21 of 22 people found the following review helpful
When product goes bad, customer service goes bad, too,
This review is from: Kobo eReader Touch (Black) (Electronics)I have a Kobo Wireless Reader and like it. When Borders went out of business, got a good deal on the Touch. It worked fine for a couple of months. Then all of a suddent, I got a page flip about every 5-10 pages and the reader threw me out of the system. Finally, it was every three pages. I followed the directions for the factory reset and did the whole thing with it. It still worked the same way. Went to reset via the pinhole in the back. Now all I get is a white screen and it doesn't even appear to have a charge or anything. Alerted customer service in Oct. Was told 24-48 hours someone would get back with me. Over two weeks later, hadn't heard a thing. Sent a follow-up e-mail and was told that it had been elevated to a Tier 2 problem and that "engineering" would investigate it. After another 2 weeks, went back and was asked the same questions that I had answered a month or so earlier. Finally got some sort of response today after going to their Facebook page and logging on to their section on issues with Kobo readers (Wireless, Touch and the newest one). Appears that a lot of folks are having problems and that customer service is non-existant. Earlier this year we had a problem with the original Kobo and it was taken care of in less than a week. Now it might not be taken care of in a time period of months...Be careful with this one.
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Initial post: Jan 10, 2012 7:26:34 PM PST
Nicole M. Haight says:
I am having the SAME exact problem with my Kobo. Resetting it with the power button or the pinhole does not work. Customer service shuffled me to a "Tier 2" status and I haven't heard anything back in over two weeks. I only got to read one book out of it. WHATEVER YOU DO, DO NOT BUY A KOBO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Posted on Jan 30, 2012 8:41:34 AM PST
Shuswap Cruiser says:
I agree. I had the same customer service problem with kobo. I wouldn't reccommend buying one.
Posted on Jan 2, 2013 6:21:35 AM PST
Arnold Weissberg says:
Their service as far as the e-book store is just as bad. I was triple charged for a book I never downloaded, and double charged for a book I did, and months have gone by and no resolution, although from time to time I get an email about how they're working on it. The reader itself I'd give a B- to, and if you never buy books from them you won't have the problem I did, but I think there are better deals around.
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