RMA nightmare with Kobo(US) for defective Forma

muse · 10-24-2019, 06:45 AM

So I'm one of the few who pre-ordered the Kobo Forma from Chapters CA and received the batch of defective Formas with uneven backlight. I'm going to assume the issue is well documented so I'm not going to elaborate.

I had waited till now to ask for an RMA because a replacement at that time would have been pointless since most devices then were defective anyway.
Guess what? A RMA with Kobo is impossible unless it is initiated from a US or Canadian location address. I'm currently situated overseas so that is not possible for me. I'm willing to pay for the shipping both ways to get this defective device replaced but the customer service reps I have spoken to said there's no way around this RMA process.

Does anyone have any idea how to solve this?
(Chapters CA from whom I purchased from only deals with returns but not warranty claims)

In hindsight, I should have returned the device for a refund.
This is very likely to be my last time purchasing anything from Kobo with their abysmal support.

JSWolf · 10-24-2019, 07:05 AM

Where are you located? Kobo does have phone numbers to call in other countries. So I would look up the number for your country and call that.

muse · 10-24-2019, 07:44 AM

Quote:

Originally Posted by JSWolf

Where are you located? Kobo does have phone numbers to call in other countries. So I would look up the number for your country and call that.

I'm located in Singapore at the moment. They don't have a physical presence here so it seems my only option is Rakuten Kobo(US). I'm not sure if the Kobo Australia (being nearer) would honor the warranty but I doubt it.

stumped · 10-24-2019, 11:24 AM

if you purchased it using a credit card, go for a refund via Visa/Mastercard. . Distance selling purchase that is faulty within warranty period yet Kobo are refusing RMA. ( if you have that in writing, even as an email or chat transcript, all the better
then buy a different make with better support
in the UK its called a section 75 chargeback, for your country, ask your card issuer.
AFAIK the buyer protection /refund option applies worldwide , in order to protect card issuer reputation. Retailer will be forced to bear the cost, once is is charged back through the card systems, which is what Kobo deserve
if you used paypal, they have similar protections

frostschutz · 10-24-2019, 11:47 AM

So the uneven light is the only issue? In that case I'd keep it... or sell it to someone who doesn't mind as much... after all, there's no guarantee the replacement will be any better, and sending it back and forth halfway across the world doesn't seem to be a viable option really.

NiLuJe · 10-24-2019, 12:00 PM

If by "uneven", you're simply talking about the band of brighter light near the buttons, then, yeah, what @frostschutz said, a new device won't help on that front.

If you're talking about a *horizontal* color and/or brightness gradient, then the difference is liable to be fairly small, too.

10-24-2019, 06:45 AM	#1
muse Enthusiast Posts: 45 Karma: 2772 Join Date: Mar 2009 Device: Kobo H2O	RMA nightmare with Kobo(US) for defective Forma So I'm one of the few who pre-ordered the Kobo Forma from Chapters CA and received the batch of defective Formas with uneven backlight. I'm going to assume the issue is well documented so I'm not going to elaborate. I had waited till now to ask for an RMA because a replacement at that time would have been pointless since most devices then were defective anyway. Guess what? A RMA with Kobo is impossible unless it is initiated from a US or Canadian location address. I'm currently situated overseas so that is not possible for me. I'm willing to pay for the shipping both ways to get this defective device replaced but the customer service reps I have spoken to said there's no way around this RMA process. Does anyone have any idea how to solve this? (Chapters CA from whom I purchased from only deals with returns but not warranty claims) In hindsight, I should have returned the device for a refund. This is very likely to be my last time purchasing anything from Kobo with their abysmal support.

10-24-2019, 11:24 AM	#4
stumped Wizard Posts: 3,305 Karma: 10259306 Join Date: May 2016 Device: kobo forma, Kobo Libra, Huawei media Tab, fire HD10, PW3 HDX8.9,	if you purchased it using a credit card, go for a refund via Visa/Mastercard. . Distance selling purchase that is faulty within warranty period yet Kobo are refusing RMA. ( if you have that in writing, even as an email or chat transcript, all the better then buy a different make with better support in the UK its called a section 75 chargeback, for your country, ask your card issuer. AFAIK the buyer protection /refund option applies worldwide , in order to protect card issuer reputation. Retailer will be forced to bear the cost, once is is charged back through the card systems, which is what Kobo deserve if you used paypal, they have similar protections Last edited by stumped; 10-24-2019 at 11:29 AM.

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10-24-2019, 07:05 AM	#2
JSWolf Resident Curmudgeon Posts: 79,649 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Where are you located? Kobo does have phone numbers to call in other countries. So I would look up the number for your country and call that.

10-24-2019, 11:47 AM	#5
frostschutz Linux User Posts: 2,282 Karma: 6123806 Join Date: Sep 2010 Location: Heidelberg, Germany Device: none	So the uneven light is the only issue? In that case I'd keep it... or sell it to someone who doesn't mind as much... after all, there's no guarantee the replacement will be any better, and sending it back and forth halfway across the world doesn't seem to be a viable option really.

10-24-2019, 12:00 PM	#6
NiLuJe BLAM! Posts: 13,506 Karma: 26047202 Join Date: Jun 2010 Location: Paris, France Device: Kindle 2i, 3g, 4, 5w, PW, PW2, PW5; Kobo H2O, Forma, Elipsa, Sage, C2E	If by "uneven", you're simply talking about the band of brighter light near the buttons, then, yeah, what @frostschutz said, a new device won't help on that front. If you're talking about a horizontal color and/or brightness gradient, then the difference is liable to be fairly small, too.

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