I wrote about how my Kobo had died, so I wanted to give you an update and give credit where credit is due.
In spite of my misgivings, I decided to contact customer service. I hated to do it because of all the really, really bad experiences I have had with them since I got my first Kobo in August, 2011. But I did it because… Why not?
I completed the online contact info and was told to call. So I called. I was told that the wait was more than 50 minutes and that I could hold or leave a call back number if I preferred. So I did. That was yesterday early afternoon, and 24 hours later, I had heard nothing. (I guess I should be grateful I hadn’t decided to hold all that time! I would have been really tired!) So I called again. And again I was told it would be more than 50 minutes or I could leave a call back. So I did. Again!
And then I checked the email I had gotten from them after I had initially contacted them online. It gave me a chat option. So I clicked. And waited several minutes to get someone to chat with. But finally I did.
At first I thought I was going to be really irritated because he wasn’t listening to me. But I went through all the steps he asked me to — even though I had done all of them several times prior to contacting Kobo in the first place. We ended the chat because I had to charge my ereader for an hour and then try all the steps we had gone through again. I charged and tried, and I still had no luck. So I started another chat.
This second chat went much better. We tried a couple m things that resulted in absolutely no change in the status of my ereader. And then he said I qualified for a replacement. So I said, COOL!
Actually, they are more than replacing my ereader. They are being very generous. And once again, I am glad I have a Kobo. Or I will be as soon as the new one arrives!
So what did I learn from this?
- To try to solve issues rather than just giving up
- To try to contact them (and maybe all customer service people) by chat rather than phone because it is less frustrating
- That typing gave me time to temper my usual somewhat harsh responses when dealing with customer service people who are just doing their job and have no way of knowing I am a competent adult who has already tried every possible solution she could find online
So when I get my new Kobo, I will tell you all about it!