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“Unit is ok....when it works!”

Written on: 21/06/2013 by MikeMatthews (3 reviews written)

Bought my wife one of these things for Christmas in 2012. Ever since there have been a number of problems with pages turning and keeps rebooting itself. My wife suffered all this because she liked the idea of the unit in general, and when it worked, it worked well.

However, 6 months in and it has given up the ghost completely. It will not turn on, it will not charge, it's completely dead. Unfortunately this was only the beginning of the problems...

Kobo Customer Service is probably the worst I have ever to deal with. Initially you call them, they send you an e-mail asking you to detail the issues you are having. Then they are meant to get back to you to let you know what the next step will be.

The problem is, they NEVER get back to you. I sent my e-mail and 24 hours later, nothing. So I sent an e-mail asking when it would be resolved. 24 hours later, nothing. So I sent another, with stronger wording. 24 hours later, still nothing. So I called them and was told someone would get back to me. Nothing. So I called again, same conversation, still nothing.

So here we are 10 days later, and despite more calls and more e-mails, they still haven't bothered to get back to me. The fact that their unit has lasted only 6 months is bad enough, but for them to completely ignore their customers is even worse. Unfortunately since having this trouble, I've looked online for ways to push Kobo into doing something, but it appears lots and lots of people have experienced the same issues with them.

Now, I am lucky because I bought my unit online from WHSmith who are a pretty decent company. I sent them and e-mail with details of my e-mails to Kobo, telephone calls etc and they have promised to send me out a new Kobo as soon as they receive the broken one. This is not standard practice, so respect to them for sorting it out.

If it wasn't for the fact that my wife already has a number of books on her Kobo account, I would probably have just bitten the bullet and bought her a Kindle. I wish I had done this from the beginning.

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