RogerBW's Blog

Kobo warranty service 26 October 2016

Well, everyone has a terrible customer service story.

I received a Kobo Aura One for my birthday. Ten days later, it locked up, becoming totally unresponsive and thus losing all the highlights I'd made on the books I was planning to review (I was five days into a six-day trip). I tried a factory reset, without result, so opened a ticket with Kobo support to get it replaced. Their responses, in order, taking a couple of days to come up with each:

  • the photograph shows that it's just sleeping;
  • try a factory reset;
  • we can't do anything without a photograph;
  • the photograph shows you've broken the screen, so it's not our problem;
  • we don't replace them if they're bought from WH Smith, you'll have to talk to them.

Conversely, the response from WH Smith:

  • sorry we can't do a cash refund since it was paid for with a card, so on which card would you like it?

I shall be getting another one. From WH Smith.

Tags: real life

  1. Posted by John Dallman at 01:21pm on 26 October 2016

    My own customer service story came to an end on Monday when I received a refund cheque from Virgin Media. I don't want to think about how many of the world's misfortunes were necessary to make this happen.

Comments on this post are now closed. If you have particular grounds for adding a late comment, comment on a more recent post quoting the URL of this one.

Tags 1920s 1930s 1940s 1950s 1960s 1970s 1980s 1990s 2000s 2010s 3d printing action advent of code aeronautics aikakirja anecdote animation anime army astronomy audio audio tech aviation base commerce battletech beer boardgaming book of the week bookmonth chain of command children chris chronicle church of no redeeming virtues cold war comedy computing contemporary cornish smuggler cosmic encounter coup covid-19 crime cthulhu eternal cycling dead of winter doctor who documentary drama driving drone ecchi economics en garde espionage essen 2015 essen 2016 essen 2017 essen 2018 essen 2019 essen 2022 essen 2023 existential risk falklands war fandom fanfic fantasy feminism film firefly first world war flash point flight simulation food garmin drive gazebo genesys geocaching geodata gin gkp gurps gurps 101 gus harpoon historical history horror hugo 2014 hugo 2015 hugo 2016 hugo 2017 hugo 2018 hugo 2019 hugo 2020 hugo 2022 hugo-nebula reread in brief avoid instrumented life javascript julian simpson julie enfield kickstarter kotlin learn to play leaving earth linux liquor lovecraftiana lua mecha men with beards mpd museum music mystery naval noir non-fiction one for the brow opera parody paul temple perl perl weekly challenge photography podcast politics postscript powers prediction privacy project woolsack pyracantha python quantum rail raku ranting raspberry pi reading reading boardgames social real life restaurant reviews romance rpg a day rpgs ruby rust scala science fiction scythe second world war security shipwreck simutrans smartphone south atlantic war squaddies stationery steampunk stuarts suburbia superheroes suspense television the resistance the weekly challenge thirsty meeples thriller tin soldier torg toys trailers travel type 26 type 31 type 45 vietnam war war wargaming weather wives and sweethearts writing about writing x-wing young adult
Special All book reviews, All film reviews
Produced by aikakirja v0.1