Kobo Customer Care

[DKhan]

My Kobo Glo became unresponsive after around 3 months of use. When I connected it to my PC, the screen changed but some lines also appeared. According to Kobo these were caused by physical damage. This was their response when I argued that there hadn't been any physical damage:

'In the middle of the screen you can see a sections where a lines is running between the 2 sets of lines that are going horizontally and vertically across your screen. Manufacturers damages results in ONLY straight lines going horizontally and vertically across you eReader screen.'

http://i.imgur.com/FBMcU3M.jpg
(a picture of the device screen)

I have a Kindle Paperwhite now and don't feel like bothering with Kobo any more, but could anyone please explain to me what they even mean by 'the 2 sets of lines'. Do they mean diagonal lines? Because I don't see any of those.

[samhy]

Maybe it means that you have both vertical and horizontal lines, and for them manufacturer damages is either horizontal or vertical.
This is how I understand the part you quoted.

[PeterT]

I see what looks to be a diagonal line on the image. Head down from the L in CANCEL and, just above the the ad in Reading Life there appears to be a diagonal line headin up and to the right which ends beneath the CO in CONNECT.

[taming]

And usually (maybe always?) the horizontal or vertical lines go from edge to edge, it seems. I see the diagonals Peter is talking about.

[JSWolf]

I can say that after seeing your photo, that is a damaged screen. The glass substrate is broken.

[DNSB]

Originally Posted by DKhan

'In the middle of the screen you can see a sections where a lines is running between the 2 sets of lines that are going horizontally and vertically across your screen. Manufacturers damages results in ONLY straight lines going horizontally and vertically across you eReader screen.'

Looking at your screen, it looks very much as if your screen has suffered physical damage to the substrate. It doesn't take very much either pressure or twisting to cause that type of damage.

Regards,
David

[Danger]

Having broken several Kobo screens, 1 Kobo Wifi, 1 Kobo Touch and 1 Glo and having looked at the picture, that is definitely a broken screen. As PeterT said there is a definite diagonal line that shows the crack in the glass substrate.

[DKhan]

That diagonal line looked more like the meeting of the vertical and horizontal lines to me, not a line in itself. The more you know. This is how I found it when I went to continue reading so I'm guessing a family member might have damaged it without my knowledge. Thanks.

[robko]

Originally Posted by DKhan

This is how I found it when I went to continue reading so I'm guessing a family member might have damaged it without my knowledge. Thanks.

Not necessarily - I have no hard evidence to back this up, but I think it can be stressed at some point without quite cracking and natural heating and cooling with the resulting small expansions and contractions can eventually cause it to actually crack and show as a broken substrate. I've seen a number of posts where it was fine when set down and cracked when the person went to read again.

[alicepattinson]

And too much pressure also can damage the screen. Hmmm. If one of your family members damagaed it, i doubt that they will tell you. haaayz

[TechniSol]

That is apparently the "company line", a diagonal, which makes sense, the odds that a break would ever occur perfectly horizontally or vertically and stay that way without veering off are probably pretty low. What I can't quite figure is how they rule out that a pre-existing condition or stress cannot appear later... but, I suppose it's a rounding error, and in business we expect to round up and the customer to pay the freight otherwise every customer with a break would have a stress crack.

[jackastor]

Originally Posted by DKhan

My Kobo Glo became unresponsive after around 3 months of use. When I connected it to my PC, the screen changed but some lines also appeared. According to Kobo these were caused by physical damage. This was their response when I argued that there hadn't been any physical damage:

'In the middle of the screen you can see a sections where a lines is running between the 2 sets of lines that are going horizontally and vertically across your screen. Manufacturers damages results in ONLY straight lines going horizontally and vertically across you eReader screen.'

http://i.imgur.com/FBMcU3M.jpg
(a picture of the device screen)

I have a Kindle Paperwhite now and don't feel like bothering with Kobo any more, but could anyone please explain to me what they even mean by 'the 2 sets of lines'. Do they mean diagonal lines? Because I don't see any of those.

What you have is a broken screen. As to how it broke well that's a question I can not answer nor surmise.


regards

Jack