RogerBW's Blog

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.