada Has anyone run into problems with the Kobo store over the past couple of days? On November 5, I attempted to purchase a book on their site, and chose to pay via Paypal. There was a long delay on the paypal screen and then I was taken back to the Kobo site and saw a message that the transaction wasn't completed and to try again. I decided to check my Paypal account first, and noticed that the purchase price for the book was deducted from my account. I wasn't too concerned after I called their customer service and was told there were some issues with their web site, and that they would rectify the situation and put the book in my library once they received a reply to an email they would send me asking for details of the Paypal transaction. I received their email asking for details which I forwarded to them. I then assumed that within a few hours of their receiving my email that the book would show up in my library. By November 6 after not receiving the book, I emailed them again and received a reply about problems on their site. The reply i received was " Thank you for that information. Unfortunately we are still experiencing technical difficulties with our web site, our technicians are working to get the issue resolved.The information you have provided will be escalated to the Tier 2 team for further revision. You will receive an update email once the issue has been resolved". As of November 7, I still had not received the book. I tried to reach customer service during the day, and gave up after long wait times. I finally succeeded reaching them at about 11:15 PM and after getting the same answer I asked to speak to a supervisor who said they would do their best to get the book posted to my library. I asked for a refund if they couldn't put the book into my account. Again he said the matter would be taken care of. It is somewhat unsettling to have to wait over 48 hours for this kind of problem to resolve itself. What is equally concerning is that they said they are having technical problems, yet nowhere on their site have they put up any notifications that there are problems.

11-08-2011, 09:21 AM	#4
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	I couldn't figure out why, if this were a widespread problem, we had so few folks writing about it here, so I "bought" a free book, and although the site was slow to respond to my press, it did go into my library, and all was well on that end. Even though I normally do not connect my Touch over USB, I did this time, and the book downloaded just fine, my library looks like it should both in the desktop app and on my computer. I then went back to my library on the website, downloaded an ADE ePub, got the acsm link, and successfully added it to ADE. Everything worked the way it was supposed to. Last edited by taming; 11-08-2011 at 09:25 AM.

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11-08-2011, 05:12 AM	#2
tibby25731 Junior Member Posts: 5 Karma: 10 Join Date: Nov 2011 Device: Kobo Touch	well they are definitely having tech difficulties, I got a new Kobo on Friday and still haven't been able to complte set up because of it... every time I call, they say they think it will be resolved in a few hours, but nothing happens. I too am freaked out by the lack of notifications on their website - if this was updated, i wouldn't need to sit waiting on the phone to check the situation!

11-08-2011, 08:03 AM	#3
alstein Enthusiast Posts: 29 Karma: 10 Join Date: Mar 2009 Device: PRS-T1	In addition, I am now unable to download any of my purchased books in my Kobo Library. I get a message when I try to open the file: "Adobe Reader could not open URLlink because it is either not a supported file type or because the file has been damaged (for example it was sent as an email attachment and wasnt correctly decoded". I thought maybe it was a problem at my end, but when Itried to download purchased books from my Sony reader library, I had no problems.

11-08-2011, 10:01 AM	#6
estelle58 Cat lover Posts: 487 Karma: 1149782 Join Date: Apr 2011 Location: Montreal, Canada Device: iPhone, Kobo Vox, Kobo Glo, iPad mini, Kindle Paperwhite, Kobo Aura	There is definitely problems since Friday, I'm missing 73 books in my purchased list and they aren't in my Kobo Vox library either. I can't wait for that problem to be resolved

11-08-2011, 10:21 AM	#7
dmacmart Fanatic Posts: 534 Karma: 696908 Join Date: Jul 2010 Location: Ottawa Canada Device: Kobo Mini, Glo, Arc, H2O, iPhone, iPad 2, (husband)Touch	I bought a book yesterday and got an error message upon completion. However I got the email that I bought a book, and it is in my library on the desktop, Vox, iPad, and iPhone. I tried once to update my Kobo WiFi wirelessly but that got a "server error". (I am going away tomorrow so need that book, hopefully it will work next time I try or desktop sync will work)

11-08-2011, 11:18 AM	#8
thepossum Zealot Posts: 123 Karma: 20018 Join Date: May 2010 Device: Kobo	Is this perhaps related to a similar issue where newspaper subscriptions were being delivered late, and have now stopped being delivered altogether? https://www.mobileread.com/forums/sho...d.php?t=116113

11-08-2011, 11:37 PM	#9
alstein Enthusiast Posts: 29 Karma: 10 Join Date: Mar 2009 Device: PRS-T1	The situation was finally resolved with customer service emailing me that they had put the missing book into my library.

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