Thanks Kobo for replacement Aura One!!

gramms · 04-15-2017, 12:04 PM

Kobe is doing their best to get me a replacement Aura One reader, despite shipping problems (UPS lost my replacement for a week) and my ineptitude. The A1 had 'blue screen' problems and Kobo agreed to replace it.

I inverted 2 digits by mistake in my zip code for the new shipment so it was returned to Kobo. Kobe let me know that they are sending me another replacement. Wow!

I have been using the 'multicolor' eader while waiting for the new one and I really love the warmer screen color and bigger size. I want to spread the word that they are doing their best for customers like me, who make silly mistakes when filling in the blanks on forms.

gramms

Ksquared · 04-16-2017, 11:33 AM

We often only hear about bad customer service experiences. Thanks for sharing a positive one!

Razi · 04-29-2017, 02:12 PM

Bad publicity is more 'exciting' for some perversion in our nature, hence the more attention it receives. Well done Kobo. I might buy a new Kobo ereader soon if they carry on looking after their customers.

ScalyFreak · 04-29-2017, 05:05 PM

I am currently waiting for Kobo to replace my beloved Aura H2O, after they determined it has a hardware fault. It's encouraging to see stories like this, and though I'm only partway through the warranty process with them, your experience matches what mine has been so far.

darryl · 04-29-2017, 07:01 PM

It's great to hear a good story about Kobo Customer Service for a change.

gramms · 04-30-2017, 12:21 PM

Update on my replacement trail. This time I was required to UPS my original reader to Kobo before they will ship my replacement. I shipped it last week and the delivery date to Kobo is next week. After they get it they will ship my reader.

FYI I find that I do need to keep replying to their status emails asking for an update and then they move to the next step. I always give them a few days between update requests and don't send them on weekends. If I don't hear from them when my shipment is delivered, then I will wait a couple of days and send them another request for status.

Fortunately I have an older Kobo reader to use while I am waiting for all of this to play out. I will post another update when I get the new Aura One.

gramms

gramms · 05-18-2017, 10:58 AM

And its perfect! No rainbows or sudden brightness/color changes. This one is a keeper.

Update:
On 4/24 I shipped my faulty one back and got an email on 5/8 that Kobo had received it. I didn't hear from then again, so on 5/15 I emailed customer service for status and they sent me my tracking number for the replacement. It arrived on 5/17.

Suggestion for you folks going through the return process: If you don't hear from Kobo regarding status, wait a few days and then send them a gentle inquiry during a weekday. Include your incident number.

gramms

04-15-2017, 12:04 PM	#1
gramms Member Posts: 13 Karma: 357992 Join Date: Jun 2011 Device: Kobo Aura One & Glo	Thanks Kobo for replacement Aura One!! Kobe is doing their best to get me a replacement Aura One reader, despite shipping problems (UPS lost my replacement for a week) and my ineptitude. The A1 had 'blue screen' problems and Kobo agreed to replace it. I inverted 2 digits by mistake in my zip code for the new shipment so it was returned to Kobo. Kobe let me know that they are sending me another replacement. Wow! I have been using the 'multicolor' eader while waiting for the new one and I really love the warmer screen color and bigger size. I want to spread the word that they are doing their best for customers like me, who make silly mistakes when filling in the blanks on forms. gramms

04-30-2017, 12:21 PM	#6
gramms Member Posts: 13 Karma: 357992 Join Date: Jun 2011 Device: Kobo Aura One & Glo	Update on my replacement trail. This time I was required to UPS my original reader to Kobo before they will ship my replacement. I shipped it last week and the delivery date to Kobo is next week. After they get it they will ship my reader. FYI I find that I do need to keep replying to their status emails asking for an update and then they move to the next step. I always give them a few days between update requests and don't send them on weekends. If I don't hear from them when my shipment is delivered, then I will wait a couple of days and send them another request for status. Fortunately I have an older Kobo reader to use while I am waiting for all of this to play out. I will post another update when I get the new Aura One. gramms Last edited by gramms; 04-30-2017 at 12:25 PM.

05-18-2017, 10:58 AM	#7
gramms Member Posts: 13 Karma: 357992 Join Date: Jun 2011 Device: Kobo Aura One & Glo	Shiny new replacement arrived yesterday!! And its perfect! No rainbows or sudden brightness/color changes. This one is a keeper. Update: On 4/24 I shipped my faulty one back and got an email on 5/8 that Kobo had received it. I didn't hear from then again, so on 5/15 I emailed customer service for status and they sent me my tracking number for the replacement. It arrived on 5/17. Suggestion for you folks going through the return process: If you don't hear from Kobo regarding status, wait a few days and then send them a gentle inquiry during a weekday. Include your incident number. gramms

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04-16-2017, 11:33 AM	#2
Ksquared Groupie Posts: 181 Karma: 2635236 Join Date: Jun 2015 Location: Cleveland, Ohio USA Device: Original Kobo Aura 6", Libra H2O	We often only hear about bad customer service experiences. Thanks for sharing a positive one!

04-29-2017, 02:12 PM	#3
Razi Zealot Posts: 109 Karma: 494242 Join Date: Dec 2007 Location: London, UK Device: Toshiba E740, Cassiopeia, iLiad, iPad, Kobo Touch, Kobo Aura HD	Bad publicity is more 'exciting' for some perversion in our nature, hence the more attention it receives. Well done Kobo. I might buy a new Kobo ereader soon if they carry on looking after their customers.

04-29-2017, 05:05 PM	#4
ScalyFreak Sith Wannabe Posts: 2,034 Karma: 8017430 Join Date: Jun 2011 Location: I'm not sure... it's kind of dark. Device: Galaxy Note 4, Kobo Aura H2O, Kindle Fire HD, Aluratek Libre	I am currently waiting for Kobo to replace my beloved Aura H2O, after they determined it has a hardware fault. It's encouraging to see stories like this, and though I'm only partway through the warranty process with them, your experience matches what mine has been so far.

04-29-2017, 07:01 PM	#5
darryl Wizard Posts: 3,108 Karma: 60231510 Join Date: Nov 2011 Location: Australia Device: Kobo Aura H2O, Kindle Oasis, Huwei Ascend Mate 7	It's great to hear a good story about Kobo Customer Service for a change.

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