Kobo customer care (or lack of)

[hermano]

I have been in discussions with Kobo last few days about my Forma which developed a fault. Single vertical and single horizontal line visible when refreshing page.

Similar fault has been widely reported on this and other forums where consensus seems it is caused by loose cable to the screen. I can categorically say mine was never dropped or suffered any other trauma.

Kobo customer service have been very unsupportive. They refuse to even take a look at it. I do not want a replacement but if a simple fix is possible then that is what I was asking for.....but they claim they have no authorised repair facilities.

I do not have the tools, dexterity or skill to open it up and try myself (others have successfully).

This has put me off buying Kobo in future ( this is my second Kobo). Although I prefer their software etc the lack of support when things go wrong means I will have to look elsewhere.

I find it hard to understand why they do not offer repair services?

[Sirtel]

Well, Amazon doesn't either, to be honest. Many retailers don't.

[hermano]

Originally Posted by Sirtel

Well, Amazon doesn't either, to be honest. Many retailers don't.

To be fair I have always found Amazon very supportive if I had a problem with anything bought from them. Contrasting with recent experience of Kobo there is no comparison.

[DNSB]

Originally Posted by hermano

This has put me off buying Kobo in future ( this is my second Kobo). Although I prefer their software etc the lack of support when things go wrong means I will have to look elsewhere.

I find it hard to understand why they do not offer repair services?

For the most part, the simple fact is that it costs more to have someone open up your Forma, decide if it is worth repairing and if the decision is that it is worth repairing, to perform the repair than it would cost you to replace your Forma.

One friend of mine got several quotes from local shops to repair their Kindle PW4's damaged USB socket. The lowest was more than he paid for the PW4, the highest was more than the cost of purchasing a new PW5.

[Sirtel]

Originally Posted by hermano

To be fair I have always found Amazon very supportive if I had a problem with anything bought from them. Contrasting with recent experience of Kobo there is no comparison.

Have you asked Amazon to repair something?

[DNSB]

The friend of mine I mentioned had Amazon offer him 20% off a new Kindle when he contacted them about repairing his PW4. Since his preference is for a 6" reader, he ended up purchasing a Kobo Clara BW instead.

[hermano]

I don't think the 'whataboutery' helps here. My original post was about Kobo and highlighting difficulties with customer support when things go wrong....and informing any potential buyers not to expect a repair service as they don't appear to have one......

[DNSB]

The three times I contacted Kobo Support, I had no issues with their service. Admittedly, the devices were still under warranty and I was not asking for support for a device that is discontinued and long out of warranty.

[Terisa de morgan]

I've only contacted Kobo once, due to a faulty device (under warranty) and they exchanged the device. I haven't tried they to repair anything, that's true.

[Sirtel]

Originally Posted by hermano

I don't think the 'whataboutery' helps here. My original post was about Kobo and highlighting difficulties with customer support when things go wrong....and informing any potential buyers not to expect a repair service as they don't appear to have one......

As I said, not offering a repair service is pretty common with cheaper electronics. Kobo is far from being unique in this regard. Your post seems to indicate that you think this is uncommon. Well, it isn't.

[rashkae]

We've made it this far down the thread, I can't believe that no one has pointed out yet that with the new Kobo Devices, (Libra Colour, Clara Color and Clara BW), repair parts and instructions are now offered (with ifixit.com deal, I think.). Making Kobo currently the only sensible choice for someone who actually cares about repair for older devices!

[hermano]

Originally Posted by DNSB

The three times I contacted Kobo Support, I had no issues with their service. Admittedly, the devices were still under warranty and I was not asking for support for a device that is discontinued and long out of warranty.

Why are you assuming it is out of warranty?

[enuddleyarbl]

Originally Posted by hermano

Why are you assuming it is out of warranty?

I believe Kobo stopped selling the Forma about 2-1/2 years ago (spring 2022). Aren't the warranties for 1 year?

EDIT: I finally managed to find Kobo's extended warranty information. Looks like they're good for either 2 or 3 years after purchase (concurrent with standard 1 year warranty). I know you said you don't want a replacement. But, if the issue is bothering you and you paid for an extended warranty, you might as well use it.

[hermano]

2 year warranty in UK. Also may be covered by Consumer Rights Act 2015.

[DNSB]

Originally Posted by hermano

Why are you assuming it is out of warranty?

Perhaps that the Kobo Forma was discontinued over two years ago? Even if you purchased one of the last Forma's sold, unless you paid for the extended warranty, your Forma would no longer be in warranty.

Are you stating that your Kobo Forma is still in warranty? You paid for the extended warranty?

Have you tried opening it up and re-seating the cables? There are enough YouTube videos though adding battery replacement to the search string will eliminate most of the unboxing videos.