Aura HD Kobo Customer Service

ottdmk · 06-28-2014, 12:40 PM

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

dakini · 06-30-2014, 03:39 AM

When I sent my Kobo back to them, they told me to only send the ereader itself back.

I'm glad you had a positive experience. I did too when I had to contact them this winter, and I was trying to figure out why my experience seemed wildly better than what others were reporting. All I can figure is people posting online are more likely to complain. Those with praise are too busy reading.

enjoy the new device.

Canuck_in_Japan · 06-30-2014, 09:56 AM

I've never had to deal with them for hardware issues but my own experience with Kobo has been positive.

bookwurm70 · 07-05-2014, 12:20 PM

Did the Kobo store get rid of their online chat help? I've used that several times and been very pleased. But I don't see the link now. I accidentally bought a PDF book on from the website (because they didn't list the format on the description page) and I need to return it so I can buy the epub version.

AnemicOak · 07-05-2014, 05:09 PM

Try here for chat...
http://kobo.frontlinesvc.com/app/chat/chat_launch

bookwurm70 · 07-08-2014, 11:44 AM

I actually filled out the form they asked me to and checked the "call me" button. They did call within an hour (maybe half hour, can't remember for sure).

Got my issue taken care of, or at least I hope I did, still waiting on a refund.

06-28-2014, 12:40 PM	#1
ottdmk Wizard Posts: 1,200 Karma: 3765734 Join Date: Feb 2012 Location: Ottawa, Ontario, Canada Device: Kobo Libra 2, Lenovo Tab M10 FHD Plus, Lenovo Tab M8 HD	Kobo Customer Service 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

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06-30-2014, 03:39 AM	#2
dakini not "it" Posts: 236 Karma: 1687996 Join Date: Aug 2012 Device: Kindle 7th gen	When I sent my Kobo back to them, they told me to only send the ereader itself back. I'm glad you had a positive experience. I did too when I had to contact them this winter, and I was trying to figure out why my experience seemed wildly better than what others were reporting. All I can figure is people posting online are more likely to complain. Those with praise are too busy reading. enjoy the new device.

06-30-2014, 09:56 AM	#3
Canuck_in_Japan Wizard Posts: 1,475 Karma: 14328611 Join Date: May 2009 Location: Tokyo, Japan Device: Aura, Aura H2O, Kindle PW3	I've never had to deal with them for hardware issues but my own experience with Kobo has been positive.

07-05-2014, 12:20 PM	#4
bookwurm70 Addict Posts: 265 Karma: 89314 Join Date: Nov 2009 Location: Southern Illinois Device: eSlick, Pocketbook IQ, iPad, Kobo Aura, Kobo Aura ONE	Did the Kobo store get rid of their online chat help? I've used that several times and been very pleased. But I don't see the link now. I accidentally bought a PDF book on from the website (because they didn't list the format on the description page) and I need to return it so I can buy the epub version.

07-05-2014, 05:09 PM	#5
AnemicOak Bookaholic Posts: 14,391 Karma: 54969924 Join Date: Oct 2007 Location: Minnesota Device: iPad Mini 4, AuraHD, iPhone XR +	Try here for chat... http://kobo.frontlinesvc.com/app/chat/chat_launch

07-08-2014, 11:44 AM	#6
bookwurm70 Addict Posts: 265 Karma: 89314 Join Date: Nov 2009 Location: Southern Illinois Device: eSlick, Pocketbook IQ, iPad, Kobo Aura, Kobo Aura ONE	I actually filled out the form they asked me to and checked the "call me" button. They did call within an hour (maybe half hour, can't remember for sure). Got my issue taken care of, or at least I hope I did, still waiting on a refund.

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