It took customer support 22 days...

pokee · 02-12-2012, 10:50 PM

...to respond to my complaint about a epub I bought from Kobo that had formatting issues. I asked for a credit to my account for the amount of the book and I got it...but over THREE WEEKS to respond after escalating to 2nd tier? Holy BEEP, man!!!

RolandD · 02-12-2012, 11:08 PM

I think they have some serious issues that need to be addressed if they want to stay in the game.

spindlegirl · 02-12-2012, 11:28 PM

Yikes. I was also warned it could be at LEAST that long to get a refund for the book I paid for TWICE today, due to being told once that the transaction failed, yet an hour later receiving a receipt for both my credit card AND my paypal transaction.

Yes, I thankfully was able to get the book and put it on my reader, thankfully, but I paid double for it, and hope I get the money back. (for the extra transaction).

It makes me cautious to buy more though.

melmac · 02-12-2012, 11:42 PM

Quote:

Originally Posted by spindlegirl

Yikes. I was also warned it could be at LEAST that long to get a refund for the book I paid for TWICE today, due to being told once that the transaction failed, yet an hour later receiving a receipt for both my credit card AND my paypal transaction.

Yes, I thankfully was able to get the book and put it on my reader, thankfully, but I paid double for it, and hope I get the money back. (for the extra transaction).

It makes me cautious to buy more though.

I had a similar thing happen last night I got an error 1001 during the checkout process however knowing of other people having issues in the past I didn't try and buy the book again instead I just left it.
Went back in this morning and I have a receipt and have been charged but the book is not in the library sigh

so I've emailed support hopefully it won't take toooo long. Interestingly the receipt has the amount I paid on it but the section under title is blank

spindlegirl · 02-12-2012, 11:51 PM

The irony is, this is a book I had on hold at the library (ebook) and my hold was almost ready! I was 3rd in a queue of 35 and my library has 5 e-copies. I bought the book and thus cancelled the hold ...

This was one of the rare times I actually bought a book before reading the entire thing because it was Jann Arden's Memoir and I heard her podcasts on the radio as well as love love love her music.

Elfwreck · 02-12-2012, 11:55 PM

Quote:

Originally Posted by spindlegirl

Yikes. I was also warned it could be at LEAST that long to get a refund for the book I paid for TWICE today, due to being told once that the transaction failed, yet an hour later receiving a receipt for both my credit card AND my paypal transaction.

Option 1: Contest the charges with your credit card company; that's possibly faster.

Option 2: Send 'em an email saying you'll just take the second book and resell it to someone else. Since they charged you for two books, they shouldn't mind if you strip the DRM and hand one of them off, right?

spindlegirl · 02-13-2012, 12:02 AM

Quote:

Originally Posted by Elfwreck

Option 1: Contest the charges with your credit card company; that's possibly faster.

Option 2: Send 'em an email saying you'll just take the second book and resell it to someone else. Since they charged you for two books, they shouldn't mind if you strip the DRM and hand one of them off, right?

Heh, yah. And i totally forgot about option 1.

However, I am hoping for a good experience and hope the staff will act accordingly. I mean, they do still want me as a customer I hope. And I flip out and rave all over the place about good experiences with a business.

alex12ma · 02-13-2012, 10:00 AM

Quote:

Originally Posted by melmac

I had a similar thing happen last night I got an error 1001 during the checkout process however knowing of other people having issues in the past I didn't try and buy the book again instead I just left it.
Went back in this morning and I have a receipt and have been charged but the book is not in the library sigh

so I've emailed support hopefully it won't take toooo long. Interestingly the receipt has the amount I paid on it but the section under title is blank

Same thing happened to me.I also received 1001 error.I send a mail to customer care and they responded with this mail

Thank you for contacting Kobo Customer Care. We apologize for the inconvenience caused.

Please go to your purchased books and bookmark the book there.

To bookmark a book

1. Navigate to www.kobobooks.com

2. Sign into your Kobo Library

3. Go to my library

4. Go to purchased

5. Place a tick in the box to the left of the book you wish to bookmark

6. Select bookmark page 1 of 1

In the purchased section, the book I purchased is not visible,then how can I bookmark it?.I also received a receipt about the money charged for the book but nowhere in the receipt name of the book mentioned.I don't understand how it happened.I send a mail highlighting this,but I haven't received any response from customer support till now.

paulsalter · 02-13-2012, 10:58 AM

for the missing books have you tried

searching for the book in the store
from the result press the little 'i' symbol and select get a preview
if you have purchased the book this sometimes brings it back (sends full book not the preview)

alex12ma · 02-13-2012, 11:15 AM

Quote:

Originally Posted by paulsalter

for the missing books have you tried

searching for the book in the store
from the result press the little 'i' symbol and select get a preview
if you have purchased the book this sometimes brings it back (sends full book not the preview)

I tried it,but only preview was added to library. I then synced with Kobo PC apps, but only preview appeared there also.

melmac · 02-13-2012, 11:16 AM

Quote:

Originally Posted by alex12ma

Same thing happened to me.I also received 1001 error.

In the purchased section, the book I purchased is not visible,then how can I bookmark it?.I also received a receipt about the money charged for the book but nowhere in the receipt name of the book mentioned.I don't understand how it happened.I send a mail highlighting this,but I haven't received any response from customer support till now.

Like you my book does not appear under the purchased tab, unlike you I have not yet had a reply from support

Quote:

Originally Posted by paulsalter

for the missing books have you tried

searching for the book in the store
from the result press the little 'i' symbol and select get a preview

Was worth a try but this also did not work, book now appears under I'm reading but has no download book box next to it and no way to shift it to the purchased tab.

Ninjalawyer · 02-13-2012, 12:13 PM

I've had the issue a few times of being charged for a book, but never actually being able to download it. I've also had books I've paid for, and been able to download initially, simply disappear from my account.

I've found email support is a good first step, but what really seems to get results is posting here. Squeaky wheel...

Latch · 02-13-2012, 01:50 PM

Quote:

I've had the issue a few times of being charged for a book, but never actually being able to download it.

Funny how it's always that way around. How many times have you bought a book, got the book but the payment never went through? Zero, you say? That's what I thought

beautifulsoup · 02-13-2012, 02:30 PM

Egad, I just got one of those 1001 errors - for the first time; and I buy a lot of books from Kobo.

I'll wait to see what happens, I guess...

ETA: Oh, for crying out loud. I just got my receipt. No book title. Jeez. Off to customer service, I guess.

spindlegirl · 02-13-2012, 02:44 PM

For me, I may have paid twice, but I at least got the book.... I feel sorry for those who paid once, got some silly error and no book to show for it. I'll be watching this thread to see how it get resolved.

I also will read and ask questions at the getsatisfaction site.

02-12-2012, 10:50 PM	#1
pokee Fanatic Posts: 569 Karma: 199759 Join Date: Nov 2010 Location: Vancouver, BC Device: Kobo WiFi, Kobo Glo, Kobo Vox, Samsung Galaxy S4, Samsung Tab2	It took customer support 22 days... ...to respond to my complaint about a epub I bought from Kobo that had formatting issues. I asked for a credit to my account for the amount of the book and I got it...but over THREE WEEKS to respond after escalating to 2nd tier? Holy BEEP, man!!!

02-13-2012, 02:30 PM	#14
beautifulsoup Addict Posts: 262 Karma: 1143088 Join Date: Jan 2011 Device: Too many ereaders.	Egad, I just got one of those 1001 errors - for the first time; and I buy a lot of books from Kobo. I'll wait to see what happens, I guess... ETA: Oh, for crying out loud. I just got my receipt. No book title. Jeez. Off to customer service, I guess. Last edited by beautifulsoup; 02-13-2012 at 02:44 PM. Reason: Um... to do the ETA. :D

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02-12-2012, 11:08 PM	#2
RolandD Fanatic Posts: 561 Karma: 3228980 Join Date: Aug 2010 Location: Branson, MO, USA Device: Kindle Touch is now my main eReader.	I think they have some serious issues that need to be addressed if they want to stay in the game.

02-12-2012, 11:28 PM	#3
spindlegirl Wizard Posts: 1,594 Karma: 21245891 Join Date: Apr 2011 Location: Canada Device: Kobo Libra h20, Paperwhite 2017, Phone & Tablet w Moonreader	Yikes. I was also warned it could be at LEAST that long to get a refund for the book I paid for TWICE today, due to being told once that the transaction failed, yet an hour later receiving a receipt for both my credit card AND my paypal transaction. Yes, I thankfully was able to get the book and put it on my reader, thankfully, but I paid double for it, and hope I get the money back. (for the extra transaction). It makes me cautious to buy more though.

02-12-2012, 11:51 PM	#5
spindlegirl Wizard Posts: 1,594 Karma: 21245891 Join Date: Apr 2011 Location: Canada Device: Kobo Libra h20, Paperwhite 2017, Phone & Tablet w Moonreader	The irony is, this is a book I had on hold at the library (ebook) and my hold was almost ready! I was 3rd in a queue of 35 and my library has 5 e-copies. I bought the book and thus cancelled the hold ... This was one of the rare times I actually bought a book before reading the entire thing because it was Jann Arden's Memoir and I heard her podcasts on the radio as well as love love love her music.

02-13-2012, 10:58 AM	#9
paulsalter Fanatic Posts: 579 Karma: 3243761 Join Date: Nov 2011 Location: UK Device: Kindle Fire HD8	for the missing books have you tried searching for the book in the store from the result press the little 'i' symbol and select get a preview if you have purchased the book this sometimes brings it back (sends full book not the preview)

02-13-2012, 12:13 PM	#12
Ninjalawyer Guru Posts: 826 Karma: 18573626 Join Date: Jun 2011 Location: Canada Device: Kobo Touch, Nexus 7 (2013)	I've had the issue a few times of being charged for a book, but never actually being able to download it. I've also had books I've paid for, and been able to download initially, simply disappear from my account. I've found email support is a good first step, but what really seems to get results is posting here. Squeaky wheel...

02-13-2012, 02:44 PM	#15
spindlegirl Wizard Posts: 1,594 Karma: 21245891 Join Date: Apr 2011 Location: Canada Device: Kobo Libra h20, Paperwhite 2017, Phone & Tablet w Moonreader	For me, I may have paid twice, but I at least got the book.... I feel sorry for those who paid once, got some silly error and no book to show for it. I'll be watching this thread to see how it get resolved. I also will read and ask questions at the getsatisfaction site.

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