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Old 01-03-2015, 12:15 PM   #1
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Thumbs up Fast draining battery issue & Kobo's response
Hi Chaps,

Last month my beloved Glo began draining it's battery very quickly even during sleep mode. I took all steps to rectify this (recalibration, several factory resets, reconverted all epubs in case of a bad file, reverted to older firmware etc etc) with no luck.

I had a spare Glo battery pretty much unused which I dug out from a friends Glo that had met an unfortunate end and installed that one. Still the problem persisted so I assumed the problem was on the mobo and decided to treat myself to a replacement Aura.

Just for completeness I contacted Kobo (NL) and described the issue assuming I would just get a stock reply. My Glo is almost 2 years old and out of warranty however Kobo very quickly said they would replace it and within 24 hours of me reporting it they sent me the RMA info and said I would get a new Glo within 2 weeks.

I have read an awful lot of bad reports about Kobo customer care but in this case not only did they reply promptly having actually read my email, they also offered to replace the item outside of the warranty period no questions asked - which makes me a very happy bunny indeed.

Just felt the need to report some excellent customer service - and am looking forward to another few years reading with Kobo.
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Old 01-03-2015, 05:45 PM   #2
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That is so cool. I just love the Glo. That is awesome that they replaced it for you!
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Old 01-03-2015, 05:57 PM   #3
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Well that is heartening news!

How did you contact Kobo? What address did you use?

And what does the NL stand for?
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Old 01-03-2015, 06:17 PM   #4
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And what does the NL stand for?
Usually, the Netherlands.

What are you doing, channelling your inner American?
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Old 01-03-2015, 06:19 PM   #5
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Usually, the Netherlands.

What are you doing, channelling your inner American?
Lol

Oh, you mean Holland
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Old 01-03-2015, 10:59 PM   #6
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Kobo also replaced my 2 year old Touch with a Glo when it started failing. It took quite a while to get the first contact desk to link me to someone who had the authority to issue me a new Kobo, but once I got in contact with that person, service was more than 100%.
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Old 01-04-2015, 06:59 AM   #7
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Originally Posted by Lynx-lynx View Post
Well that is heartening news!

How did you contact Kobo? What address did you use?

And what does the NL stand for?
Yup - NL = the Netherlands and I used this address for the first contact: help.nl@kobobooks.com

Sad to have to send the shiny new Aura back - it arrived yesterday just after Kobo agreed to replace the Glo (typical) and I had a quick play before factory resetting it and putting back in it's box. Luckily the online shop I used has a 14 day returns policy & I can't justify keeping it ........although I really, really would like to
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Old 01-04-2015, 07:08 AM   #8
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Hi Chaps,
Hi - just letting you know that in English this means "Hi Men,".
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Old 01-04-2015, 10:08 AM   #9
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Hi - just letting you know that in English this means "Hi Men,".

Oops - should have said Hi Chaps & Chappess's

I am English by the way even if my typing would lead you to believe otherwise
Last edited by itsmir; 01-04-2015 at 12:36 PM.
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Old 01-05-2015, 12:33 AM   #10
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Kobo also replaced my 2 year old Touch with a Glo when it started failing. It took quite a while to get the first contact desk to link me to someone who had the authority to issue me a new Kobo, but once I got in contact with that person, service was more than 100%.
I had the same experience with them replacing my Touch with a Glo after an upgrade went sideways. Went through the lists of questions customer service sends, but after a couple days, they said they were sending a replacement, which it turned out was an upgrade.

I'm always glad when others have good experiences with Customer Service, since it seems to get a lot of knocks around here.
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Old 01-05-2015, 02:00 AM   #11
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Oops - should have said Hi Chaps & Chappess's

I am English by the way even if my typing would lead you to believe otherwise
I was trying to give you the benefit of the doubt, there - there aren't really any excuses for a native English speaker to address a tech users forum as if everyone here is presumed male. Unless perhaps they were transported from the 17th century or something...
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Old 01-06-2015, 05:26 AM   #12
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Hi Chaps,

Last month my beloved Glo began draining it's battery very quickly even during sleep mode.
Can you be a little more specific? How long can you read after a full battery charge?
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Old 01-06-2015, 05:34 AM   #13
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Can you be a little more specific? How long can you read after a full battery charge?
Couldn't get more than 5 days, reading about an hour or less a day.

I don't expect batteries to last for ever however it was such a big change in performance that there was definitely something wrong. Swapping batteries out did not solve the issue which led me to believe it was a problem on the board somewhere.
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Old 01-06-2015, 01:43 PM   #14
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I have read an awful lot of bad reports about Kobo customer care but in this case not only did they reply promptly having actually read my email, they also offered to replace the item outside of the warranty period no questions asked - which makes me a very happy bunny indeed.

Just felt the need to report some excellent customer service - and am looking forward to another few years reading with Kobo.
I think over the last several years, Kobo has made a concerted effort to improve their customer service. They still have room to grow, but it seems they have certainly improved.
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Old 01-06-2015, 02:04 PM   #15
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Couldn't get more than 5 days, reading about an hour or less a day.

I don't expect batteries to last for ever however it was such a big change in performance that there was definitely something wrong. Swapping batteries out did not solve the issue which led me to believe it was a problem on the board somewhere.
After a full battery charge I can read for about 13-14 hours. This has been much longer on my Glo but at some point (firmware 3.x.x.) it rapidly declined to 13-14 hours with the front light off or at 1-3% level.
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