Hi all,
I'm writing this post because we don't see many positive customer service accounts re: Kobo.
As I mentioned in another thread, my Aura HD stopped charging. My replacement arrived via Canada Post yesterday afternoon, six days after I first raised the issue with Kobo.
Along with the new e-reader came a pre-paid mailer to send the old one back. The only thing I'm unclear on is, do I keep the second USB cord, or send it along with the return. :-P
All told, it was a very positive experience. Was it perfect? No. The five minute response time mentioned on Kobo's website portal is wildly optimistic. In several communications with them only once did they get back to me in five minutes. However, except for one anomaly, they did get back to me within an hour (mostly within half an hour.)
The only other flaw is that they failed to notify me when the reader shipped. However, as it shipped speedily (one day after they said they'd put the order in) I'm inclined to be forgiving. :-D
As an added bonus, while the new HD also has light-guide flaws, the ones on the new Kobo are even less noticeable then the last one (and I had to work at seeing the old ones.) :-D
I'm writing this post because we don't see many positive customer service accounts re: Kobo.
As I mentioned in another thread, my Aura HD stopped charging. My replacement arrived via Canada Post yesterday afternoon, six days after I first raised the issue with Kobo.
Along with the new e-reader came a pre-paid mailer to send the old one back. The only thing I'm unclear on is, do I keep the second USB cord, or send it along with the return. :-P
All told, it was a very positive experience. Was it perfect? No. The five minute response time mentioned on Kobo's website portal is wildly optimistic. In several communications with them only once did they get back to me in five minutes. However, except for one anomaly, they did get back to me within an hour (mostly within half an hour.)
The only other flaw is that they failed to notify me when the reader shipped. However, as it shipped speedily (one day after they said they'd put the order in) I'm inclined to be forgiving. :-D
As an added bonus, while the new HD also has light-guide flaws, the ones on the new Kobo are even less noticeable then the last one (and I had to work at seeing the old ones.) :-D