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Discussion Starter #1
Hi. I obtained a Kobo Wifi eReader about two weeks ago and I'm generally quite happy with the device. This forum was quite helpful in getting me started! :)

I'm using it with Calibre on a Debian GNU/Linux desktop, which has been working alright for the most part, although I was disappointed to find that I am unable to use it to download books from the Kobo bookstore.

I had purchased an ebook via the kobobooks.com website so I setup and used a wifi connection and synced the device directly with the store.

However, I encountered a rendering problem in the second chapter which caused much of contents of subsequent pages to be truncated. In essence, the ebook was unreadable. I submitted an issue to the Kobo Customer Care site and was happily given suggestions about how to resolve the problem. I (repeatedly) followed the instructions, which entailed re-downloading the ebook, but this did not resolve the problem. As this did not bode well, seeing as it was my very first ebook, I sought to obtain a refund before investing any more time and money into new ebook purchases. The issue was escalated over a week ago and I have not had a reply since, despite repeated follow-ups and telephone calls.

Has anyone have experience with obtaining refunds from Kobobooks for unreadable ebooks?
 

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If its been a week of calls, my guess is you won't be getting a refund unless they find the book (the data file) is corrupt.

Please update us as to how this turns out.
 

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If it is corrupted, they will likely just replace the book. If it's something else, like bad software or hardware, they will likely either fix or replace that as well.
 

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Discussion Starter #4
The ebook is not corrupt per se but it does contain invalid HTML markup that causes a rendering error on the device. I was able to upload it to my desktop to inspect it and whilst I can even correct the error myself (if I choose to take a DIY route) I want to know that I can obtain a refund should there be even more serious issues with other ebooks.
 

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Should there not, at least, be a response to this escalated issue saying as much?

Well, today was the first telephone call, really, after a few messages sent via the customer care website and via email over the past 10 days all the call support guy did was add a note to my issue record. Although I was reasonably impressed with the initial front-line support, the 2nd-level follow-up has been appalling.

I'm interested in hearing what experiences people have had with issue escalations.
 

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malpingu, I have called twice to Kobo support and had excellent response both times (though its frustrating that I had to do it)
 

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Discussion Starter #8
As far as I can tell, Kobobooks only publishes ePub format books, some of which may be ADE-encumbered but not this one.

Hugh, I have had no issue with Kobobook's first-line support either online or via telephone, unless/until the issue has been escalated. Have you any experience with their second-line support?
 

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Discussion Starter #9
Hugh, I have had no issue with Kobobook's first-line support either online or via telephone, unless/until the issue has been escalated. Have you any experience with their second-line support or know anyone who has?
 
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