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.

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