Aura Customer care / RMA experience

[rone1986]

I received my new Kobo Aura (2013) on the 23rd Sept. It had some of the light pinpricks, but I wasn't overly concerned.

But then, after less than a week of use, I noticed light bleeding from the lower left and right sides of the device. Upon closer inspection, I could see that the top most layer of the screen was coming away at these points. It was raising above the bezel by less than a millimetre, but it was allowing the light to escape from the sides of the device. I could push it back down, but whatever adhesive they used wouldn't hold and it just kept raising. The Aura had never left the Kobo Sleep cover I ordered with it.

After taking some photos, I contacted Kobo and the unit is being RMAd. At the time, I was surprised at how painless the process was, although I was miffed that my Aura wasn't up to scratch.

I sent my faulty unit back and the RMA department has now had it for a week. Delivery was confirmed by Australia Post. I've chased up Kobo customer care repeatedly only to be promised time frames for contact which come and go without so much as a boo from Kobo.

Worse still, every time I contact Kobo customer care, the agents cannot provide an update, telling me that they “do not have the scope of support to inform you about the exact status of your case,” as only the RMA department has those specifics.

I’ve been promised updates within specific time frames by Customer Care on behalf of the RMA department repeatedly, I’ve provided email and phone contact details, but have not been contacted by anyone from Kobo at all.

Is this the usual experience for anyone who has had to send a unit back RMA?

I’m a student and at $189.95, this was not a cheap purchase. The lack of contact and information is less than reassuring. I'm not angry, just concerned.

This is my first foray into Kobo. So far, I am unimpressed.

[robko]

In all likelihood this will end up OK for you (i.e. properly functional device back in your hands). Kobo's customer service is, shall we say, often sadly lacking in their abilities. It might take some time and communication will likely be lacking, but I can't remember anyone not getting a result in the end.

[tlaine]

Originally Posted by robko

In all likelihood this will end up OK for you (i.e. properly functional device back in your hands). Kobo's customer service is, shall we say, often sadly lacking in their abilities. It might take some time and communication will likely be lacking, but I can't remember anyone not getting a result in the end.

Yes, I received my replacement unit today. It has the same defect for which it was replaced although to a lesser degree. And the sparkle which I didn't report has been replaced with one in a better area. I have a great sense of humour, good thing.

[rone1986]

Thanks. The frustration is in the lack of communication. And with customer service telling me that they don't have any information themselves, well, that just doesn't inspire confidence. I don't mind if the replacement takes a while to get to me, I expect that, but an update or confirmation that they received my defective unit would have been nice.

On a positive note - I did really like the Aura while I had it; and customer service have been polite and reassuring, even if they weren't helpful.

[rone1986]

Originally Posted by tlaine

Yes, I received my replacement unit today. It has the same defect for which it was replaced although to a lesser degree. And the sparkle which I didn't report has been replaced with one in a better area. I have a great sense of humour, good thing.

How long was the RMA process to get your replacement? Did they contact you, or did it show up out of the blue?

I remember, I did have to chase them up for tracking info for my initial order too... They really aren't great communicators, are they?

Oh well. They promised to contact me (yet again) within 48 hours with an update. Fingers crossed.

[tlaine]

Originally Posted by rone1986

How long was the RMA process to get your replacement? Did they contact you, or did it show up out of the blue?

I remember, I did have to chase them up for tracking info for my initial order too... They really aren't great communicators, are they?

I received it September 19th and we went from there ... a great deal of back and forth via phone, email ... replacement arrived October 9. I suppose you could say out of the blue, I really had no idea when they would actually send it, they kept threatening to though.

[rone1986]

Originally Posted by tlaine

I received it September 19th and we went from there ... a great deal of back and forth via phone, email ... replacement arrived October 9. I suppose you could say out of the blue, I really had no idea when they would actually send it, they kept threatening to though.

Cool. Thanks for that, it does make me feel better. I'll see what happens in the next 48 hours and keep on at them.

[rone1986]

So, an update. Finally heard back from Customer care... Only to be told that they have shipped me an Aura HD by accident, not the new Aura 6". They apologised, told me to refuse delivery of the HD and that once they receive the HD back, they will send me the the correct Aura. Not too impressed.

They did, by way of an apology, provide me with a one time use 100% discount code to use on their site. I guess that's something at least.

[robko]

Originally Posted by rone1986

So, an update. Finally heard back from Customer care... Only to be told that they have shipped me an Aura HD by accident, not the new Aura 6". They apologised, told me to refuse delivery of the HD and that once they receive the HD back, they will send me the the correct Aura. Not too impressed.

They did, by way of an apology, provide me with a one time use 100% discount code to use on their site. I guess that's something at least.

This is why companies need to learn to NOT give different products the same name . When they 1st announced the Aura and said due to sales they were keeping the Aura HD, I knew there were going to be issues (at a minimum on here). Glad you at least got a discount code

[rone1986]

Originally Posted by robko

This is why companies need to learn to NOT give different products the same name . When they 1st announced the Aura and said due to sales they were keeping the Aura HD, I knew there were going to be issues (at a minimum on here). Glad you at least got a discount code

Agreed. Whenever I spoke to Customer Care, I made 100% sure to always refer to it as the new Aura 6", or the Aura 2013 6" to avoid this confusion. And I definitely sent them back the Aura 6". Like I said, they certainly are not great communicators.

I'm a good sport and can see the offbeat humor in the situation. I'll just refuse the shipment as advised and start the whole ball game over. Nothing else to be done about it.

And at least I get a free book . God knows when I'll be able to read it on my shiny new Aura 6" though...

[Nightyume]

Originally Posted by rone1986

So, an update. Finally heard back from Customer care... Only to be told that they have shipped me an Aura HD by accident, not the new Aura 6". They apologised, told me to refuse delivery of the HD and that once they receive the HD back, they will send me the the correct Aura. Not too impressed.

They did, by way of an apology, provide me with a one time use 100% discount code to use on their site. I guess that's something at least.

You SO need to look for the priciest book you want. If it doesn't want to accept the code due to it being an agency book just change locations. For example there is a book that I want for school that costs $130.00 but I'm waiting for a code of over 50% discount to buy it (preferably 65 or 75%).

So yeah, either look for a really expensive book or a really expensive bundle you want. And that way, your Aura would be almost free.

[speakingtohe]

Hmm... The Aura HD is slightly more expensive. Maybe you should hold it for ransom

When I had my mother's kindle 3 replaced under warranty I got a new one shipped from Texas to Vancouver Canada in under 24 hours. I had 3 weeks to ship back the broken one. Quite a difference.

Helen

[rone1986]

Originally Posted by Nightyume

You SO need to look for the priciest book you want. If it doesn't want to accept the code due to it being an agency book just change locations. For example there is a book that I want for school that costs $130.00 but I'm waiting for a code of over 50% discount to buy it (preferably 65 or 75%).

So yeah, either look for a really expensive book or a really expensive bundle you want. And that way, your Aura would be almost free.

This is exactly what I was thinking. Deviant minds think alike.

Originally Posted by speakingtohe

Hmm... The Aura HD is slightly more expensive. Maybe you should hold it for ransom

When I had my mother's kindle 3 replaced under warranty I got a new one shipped from Texas to Vancouver Canada in under 24 hours. I had 3 weeks to ship back the broken one. Quite a difference.

Helen

Now here's an idea; I didn't think of ransoming it . But knowing my luck, they would just charge my credit card for the Aura HD, not refund my original Aura 6" purchase, and I'd be out $189.95.

I'm way out in the boondocks: Australia. We never get get anything from anywhere within 24 hours. Quite a difference indeed; the Amazon experience sure seems a lot better. Oh well...

[speakingtohe]

Originally Posted by rone1986

Now here's an idea; I didn't think of ransoming it . But knowing my luck, they would just charge my credit card for the Aura HD, not refund my original Aura 6" purchase, and I'd be out $189.95.

I'm way out in the boondocks: Australia. We never get get anything from anywhere within 24 hours. Quite a difference indeed; the Amazon experience sure seems a lot better. Oh well...

Of course you could change your credit card number and say take that Kobo. Not saying you should do it but it is fun to think about

Helen

[Nightyume]

Originally Posted by rone1986

This is exactly what I was thinking. Deviant minds think alike.



Now here's an idea; I didn't think of ransoming it . But knowing my luck, they would just charge my credit card for the Aura HD, not refund my original Aura 6" purchase, and I'd be out $189.95.

I'm way out in the boondocks: Australia. We never get get anything from anywhere within 24 hours. Quite a difference indeed; the Amazon experience sure seems a lot better. Oh well...

Oh trust me, you haven't even begun to get to know the deviantness of my mind...

Though to be honest I'm more of an innocently dark and twisted than your "standard" deviant.

Now I better stop or I'll have someone pulling the off topic emoticon on me...