Well folks, my post paid off and then some. After a very stressful day talking with the head of Executive Services, I was reimbursed fully, given a $50 credit towards anything on their website, including NSF fees that occurred as a result of their programming going into my PayPal account not once, but twice with two different amounts over a seven minute period, even though it was covered through gift cards with only a small amount supposed to be taken out.
Am I happy? Yes and No. During the day I was communicating with this gentleman, I was taking away from others that were needing assistance talking on the phone with this person. I understand other people are experiencing issues as well. Maybe not as serious as mine was, but nonetheless, they had issues with them as well that needed to be resolved.
I know personally of people who weren’t taken care of the way they should have been the first time they had contacted Kobo, and I rightly him on that and other issues. As far as I know, he has been in contact with one of those people who I had identified. I will keep bugging the “Executive Team” if they aren’t taken care of in a way I expect them to be. I don’t not take lightly any sort of complaint whether it is serious or minor. They should be treated fairly and with respect. I will hold them to that and much more.
The reporter that I had contacted from the Toronto Star contacted me right away as well as soon as she received the message. I will certainly get in touch with her to let her know what happened, and how I will personally hold the care team on twitter accountable for poor customer service. I have been treated poorly by many companies in person and online. I have to say that Kobo did do what they said they would do, for me. I can’t guarantee it will be the same for you that is reading this.
I do have a few tips for you though:
- First, if you bouught an eBook through them, you should receive a receipt in your email that lists the title of the book, how much you paid, how you paid it, the time you paid for it, etc. Keep This!! KEEP EVERYTHING !!!
- Second, if you are paying through PayPal, keep that receipt. If you are charged more than once, or for a wrong amount, keep those receipts !!! If something is wrong with any of those PayPal receipts, REQUEST A DISPUTE to the charges right away. If it does happen to be their error, they will reimburse you, at least I would hope they would.
- Third, when contacting Kobo through their Twitter account, Facebook, or through their help on their website, be patient. Make sure you have your incident number. When someone emails you, keep track of it, respond accordingly. If you talk with them on the telephone, make sure you write what the representative(s) has said to you, it doesn’t have to be word for word, but you get my point. If anything sounds fishy, then question it.
- Fourth, be patient. They are dealing with people with many issues, they are not only in the US and Canada, they service a large part of the world. So, if they don’t get back to you right away, try again tomorrow. But most importantly, don’t back down for any reason. If something is wrong, and you need help, ASK THEM FOR HELP BUT DON’T BE RUDE. How would you feel if you were treated rudely?
- Fifth – Take a deep Breath ! Explain the situation as clearly as you can, back it up with the information you have – receipts, emails, the more the better.
Really, these are just common sense tips that everyone should know by now when dealing with people, sometimes we just need to be reminded from time to time. No biggie right? Sometimes we get upset and we forget how we like to be treated. At least I do. And if that doesn’t work, THEN get in touch with me…Ill set them straight ! 😉
Oh, and D…I’m holding you to that other thing we had discussed during those telephone conversations we had today. Not everything was settled if you know what I mean…