Kobo Customer Service

[Messalina]

Or not.....My 3 month old Kobo Mini died in August. When I finally got a response from Kobo Customer service I was told to send it to Mainz, Germany at MY expense where they will evaluate it. Apparently I can't just return it to WH Smiths where it came from.

Not best pleased with them to say the least. Although I do feel better now after my mini rant :)

[hc4361]

WH Smith aren't complying the law. Go back to the shop you bought it from and demand a refund or replacement under the Sale of Goods Act.
As it less than 6 months old is up to Smith's to prove it is not inherently faulty, not you.
Tell them it is not fit for purpose.

[Daffy6543]

hc is right. It is the retailer's responsibility to fix or replace in the warranty period, not the manufacturer's.

[Jeza]

I bought a TV from Amazon, 4 months old it went PFFFFFFF. I rang Amazon and all they could say was we'll give you the Toshiba phone number. I told them (On the advice of Buenchico) that my contract was with Amazon as they had sold it to me. They sent a courier to pick it up gave me a full refund and said that TV model had been withdrawn from sale. So tell WH Smith's your contract is with them and demand a replacement or a full refund.

[Messalina]

Thank you for the answers. I'm heading into the branch tomorrow. Apparently this is Kobo's standard response.

[hc4361]

Any luck?

[Messalina]

I went into WH Smiths & was given a form to send it to a Freepost address in Swindon. Apparently there have been quite a few complaints about Kobo's customer service.

[hc4361]

That is outrageous. You don't have a contract with Kobo as you bought it from Smiths. It was up to them to either refund, exchange or offer to send it for repair.
As it is less than 3 months old you should definitely have been offered a refund or exchange.

Very poor service from Smiths.

[Messalina]

hc4631 - I totally agree with you but I've been given the run around for so long that I'll settle for this. At least WH Smiths have tried to be helpful. Unlike Kobo itself. We'll see what happens next.

[hc4361]

But you didn't buy it from Kobo - they have no obligation to you at all.

Still, if you're happy with the outcome that's all that matters.

[Messalina]

Had a response from W H Smiths - they're sending me a new one. The reason I dealt with Kobo is that the link for customer services on Smith's site is directly to Kobo. But now I know better!

[hc4361]

Great outcome :)

[Messalina]

Faulty Kobo sent to Smiths on Saturday. Shiny new replacement received today. That is really good customer service.

[hc4361]

Hurrah!