Aura HD So I want to purchase a Kobo Aura HD...

[Mennogreg]

As an Amazon e-reader user (Kindle DX, Kindle Keyboard), I've always been intrigued by the Kobo devices but haven't had an excuse to get one until now, as I'm looking to replace the smaller model with one with a light, and have heard good things about the Aura HD's screen. The fact that the Kobo website is running a promotion ($20 off their e-readers) only encouraged me to give it a shot. Now the problem...

I can't complete the order. Upon selecting "PLACE ORDER", a message "processing your order, please wait..." appears, but nothing happens. I've tried a different credit card, three different browsers, tried without using the promotion code, tried two different devices (laptop and tablet), even created a new Kobo account, but it refuses to complete the order. Called their customer service number, and while the representative was kind, they are apparently unable to process orders over the phone. She instead escalated me to the 'Direct Orders Department" (apparently they cannot connect me directly to them over the phone), but its been almost 48hrs now and I haven't heard back from them. And I kid you not, even though she likely meant nothing intentionally snarky by it, she actually said to go out and check a few stores in my area to see if they have it.

Does anyone know of any reputable website that I could purchase an Aura HD in Onyx (that would allow Kobo to honor a warranty request, though lord only knows what hoops I'd have to go through)? Tried looking at Walmart, Best Buy, even Buy.com (Kobo's parent company) and that model isn't sold. Ironically, Amazon has several through third-party sellers, but I'd rather not go that route (same with Ebay).

EDIT: I'm located in New York.

[Ken Maltby]

Might help:
http://www.indiebound.org/ebooks
http://www.kobo.com/koboaurahd/wheretobuy/

I got my two through the Kobo site.

http://www.kobo.com/kobo-aurahd.html

Luck;
Ken

[eejit]

Kobo has a twitter account called kobohelp. They seem to be pretty active in handling customer problems directly. Might be worth a try.

[Fanchee]

Originally Posted by Mennogreg

As an Amazon e-reader user (Kindle DX, Kindle Keyboard), I've always been intrigued by the Kobo devices but haven't had an excuse to get one until now, as I'm looking to replace the smaller model with one with a light, and have heard good things about the Aura HD's screen. The fact that the Kobo website is running a promotion ($20 off their e-readers) only encouraged me to give it a shot. Now the problem...

I can't complete the order. Upon selecting "PLACE ORDER", a message "processing your order, please wait..." appears, but nothing happens. I've tried a different credit card, three different browsers, tried without using the promotion code, tried two different devices (laptop and tablet), even created a new Kobo account, but it refuses to complete the order. Called their customer service number, and while the representative was kind, they are apparently unable to process orders over the phone. She instead escalated me to the 'Direct Orders Department" (apparently they cannot connect me directly to them over the phone), but its been almost 48hrs now and I haven't heard back from them. And I kid you not, even though she likely meant nothing intentionally snarky by it, she actually said to go out and check a few stores in my area to see if they have it.

Does anyone know of any reputable website that I could purchase an Aura HD in Onyx (that would allow Kobo to honor a warranty request, though lord only knows what hoops I'd have to go through)? Tried looking at Walmart, Best Buy, even Buy.com (Kobo's parent company) and that model isn't sold. Ironically, Amazon has several through third-party sellers, but I'd rather not go that route (same with Ebay).

EDIT: I'm located in New York.

I'm having this exact issue and it's driving me nuts. Like you, I've tried to place my order using the computer, using my iPad, and always get stuck on processing order. I called Kobo customer support, and was told to wait 24 hours and try again.

Again, like you, I even went so far as to create a new account using a different email, to no avail. I'm about ready to give up. Ridiculous that it's so hard to place an order.

[AnemicOak]

Greenlight Bookstore in Brooklyn sells them...
http://www.greenlightbookstore.com/product/kobo-aura-hd

[CaffeBreak]

I just bought mine yesterday at a local bookstore. The Kobo website will tell you what's close. Much better than waiting for it to ship. Don't get discouraged, its well worth getting. I like it way better than my Kindle Paperwhite 2.

[Mennogreg]

Originally Posted by AnemicOak

Greenlight Bookstore in Brooklyn sells them...
http://www.greenlightbookstore.com/product/kobo-aura-hd

Thank you! Just purchased from them, as I'm located in Brooklyn and will likely get it far faster than I would have from Kobo direct (free shipping to boot!). Missed out on the $20 off, but at least it's helping out a local bookstore.

And their website worked flawlessly. And they're open to 10PM.

Thanks again.

[6charlong]

I have an almost identical problem except I'm trying to buy a Kobo Aura. The local bookstore finally began to sell Aura HDs but they still have no Auras and Kobo refuses to sell me one from their website.

I wrote to Kobo's customer help. They wrote back with a list of things to try--none of them worked so I wrote back with screen shots of the error messages but they still haven't responded. I suspect they are trying to force people to buy through our local indie bookstores.

They seem to have forgotten that what drove people to Amazon in the first place had nothing to do with Kindle, it was because you could order a book and Amazon would get it to you in two or three days while the Indie bookstore was lucky to have it in two weeks.

I still want to support local bookstores but I sure wish they would get their act together.

[simond]

They really shouldn't make it so hard, but when you get it the screen is excellent!

Are there any stores that sell it? I know there is over here.

[Mennogreg]

Originally Posted by 6charlong

I have an almost identical problem except I'm trying to buy a Kobo Aura. The local bookstore finally began to sell Aura HDs but they still have no Auras and Kobo refuses to sell me one from their website.

I wrote to Kobo's customer help. They wrote back with a list of things to try--none of them worked so I wrote back with screen shots of the error messages but they still haven't responded. I suspect they are trying to force people to buy through our local indie bookstores.

It really is hard to believe that there isn't someone, somewhere in the company that can take a damn order over the phone, or heck, even by fax. They do have a corporate sales extension, and I'm pretty sure they'd be negotiating bulk purchases, and probably paying for them, over the phone.

You can try finding an Aura from a non-local bookstore from the list one of the previous posters provided for me. It's crazy that a company can just shrug it's shoulders at potential orders.

EDIT: Greenlight Bookstore has the Kobo Aura: http://www.greenlightbookstore.com/product/kobo-aura

They do offer free shipping (if you're in the US, that is).

[CaffeBreak]

I bought an Aura last week and liked it so much I bought the HD a couple of days ago from a bookstore. I bought the Aura from Kobo.com website and got it a week later. I just tried to order a sleep cover for it but ran into the same problems. It just keeps processing. I'm sure its just a website problem that will soon be fixed since it was working last week, but their reps really should know about it and be able to help.

[Ken Maltby]

I wonder if the Kobo site was built by CGI Group? Might explain a lot.

Luck;
Ken

[jersysman]

I feel lucky that I was able to order my Aura HD through their website, But, of course, that was before they changed their web site.

[Fanchee]

i have tried several times today to order an Aura using the $20 off code, same thing is happening: stuck at processing order. I wonder if any orders are going through? Or does Kobo not experience many online orders?

Or perhaps this "hiccup" will fix itself as soon as the discount code expires?

[sharphamster]

Originally Posted by Fanchee

i have tried several times today to order an Aura using the $20 off code, same thing is happening: stuck at processing order. I wonder if any orders are going through? Or does Kobo not experience many online orders?

Or perhaps this "hiccup" will fix itself as soon as the discount code expires?

Man, their website is a mess.

This is my same experience with the Kobo site from the US last year when I tried to order a mini, using both FFox and IE. Again two weeks ago when I tried for an Aura HD. Went to Chat, and wasted a bunch of my time with the usual useless "Is your WiFi working? Delete all your cookies." etc. Gave up on the site and ordered an HD from Greenlight Books - it went through in under two minutes and should be to me on Monday.

This reviewer had problems when his order did go through, so it's not a recent thing.

I have to wonder how many sales Kobo has lost just because they can't get it together coding-wise.